Refund policy

Refund & Returns Policy – Luxadom

At Luxadom, 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.

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.

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 7577349651

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.

Condition of Returned Items

To qualify for a full refund, items must:

  • Be unused and unworn
  • 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 reserve the right to refuse a return or deduct value if items are not in acceptable condition.

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. Processing time may vary (typically 3–10 business days).

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.

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

We strongly recommend keeping proof of postage

Return Shipping Costs

  • Change of mind: Customer pays return shipping
  • Faulty/damaged: We reimburse reasonable return costs

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

Refund Processing Time

Approved refunds are issued within 14 days of receiving the returned item.

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)

Your Legal Rights

This policy does not affect your statutory rights under UK law. You are always protected under the Consumer Rights Act 2015.

Contact Us

If you have any questions, feel free to reach out:

📧 Email: support@luxadom.com
📞 Phone: +44 7577349651
📍 Address: Office 8030, 321-323 High Rd, Chadwell health, Romford, United Kingdom

🕒 Business Hours: Monday – Friday, 9:00 AM – 5:00 PM (UK Time)

We aim to respond within 24 hours.