Returns Policy
Return Policy
Effective Date: April 2025
At LuxaMarket.co.uk, we want all customers to shop with confidence.
Because LuxaMarket is a multi-seller marketplace, each seller operates their own store under our marketplace rules.
This Return Policy explains your rights and how returns and refunds are handled across the platform.
1. General Return Rights
Under UK law (Consumer Contracts Regulations), customers purchasing from LuxaMarket sellers are entitled to:
- Cancel most purchases within 14 days of receiving the item ("cooling-off period") for a full refund.
- Return the item in the same condition it was received (unused and with original packaging where applicable).
Exceptions may apply for certain products (see Section 5).
2. How to Request a Return
- Contact the seller via your LuxaMarket account within 14 days of receiving your item.
- The seller will provide instructions for returning the item, including the return address and any applicable process.
- Items must be posted back within 14 days of notifying the seller.
- Once the seller receives the item in its original condition, they will issue a refund.
3. Return Shipping Costs
- If the item is faulty, damaged, or not as described, the seller is responsible for return shipping costs.
- If you are returning the item simply because you changed your mind (within the 14-day cooling-off period), you are responsible for return shipping costs unless the seller offers free returns.
4. Refunds
- Refunds will be processed via the original payment method.
- Refunds must be issued within 14 days of the seller receiving the returned item.
- LuxaMarket may intervene if a seller fails to comply with their return obligations.
5. Items That Cannot Be Returned
Unless faulty or not as described, the following items are usually non-returnable:
- Custom-made or personalised items
- Perishable goods (e.g., food, flowers)
- Digital downloads
- Health, hygiene, or personal care items (e.g., cosmetics, earrings) if unsealed after delivery
Always check the seller’s store policy before purchasing.
6. Problems with Orders
If you experience any of the following issues:
- The seller does not respond to your return request
- The seller refuses a return without valid reason
- The item received is significantly different from its description
Please open a Dispute through LuxaMarket’s Resolution Centre so we can help mediate.
7. Seller Responsibilities
Sellers must:
- Clearly display their own return policies in their shop.
- Comply with UK consumer protection laws, including honouring the 14-day cooling-off period (unless an exemption applies).
- Process returns and refunds promptly and fairly.
8. LuxaMarket's Role
LuxaMarket is not the seller of products but provides a platform to assist with disputes when necessary.
We reserve the right to take action against sellers who fail to comply with our policies.
9. Contact Us
If you have any questions about this Return Policy or need assistance:
LuxaMarket.co.uk
Email: web@luxamarket.co.uk
Exchange Policy
Exchange Policy
Effective Date: April 202&
At LuxaMarket.co.uk, we understand that sometimes an item isn’t quite right.
Because LuxaMarket is a multi-seller marketplace, each seller manages their own shop, but exchanges must meet the following marketplace rules.
1. Can I Exchange an Item?
- Exchanges are allowed at the discretion of the seller.
- Before purchasing, please review the individual seller’s shop policies regarding exchanges.
- If the seller offers exchanges, they will provide options for replacement items (e.g., different size, colour, or model).
2. How to Request an Exchange
- Contact the seller via your LuxaMarket account within 14 days of receiving the item.
- Provide details about the item you want to exchange and the reason.
- The seller will confirm if an exchange is possible and provide instructions.
Important:
An exchange is typically treated as a return first — meaning the original item must be sent back before the replacement is sent.
3. Conditions for Exchanges
- Items must be returned in their original, unused condition, including all packaging, tags, and accessories.
- Items must be returned within 14 days after the seller confirms the exchange.
The seller reserves the right to refuse an exchange if:
- The item is damaged, used, or altered.
- It falls under non-exchangeable items (see Section 5 below).
4. Who Pays for Return Shipping?
- If the exchange is due to a faulty, wrong, or damaged item, the seller will cover the return and reshipping costs.
- If the exchange is requested due to a change of mind, wrong size, or preference, the buyer is responsible for return shipping costs, unless the seller specifies otherwise.
5. Items That Cannot Be Exchanged
Unless faulty or not as described, the following are usually non-exchangeable:
- Custom-made or personalised products
- Perishable goods (e.g., food, flowers)
- Digital downloads
- Health, hygiene, or personal care products (e.g., earrings, cosmetics) once opened
Always check the seller’s individual exchange policy before ordering.
6. Problems with Exchanges
If the seller:
- Does not respond to your exchange request
- Refuses an exchange unfairly
- Sends a replacement item that is incorrect
You can open a Dispute through LuxaMarket’s Resolution Centre for assistance.
7. LuxaMarket’s Role
LuxaMarket acts as a platform provider and mediator but is not the seller of goods.
We may assist in resolving disputes but are not responsible for the outcome of exchanges between buyers and sellers.
8. Contact Us
If you have any questions about exchanges or need help:
LuxaMarket.co.uk
Email: web@luxamarket.co.uk
