At Luxus Home and Garden we take customer service very seriously. Your satisfaction is our top priority.
With that in mind, we aim to make your Luxus Home and Garden experience as smooth and seamless as possible – from purchase to delivery and beyond.
The following cancellations and returns information applies to all online orders.
*free items are non exchangeable and have no warranty.
If the furniture is discounted due to ex-display or as damaged then these rules do not apply there is no returns policy for those items.
Whether you want to cancel your order pre-delivery, return an item after delivery, or experience any kind of problem, here’s how we can help.
Decided not to keep your purchase?
Just notify us within 14 days of receiving your furniture.
Need us to collect your order? No problem, there is a fee which depends on the type of item you wish to return, for example £12 for a parasol and £60 for a complete garden set.
Ensure any item for return is in the condition that you received it. We will not be able to refund you in full if there are any signs of damage or misuse.
Ensure that any item is available for collection within 14 days.
Once you have confirmation that we've received your cancellation and the item is back in our warehouse and has been inspected, free from damage you will receive a full refund* to the original payment method you used, less the cost of the collection of the item.
Refunds made to a credit or debit card or via PayPal may not show in your account straightaway due to the clearing time required by banks to process the refund. Typically, this can take seven to ten working days, but varies depending on the bank. Please contact your card issuer or bank directly with any queries.
*If a build up and package removal has been completed, this cost will be deducted from the final refund.
Costs of Return
You will have to bear the cost of returning the goods. You should return smaller items with a value up to approximately £100 via Royal Mail or courier and this will cost about £10 - £20. Please make sure you insure the goods and retain proof of dispatch which might be required by us in order to process a refund.
For larger items, in mainland England and Wales, we can arrange to collect the items from the delivery address. The costs will be:
Cost Incl. VAT
Up to £199.99 - £30.00
Between £200.00 - £399.99 -£50.00
Over £400.00 - £65.00
There will be a surcharge for collection from Scotland of £20 - £100 depending on the location of the delivery address. In the event that delivery was to an agent/freight forwarder, collection will only be from the point of delivery not the onward customer address.
For items that have been taken offshore they must be returned to the original mainland delivery address and this cost will be borne by the buyer.
We will endeavour to collect the goods within 14 days of receipt of your notice to cancel the order. We will notify you of the collection date and you should ensure the items are available for collection on that date. Failure to have the goods available as arranged will delay any refund and possibly incur more charges.
Effects of Cancellation
If you cancel your order, we will reimburse the payment received from you, except for any supplementary costs arising if you chose a type of delivery other than the least expensive standard delivery offered by us, such as the build up and package removal service - this is a service that has been provided and cannot be refunded.
You must bear the cost of returning the goods via a courier or we can arrange to collect larger goods at the rates specified below.
We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. You are permitted to inspect the goods but are not allowed to use them. You must return the goods in the original packaging and in a resaleable condition. You should only open the packaging for one cushion (bought as part of a set) to check the colour, fabric, etc. and not all the cushions in the set. There may be a deduction if the goods are not returned in the same condition that they were in when they were delivered. To mitigate this we suggest, for pre-assembled items, you store them in a garage or cover them until they are collected.
We will make the reimbursement not later than 14 calendar days after the day we receive back from you any goods supplied or 14 days after the day you provide evidence that you have returned the goods.
We will make the reimbursement using the same means of payment as you used for the initial transaction. We will withhold reimbursement until we have received the goods back or you have supplied evidence of having sent the goods back, whichever is the earliest.
Cancellation, Returns & Exchanges
You can cancel your order up to 14 calendar days after the day on which you receive your goods.
To cancel your order, you must notify us in writing with your name, address, telephone number, email address and details of your order, and send to: Luxus Home and Garden Limited 71-75 Shelton Street Covent Garden London WC2H 9JQ. Please note: Our Build up and package revival service is non-refundable.
To meet the cancellation deadline, you must send your communication advising that you wish to exercise the right to cancel before the cancellation period of 14 days from delivery date has expired. Please note that if we receive the cancellation notice after the cancellation period, you may have to provide proof of dispatch for return items posted back to us.
You cannot cancel your order if the goods have become inseparably mixed with other items after delivery. For instance, if you treat the goods with teak oil or a teak care product, the timber and the teak care product will have become inseparably mixed. You will be deemed to have accepted the goods and you will not be able to cancel the order. Luxus do not accept any responsibility for any treatments to the wood carried out by the customer. Once built, we do not recommend that our furniture is modified or dismantled in any way, should this happen it will result in your warranty becoming null and void. We do not accept returns or exchanges for furniture that has been dismantled or modified in any way by the customer.
You cannot cancel your order for a full refund should it have been used or not in the same condition as it was delivered, if you decide that you do not want the furniture within the 14 day period you cannot leave the furniture outside as this will change the condition of the furniture and therefore forfeit your refund. You must store the furniture in a cool, dry environment and we will then collect the furniture on our next available slot.