Returns & Refunds
Cooling Off Period Within The UK
Our returns policy in in accordance with the 2014 Consumer Contracts Regulations Policy, which means the customer can cancel a transaction upto 14 days after receipt for any reason. The customer then has 14 days to return the product to us.
Products should be returned to us in their original & unopened packaging, products should be returned unused and in the same condition as received. We reserve the right to charge a restocking fee if the customer returns the product in a used condition or with missing original packaging.
The cost of returning a product because you have changed your mind or ordered by mistake will have to be made at the customers expense, but we can advise on cheap methods to be collected from your address.
Refunds can only be made to the original card or payment source that was used to purchase the item. Once we have received and inspected the returned product and are satisfied it has been returned in the same condition it was sent out in we will process your refund. Refunds are usually processed by the bank within 3 days
Exchanges/Repairs Of Damaged Or Defective Items
All products have a 1 year warranty (unless stated otherwise), this does not cover damage inflicted by the buyer.
If any faults are encountered during this timeframe we will gladly either replace or repair the item(s)
Any return postage costs will be paid for by ourselves as long as you use our preferred courier service. If you choose to use a more expensive method of delivery you will have to pay the difference yourself.
Once we have received your returned goods please allow up to 3 working days for us to process your replacement.
All Returns Are Subject To The Following Conditions
We offer a 14 day returns period for non faulty items and will offer a full refund when the following conditions are met;
- The item(s) is complete and in ‘as new’ saleable condition ( if any packaging has been opened to look at the product you must have done so without damaging / marking / opening / unfolding the product or the packaging)
- Any use of the item has only been to examine it to ensure suitability; the item has no obvious evidence of use such as scratches, marks, dust, dirt (including body hair). We do not sell items on a trial basis.
- It is returned with the original box, all packaging and all accessories included with it. (when returning a kit all original packaging for all items must be included)
- You have proof or purchase
We will also accept a return within the 14 day returns period when an item does not meet the conditions above and has been opened, used, or is missing packaging but we will make a deduction from any refund total if the value of the goods has been reduced.
Until goods are returned to us you must take reasonable care of the item(s). Any use or damage to the item(s) or product packaging beyond that necessary to inspect the goods on delivery may result in a re-stocking charge to cover loss that we reasonably expect to incur in re-selling the item(s)
Subject to the right of consumers to return goods for refund under the Consumer Contracts Regulations 2014 and the Consumer Rights Act 2015, Luxlight does not sell products on a trial basis. We advise all customers to check suitability and specifications of products before making any orders.
Buyer must contact us within 14 days of receipt of goods to arrange a return for refund/exchange. Luxlight reserves the right to refuse an exchange/refund if you contact us after this 14 day period.
To return any products for a replacements/refund please contact us to let us know the reason for the return. Please log into your account on our website and use the 'return item(s)' function within the 'your completed orders' tab, or email us at firstname.lastname@example.org or use the LiveChat function.
Please return to the following address
1 Mercia Way
Bells Close Industrial Estate
Newcastle Upon Tyne