Returns Policy

At Luxura, we take pride in our high-quality, handcrafted products and aim for your complete satisfaction. Here’s what you need to know about our returns policy:

Bespoke/Made-to-Order Items:

• Non-Returnable: Custom-made items like sofas, dining sets, armchairs, cushions, and coffee tables are tailored specifically to your choices of colors and fabrics. As these items are made just for you, they cannot be returned or refunded.

• Before You Buy:

  • Design Consultations: We encourage you to contact our team for a design consultation to ensure your selections are perfect.
  • Product Previews: Take advantage of our video tours to see products in detail.
  • Fabric Swatches & In-Home Visits: We can send you fabric samples and even offer in-home consultations to help you decide.

Standard Items Return window:

• Return Window: Non-customised, standard items can be returned within 14 days of delivery for a refund or store credit.

Upon Delivery:

• Inspect Your Items: Please check your order immediately upon arrival.
  • • Reporting Issues: If there are any faults or damages, inform us within 24 hours by emailing info@luxurahome.co.uk with your order number.

  • Faulty Items:

    • Return Policy: Should your standard* item be faulty, you have 14 days to return it for a replacement or refund.
    • Condition of Returns: Items must be returned in the same condition as dispatched, with no additional signs of use or damage.
    • Damaged Returns: Items returned with additional damages or signs of use may be refused or subject to a reduced refund to cover repair or replacement costs.

  • Handcrafted Details:

    • Natural Variations: Since our products are handmade, slight differences in size or symmetry (up to 5cm) may occur. These are normal and showcase the unique craftsmanship of your piece.

Delivered Items:

• Ownership and Responsibility: Once your items are delivered and paid for in full, they become your property and responsibility. We are not liable for any loss, damage, or destruction after delivery, except for issues identified at the time of delivery.

• Delivery Confirmation: Signing the delivery note confirms that you’ve inspected the items thoroughly and are satisfied they are as expected and free of damages or defects.

• Driver Assistance: Our drivers can unwrap any bespoke items and allow you time to verify they are correct. They also document the condition of the items upon arrival with photographs and videos as a standard procedure.

Our Commitment to You:

Your happiness is our top priority. If you have any concerns or issues with your order, please reach out to us promptly so we can assist you.

Returns ELIGIBILITY:

Eligible Items for Return:
Returns are only accepted for standard (non-bespoke) items that meet the following conditions:

• Unused and unassembled

• In original packaging

• No signs of use, wear, or handling

• If items show any signs of assembly, use, or are not returned in their original packaging, we will be unable to accept the return.

• Please note, any faults or damages must be reported to us within 24 hours of delivery for a return or replacement to be considered. For bespoke-made items, we will either repair or replace the item depending on the nature of the issue and the product involved.

• Proof of Purchase: Please retain your receipt or order number for any after-sales inquiries.

Contact Us:

If you’re unsure whether an item is bespoke or standard, or if you’d like to view videos of our products or order fabric swatches before placing an order, please don’t hesitate to get in touch with our team. We’re here to assist you in making the perfect choice for your home.

• Email: info@luxurahome.co.uk
• Phone: 01615315601
• Live Chat: Visit our website and click on the live chat icon to speak with a representative.
• Design Consultations: Call us to discuss your preferences in detail.