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Shipping/Backorders
We try to keep an ample supply of all our products. All items in stock are shipped at time of order. Out of stock items will be placed on backorder and you will be notified. All backorder items will be shipped at the time the product becomes available.
If backorder period exceeds 30 days, we will notify the customer prior to shipment release. Backorders are shipped at prices in effect when the item was ordered. Most backordered items are shipped within 7 to 14 business days.
Customers may find the following link helpful
http://search2.dti.gov.uk/cgi-bin/cqcgi/@dti.env
To cancel, you can email us or write to us within seven days of delivery of your item(s), quoting your order number or reference. You must take good care of the item(s) and must not use them and item(s) and packaging should be returned in "as new" condition. Item(s) may be returned to Luxo to the address given, if you would like them collected contact Luxo for uplift charge.
If you have an Internet order query, please contact Luxo at sales@luxoonline.co.uk
Whilst we hope that all our transactions go ahead without problems we are aware that sometimes things do go wrong. If the error is our fault i.e. the wrong goods have been sent or you receive an item that is damaged we will sort the problem at our expense. If however the error is not of our making we do reserve the right to levy a handling charge to cover our costs.
Returned/Damaged/Missing Products:
Return Policies
In order to ensure your satisfaction, any undamaged or unused item in the original condition may be returned within 30 days of purchase for a refund of the original sale price. If however the error is not of our making we do reserve the right to levy a handling charge to cover our costs. Return carriage is non-refundable and the responsibility of the customer.
Return Procedures
Any item being returned must be undamaged, unused and in (as new), condition with the original packaging, (as new) and with accessories. Please send an email to sales@luxoonline.co.uk. Provide as much information as possible to help locate the original order, including the order number, your name, address, phone number, email address, and date of purchase. The order number and order date can be found on the invoice that was dispatched with goods. We also need to know what your reason is for the return.
You will be contacted by e-mail as soon as possible with further instructions, usually within 24 to 48 hours. Your refund will be issued as soon as the returned item has been received and evaluated.
A returns number will be issued and this number must be displayed on the outside of your returned package. Any items returned without a returns number on the package will be shipped back to the return address on the package. We will contact you by e-mail with further instructions, usually within 24 to 48 hours.
Missing Items
After a reasonable time, if your order or part of your order fails to arrive, please send an email to sales@luxoonline.co.uk. We will launch an immediate investigation in order to help resolve the problem as quickly as possible.
Damaged or Defective Items
Any item received by you in damaged or defective condition may be returned or exchanged at no cost to you within 7 days of your receipt. Please note that our warranty applies for all items. You must contact us by sending an email to sales@luxoonline.co.uk prior to sending your item back
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