Refund policy

 

Refund & Returns Policy

Last Updated: 19/05/26

We want you to love your purchase from Luxe Furniture. If for any reason you decide an item isn’t right, you may request a return in accordance with the policy below.


1. Change-of-Mind Returns (14-Day Return Window)

You may return eligible items within 14 days of delivery for a refund.

To be eligible:

  • The item must be unused, unassembled, and in original packaging
  • The item must be in resaleable condition
  • Return shipping costs are the customer’s responsibility
  • We cannot accept assembled or used furniture

Please contact us before sending anything back so we can provide return instructions.

 

2. How to Start a Return

To request a return, email our customer service team with:

  • Your order number
  • Product name/code
  • Reason for return

We will confirm approval and provide the correct return address.

Do not return items without contacting us first, as this may delay your refund.

3. Return Shipping Costs

For change-of-mind or incorrect item ordered:

  • The customer is responsible for arranging and paying return shipping
  • Furniture must be returned in its original packaging

For damaged or defective items (see section below), Luxe Furniture covers return or replacement shipping costs.

4. Damaged or Defective Items

We take every precaution to ensure your furniture arrives in perfect condition.

In the rare event of damage or a manufacturing defect, please contact us within:

  • 2 working days of delivery for damages
  • 2 working days for manufacturing defects
  • 5 days for lost parcel claims
  • 2 working days for missing parts

Please include:

  • Photos or videos of the issue
  • A brief description
  • Your order number

Once verified, we will arrange one of the following:

  • Replacement
  • Refund
  • Partial refund / discount
  • Repair (where appropriate)

5. Items Not Eligible for Return

We are unable to accept returns for:

  • Used or assembled items
  • Items without original packaging
  • Bespoke, made-to-order, or custom products
  • Flat-pack items that have been partially or fully assembled
  • Items returned outside the allowed timeframe
  • Products with natural variations typical of handcrafted furniture

6. Natural Variations in Handmade Furniture

Many of our pieces are handcrafted and made from natural wood.

These natural features are not considered faults and are therefore not eligible for return. Examples include:

  • Natural grain variations
  • Colour or shade differences
  • Knots or texture patterns
  • Slight size or design differences
  • Minor filler marks
  • Fabric or pattern positioning differences
  • Minor imperfections typical of hand-painted or hand-finished items

These characteristics are normal and part of the charm of handmade furniture.

7. Refund Processing Time

Refunds are issued to the original payment method within:

  • 14 business days of receiving and inspecting the returned item

Refunds may be reduced if:

  • The item is returned damaged
  • Packaging is missing
  • The product is not in resaleable condition

8. Refused Deliveries & Incorrect Addresses

If a delivery is refused or the address is incorrect:

  • Redelivery fees may apply
  • If the item is returned to us, it may be downgraded and hold reduced value
  • We are not liable for any loss caused by incorrect customer information

9. Backorders & Split Shipments

Items in stock will ship immediately. Backordered items ship once available.

Shipped items cannot be cancelled or modified.

10. Infestation Policy (90 Days)

We follow a strict 90-day infestation policy.

Any claim requires clear evidence and must be reported within 90 days of delivery.

Resolutions may include refund, replacement, or exchange.


 

Questions?

If you have any questions regarding your return, feel free to email us at info.luxefurniture@gmail.com.