Politique d’expédition
LUXIVAA — REFUND AND RETURNS POLICY
Last updated: May 28, 2026
At Luxivaa Ltd ("Luxivaa", "we", "us", "our"), we want you to be entirely satisfied with your purchase. This Refund and Returns Policy sets out your rights and our obligations under the laws of England and Wales, including the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.
This policy forms part of our Terms of Service. Nothing in this policy affects your statutory rights as a consumer.
1. YOUR 14-DAY RIGHT OF CANCELLATION
If you are a consumer based in the United Kingdom, you have the legal right to cancel your order within 14 days without giving any reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
The cancellation period expires 14 days after the day on which you (or a third party other than the carrier indicated by you) acquire physical possession of the goods. Where your order consists of multiple goods delivered separately, the 14-day period starts the day after the last item is received.
How to cancel
To exercise your right to cancel, you must inform us of your decision by a clear statement before the 14-day period expires. You may use any of the following methods:
- Email: info@luxivaa.com (recommended — fastest processing)
- Post: Luxivaa Ltd, 20 Wenlock Road, London, England, N1 7GU
You may use the model cancellation form provided at the end of this policy (Annex A), but it is not obligatory.
To meet the cancellation deadline, it is sufficient that you send your communication concerning your exercise of the right to cancel before the cancellation period has expired.
Effects of cancellation
If you cancel within the 14-day period:
- We will reimburse all payments received from you, including the standard cost of delivery (with the exception of any supplementary costs arising from your choice of a type of delivery other than the least expensive standard delivery we offered).
- The reimbursement will be made without undue delay, and in any event not later than 14 days after the day we receive the returned goods, or 14 days after the day you provide evidence of having returned them, whichever is earliest.
- Reimbursement will be made using the same means of payment you used for the initial transaction, unless you have expressly agreed otherwise. You will not incur any fees as a result of the reimbursement.
Returning the goods
You must send the goods back to us without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation to us.
The deadline is met if you send back the goods before the 14-day period has expired.
You will bear the direct cost of returning the goods. Return shipping instructions will be provided by our customer service team once you initiate the cancellation by contacting info@luxivaa.com. Do not return goods to the address printed on the parcel without prior contact with us — our return processing centre may differ from the shipping origin.
You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods. In simple terms: you may inspect and try the product as you would in a shop, but goods returned in a clearly worn, used, damaged or incomplete condition may have their refund reduced accordingly.
2. EXCEPTIONS TO THE RIGHT OF CANCELLATION
The 14-day right of cancellation does not apply to the following types of goods, in accordance with the Consumer Contracts Regulations 2013:
- Goods made to your specifications or clearly personalised;
- Sealed goods which are not suitable for return for health protection or hygiene reasons and which were unsealed after delivery (e.g. underwear, swimwear, earrings, cosmetics);
- Goods which are liable to deteriorate or expire rapidly;
- Sealed audio or video recordings or sealed computer software which were unsealed after delivery;
- Goods which are, after delivery, according to their nature, inseparably mixed with other items.
For these categories, refunds will only be issued for goods that are faulty, damaged on arrival, or not as described (see Section 3).
3. FAULTY, DAMAGED, OR INCORRECT ITEMS (CONSUMER RIGHTS ACT 2015)
Separately from the 14-day right of cancellation, you have legal rights under the Consumer Rights Act 2015 if the goods are faulty, not as described, or not fit for purpose.
Short-term right to reject (30 days)
If your goods are faulty or not as described, you have 30 days from receipt to reject them and claim a full refund, with no deduction.
Right to repair or replacement
After 30 days but within 6 months of receipt, you may request a repair or replacement at no cost. If we are unable to repair or replace the goods, or if doing so would be disproportionate, you are entitled to a price reduction or a refund.
How to claim
Contact us within the relevant period at info@luxivaa.com with:
- Your order number;
- A clear description of the issue;
- Photographs or short video evidence of the fault or damage (and, where relevant, of the packaging on arrival);
- Your preferred remedy (refund, replacement, repair).
We will acknowledge your claim within 2 business days and provide a resolution proposal within 5 business days.
