Returns policy
We believe in our products and are confident that you will love them as much as we do. However, if for any reason you are not completely satisfied with your purchase, please notify us by email at hello@jluxelondon.co.uk within 14 days of receipt of your goods. Due to the nature of our products we follow a strict returns policy. We are unable to accept goods where the seal has been broken or where goods have signs of use. This does not affect your statutory rights.
Our products
Your goods (including packaging) will not include any of the pictured accessories, unless stated in the specification of the goods.
Faulty goods
If you believe your product is faulty, simply notfify us by email and return to the specified mailing address, within 14 days of the date you receive the product. Upon receipt of the returned goods, we will exchange it or offer a refund based upon the original payment method.
Returns
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
We will not refund any goods that have been unsealed, worn, modified or any otherwise use. Items with a seal must be returned with the packaging/seal intact (or we will not provide a refund). There will be no exceptions.
All art is subject to final sale. We do not accept returns for artwork.
To complete your return, we require a receipt or proof of purchase and a completed returns form.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange your product, send us an email at hello@jluxelondon.co.uk.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed and a credit will automatically be applied to your credit card or original method of payment within 14 days.
Late or missing refunds
We aim to return your funds to you within 14 days of acknowledgement of your return.
Sale items
Only regular priced items may be refunded, unfortunately sale items cannot be refunded unless they are faulty.
Gift cards
We do not offer any returns on the purchase of gift cards.
Art
As our artwork is custom made to order we do not accept returns or exchanges on the purchase of these goods.
Shipping your return
To return your product, please email us hello@jluxelondon.co.uk.
You will be responsible for paying for your own shipping costs for returning your item. If you paid for shipping at the time of your original order, you will not be credited the cost of shipping when we receive your return unless the product was faulty.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
When returning your product to us, we advise that you use a trackable shipping service or purchasing shipping insurance. Customers must hold onto proof of postage as we are not responsible for returns lost in the post.