Refund policy

 

Refund and Returns Policy

At Luxeperfumes, we strive to provide our customers with high-quality products and excellent service. We understand that sometimes you may need to return an item. Please review our policy below to ensure a smooth process.

1. Change of Mind Returns (30 Days)

If you are not completely satisfied with your purchase, you may return it to us within 30 days of delivery.

  • Condition: Items must be returned in their original, unopened condition with all packaging and cellophane seals intact.

  • Return Costs: You are responsible for the cost of returning unwanted items. We strongly recommend obtaining proof of postage, as the items remain your responsibility until they reach our warehouse.

2. Hygiene & Safety Exception (Important)

Due to health protection and hygiene reasons, we cannot accept returns of perfumes, aftershaves, or cosmetics once the cellophane seal or packaging has been opened, unsealed, or tested. Unless the item is faulty, we reserve the right to reject returns that have been opened or used.

3. Faulty or Damaged Items

If you receive an item that is faulty, damaged, or not as described (and was not advertised as such), please notify us immediately at sales@luxeperfumes.co.uk.

  • Evidence: We may request photographic evidence of the damage to resolve the claim quickly.

  • Return Costs: For valid claims of faulty or damaged goods, we will provide a prepaid return label or reimburse your reasonable return postage costs.

  • Resolution: You are entitled to a full refund, replacement, or repair in accordance with the Consumer Rights Act 2015.

4. Diminished Value & Deductions

If you return an item that you have handled more than is necessary to establish its nature (e.g., the box is torn, accessories are missing, or the item is damaged by you), we may deduct an amount from your refund to cover the loss in value.

  • Assessment: All returns are inspected upon arrival.

  • Partial Refunds: If an item is returned in a non-resaleable condition due to customer handling, a partial refund may be calculated based on the product’s reduced value.

5. Returning Perfumes (Hazardous Goods Rules)

Perfumes and aftershaves are classified as "Dangerous Goods" (Flammable Liquids) for shipping purposes. When returning these items via Royal Mail or other couriers, you must follow strict safety regulations:

  • Packaging: The item must be securely packed in its original box and cushioned to prevent movement.

  • Labeling: You must tell the Post Office counter staff that the package contains perfume. They will apply an ID8000 label (Consumer Commodity). Failure to declare this may result in your package being destroyed by the carrier.

  • Volume Limits: Please check with your carrier regarding volume limits per package (usually max 150ml per item / 600ml per package for Royal Mail).

6. Processing Your Refund

Once your return has been received and inspected, we will notify you of the approval or rejection of your refund.

  • Timeline: Approved refunds will be processed within 14 calendar days of receiving the goods.

  • Method: Refunds will automatically be applied to your original method of payment. Please note that banks may take additional time to post the funds to your account.

Our Returns Address

Burnt Oak Pharmacy 71-73 Burnt Oak Broadway Edgware Middlesex HA8 5EP UK