Refund policy
Refund & Returns Policy – LUXADOM LTD
At LUXADOM LTD, we are committed to ensuring that every customer is fully satisfied with their purchase. This Refund and Returns Policy outlines your rights and our procedures in accordance with UK consumer laws, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.
1. COMPANY INFORMATION
Business Name: LUXADOM LTD
Company Registration Number: 16458612
Registered Address: Office 8030, 321-323 High Road, Chadwell Heath, Romford, RM6 6AX, United Kingdom
Email: support@luxadom.com
Phone: +44 7577 349651
Business Hours: Monday – Friday, 9:00 AM – 5:00 PM (UK Time)
2. OUR PROMISE TO YOU
We aim to provide stylish, comfortable, and high-quality footwear. If you are not completely satisfied with your purchase, we offer a clear and fair returns process.
This policy applies to all orders placed on our website and delivered within the United Kingdom.
3. 14-DAY COOLING-OFF PERIOD (RIGHT TO CANCEL)
As an online store, you have the legal right to cancel your order within 14 days from the day after you receive your items.
- You must notify us within this 14-day period
- After notifying us, you have an additional 14 days to return the item
- Email: support@luxadom.com
- Phone: +44 7577 349651
You may inspect the item as you would in a physical store. However, items must not be worn outdoors or used if you wish to return them.
4. CONDITION OF RETURNED ITEMS
To qualify for a full refund, items must:
- Be unused and unworn (except for trying on indoors to check fit, which is permitted)
- Be in original packaging (including box, tags, and labels)
- Show no signs of wear, damage, or dirt
- Be returned in the same condition and quantity
We encourage you to return items in their original packaging to prevent damage during transit. However, if you no longer have the original box, we may apply a small deduction for re-packaging costs, but we will not refuse the entire refund solely for missing packaging.
We reserve the right to refuse a return or deduct value if items are not in acceptable condition.
5. REFUNDS (CHANGE OF MIND)
Once your return is received and inspected:
- Refunds will be processed within 14 days
- You will receive:
- Full product price
- Standard delivery cost (if applicable)
- Refunds are issued to your original payment method (Shopify Payments)
Processing time may vary (typically 3–10 business days depending on your bank).
6. FAULTY, DAMAGED, OR INCORRECT ITEMS
If your item is faulty, damaged, or not as described:
- Within 30 days: You can request a full refund
- Return shipping costs will be covered by us
- Please contact us immediately with photos
- After 30 days (up to 6 months), you may be eligible for repair, replacement, or partial refund depending on the issue
If we determine the item is faulty, your refund will be processed in full, even if the tags are removed or the shoes have been lightly worn to discover the fault.
7. HOW TO RETURN AN ITEM
1. Contact us with your order number
2. Wait for return instructions and address
3. Pack items securely in original packaging
4. Send via a tracked shipping service
5. We strongly recommend keeping proof of postage
Return Address:
LUXADOM LTD
Office 8030, 321-323 High Road
Chadwell Heath, Romford
RM6 6AX, United Kingdom
8. RETURN SHIPPING COSTS
- Change of mind: Customer pays return shipping
- Faulty/damaged: We reimburse reasonable return costs
9. INSPECTION & APPROVAL
All returns are inspected upon arrival:
- You will receive an email confirmation
- If approved → refund processed
- If rejected → partial/no refund may apply
10. NON-RETURNABLE ITEMS
We cannot accept returns for:
- Worn or used items
- Items without tags/packaging
- Damaged or altered products
- Custom/personalised items (if applicable)
Faulty items are excluded from this non-returnable list and are always eligible for a refund or replacement.
11. YOUR LEGAL RIGHTS
This policy does not affect your statutory rights under UK law. You are always protected under the Consumer Rights Act 2015.
12. CONTACT US
If you have any questions, feel free to reach out:
Email: support@luxadom.com
Phone: +44 7577 349651
Business Hours: Monday – Friday, 9:00 AM – 5:00 PM (UK Time)
Address: Office 8030, 321-323 High Road, Chadwell Heath, Romford, RM6 6AX, United Kingdom
Company Registration Number: 16458612
We aim to respond within 24 hours.