For low-value damaged or faulty items, we may, at our discretion, issue a refund or replacement without requiring the return of the goods. We will confirm this in writing when applicable.
4. NON-DELIVERY OR LATE DELIVERY
We aim to deliver your goods within the timeframe communicated at checkout. Under the Consumer Rights Act 2015, if we have not delivered your goods within 30 days (or any longer period expressly agreed), you have the right to treat the contract as at an end and obtain a full refund.
If you believe your order has not arrived, please contact info@luxivaa.com with your order number. We will investigate with the carrier and either:
- Provide tracking confirmation of delivery;
- Arrange a replacement shipment;
- Issue a full refund.
5. REFUND TIMELINES AND METHOD
| Scenario | Refund timeline |
|---|---|
| 14-day cancellation, goods returned | Within 14 days of us receiving the goods or proof of return |
| Faulty / damaged / not as described | Within 14 days of agreement on the remedy |
| Non-delivery beyond 30 days | Within 14 days of confirmation |
Refunds will be issued to the original payment method used at checkout (debit/credit card, Klarna, PayPal, etc.). Please note that while we process refunds promptly on our side, your bank or payment provider may take an additional 3–10 business days to credit the amount back to your account.
If you have not received a refund within the timeframes above plus the bank processing time, please first re-check your account and contact your bank or card issuer. If the refund is still missing, contact us at info@luxivaa.com.
6. RETURN SHIPPING COSTS
| Reason for return | Who pays return shipping |
|---|---|
| Change of mind (14-day cancellation) | You (the customer) |
| Faulty, damaged, incorrect, or not as described | Luxivaa — we will provide a prepaid return label or reimburse your reasonable return shipping costs |
We recommend using a tracked shipping service for any returned items, as we cannot be held responsible for items lost in transit to us.
7. EXCHANGES
We do not currently offer direct exchanges. If you wish to exchange an item for a different size, colour or model, please:
- Place a new order for the desired item;
- Return the original item under the 14-day cancellation procedure (Section 1) or, if faulty, under Section 3.
This ensures you receive your replacement as quickly as possible without waiting for the return to be processed.
8. SALE AND PROMOTIONAL ITEMS
Items purchased on sale, with promotional discounts, or as part of a bundle offer are subject to the same rights as full-price items under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015. Your statutory rights are not affected by a reduced price.
Where a bundle is partially returned, the refund may be calculated proportionally based on the value of the returned item relative to the bundle as a whole.
9. ORDER CANCELLATION BEFORE DISPATCH
If you wish to cancel an order before it has been dispatched, please contact us immediately at info@luxivaa.com with your order number in the subject line. We will do our best to stop the dispatch, but as orders are processed rapidly, we cannot guarantee cancellation requests will be successful once the order is in our fulfilment system.
If the order has already been dispatched, the standard 14-day cancellation procedure (Section 1) will apply once you receive the goods.
10. CHARGEBACKS
We take customer satisfaction seriously and aim to resolve any dispute directly. If you have an issue with your order, please contact us before initiating a chargeback with your bank or card issuer. Most disputes can be resolved within 48 hours of contact.
Fraudulent or unjustified chargebacks may be contested with evidence of delivery, correspondence, and order fulfilment.
11. CONTACT
For any questions about this Refund and Returns Policy, or to initiate a cancellation, refund or return:
Luxivaa Ltd Email: info@luxivaa.com Registered office: 20 Wenlock Road, London, England, N1 7GU Company registration number: 16662112
We aim to respond to all enquiries within 2 business days.
ANNEX A — MODEL CANCELLATION FORM
(Complete and return this form only if you wish to withdraw from the contract within the 14-day cancellation period.)
To: Luxivaa Ltd, 20 Wenlock Road, London, England, N1 7GU Email: info@luxivaa.com
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*] / for the supply of the following service [*]:
Ordered on [*] / received on [*]: _____________________________
Order number: _____________________________
Name of consumer(s): _____________________________
Address of consumer(s): _____________________________
Signature of consumer(s) (only if this form is notified on paper): _____________________________
Date: _____________________________
[*] Delete as appropriate.
This Refund and Returns Policy was last updated on May 28, 2026. It is governed by the laws of England and Wales.