Return Policy
Return Policy
PLEASE NOTE THAT WE DO NOT DO FREE RETURNS, CHARGES APPLY.
Can I return my order?
Yes, returns are possible. If you are not satisfied with the items you have ordered, you have the option to return them within 30 days of receipt. The order must meet the following conditions:
- The order contains all the appropriate parts and components, and the packaging must be in the same condition as it arrived.
- The product has been handled normally, and breakage due to careless handling is excluded.
- Products for which hygiene is important must be thoroughly cleaned before the return process begins.
- The product must be defective upon receipt.
- We are entitled to charge the customer for shipping costs.
- A return will be processed within 7 working days. If the conditions are met, the return will be officially acknowledged within this period.
We reserve the right to refuse returned items if we suspect they have been used or damaged through no fault of our own.
How can I return my order?
If your order meets the above conditions, follow these steps to initiate the return process:
- Send an email to: info@luxorlondon.com
- Ensure the email includes the following information:
- Order number
- Reason for the return request
- Photo of the product in case of breakage
- First name + last name of the customer
- Customer's address
We will provide you with the return address after your email is received. Please do not send the return to the sender; we will send you the correct address after you contact us. You, the customer, are responsible for the shipping costs of returning the product.
Cancellation Rights (Stornobau)
The consumer has a right of withdrawal if the consumer is a natural person who enters into a legal transaction for purposes not related to their commercial or professional activity.
A. Cancellation Conditions
Right of cancellation:
The cancellation period is 14 days from the day on which you or a third party named by you (who is not the carrier) receives or accepts the last goods.
Since we work with an automated system, orders are processed immediately upon placement. As such, we cannot interrupt the shipping process, so refunds are not possible once the goods are received.
To exercise your right of withdrawal, you must inform us (Luxor London) of your decision to withdraw from the contract via a clear declaration (e.g., by email). The revocation is completed when we receive the goods. The cost of returning the goods shall be borne by the buyer.
Shipments in Transit:
As our goods are shipped from Asia, there may be longer transit times over which we have no control. If the goods are already on their way to you, cancellation is not possible. Please wait until you receive the goods, then return them to us. You may inform us about your cancellation in advance.
To ensure a fast return, please send us a shipping confirmation.
Consequences of Withdrawal
If you withdraw from this contract, we will refund all payments we have received from you (except for delivery costs) without delay, and at the latest, within fourteen days of receiving your cancellation and the goods. We will use the same payment method that you used for the original transaction, unless otherwise agreed with you. You will not be charged for this repayment.
ALL RETURNS WILL BE SENT TO OUR CENTRAL WAREHOUSE IN ASIA AT THE CUSTOMER'S EXPENSE.