Refund policy

We have a 30 day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, uninstalled and unused, complete with all parts and accessories, and in its original packaging. You will also need the receipt or proof of purchase.

To start a return, contact us at info@luxy-design.com. Items sent back to us without first requesting a return will not be accepted.

You can always contact us with any return question at info@luxy-design.com.

Below are the most common return requests.

Returns for Change of Mind
If you wish to return an item that is not faulty or damaged, the return is at your own cost. You are responsible for arranging and paying for return shipping to our facility, including a tracked shipping service, and the tracking number must be provided to us once the parcel is sent. Due to the size and delicate nature of our lighting products, items must be securely packed, ideally in their original packaging, to prevent damage in transit. We are not responsible for items lost or damaged on the way back to us, and any return that arrives damaged as a result of inadequate packaging will not be eligible for a refund.

Our products are large and bulky, which makes every stage of an order costly for us, from the specialised packaging needed to protect them, to transport and shipping, to handling, processing and the staff who carry out this work. For this reason, returns where the product has no damage, defect or fault are subject to a 30% restocking fee, deducted from your refund.

Refunds are processed to the original payment method once the returned item has been received and inspected at our facility.

Damaged, Faulty, Missing or Incorrect Items
Please inspect your order upon delivery. Any damage, missing parts or incorrect items must be reported to us within 48 hours of delivery at info@luxy-design.com, together with your order number and clear photos or a video showing the shipping label, the opened box and all contents removed from the box. Reports received after 48 hours, or without this evidence, cannot be accepted, and the order will be considered received complete and in good condition.

Once we have reviewed your case, we will arrange the most suitable solution, which may include a replacement part, a replacement item, or a return. Where a return is approved for a damaged, faulty or incorrect item, we will provide a return shipping label and instructions on how and where to send your package.

Troubleshooting Before Returns
Many reported issues, such as remote pairing or colour synchronisation, are setup related and can be resolved quickly. For any reported fault, you must complete the troubleshooting steps provided by our support team and send us a video showing the issue after those steps have been followed, before a return or refund can be considered. Removing, replacing or substituting the product with another fixture before your case has been resolved will void the claim.

Installation Damage
Damage caused by incorrect installation, incorrect wiring, modification of the product, or use that does not follow the installation manual is not covered and is not eligible for a return, replacement or refund.

Product Compatibility
Full dimensions, mounting base measurements, electrical specifications, installation diagrams and the installation manual are available on every product page. It is your responsibility to review this information before ordering and to confirm the product is suitable for your space and existing installation. Incompatibility with an existing setup is not considered a defect and is treated as a change of mind return.

Measurements and Finish Variation
All measurements are approximate and may vary slightly due to manual measurement. We work with multiple production partners depending on region and stock availability, so minor visual or decorative differences may exist between batches. These differences do not affect the function or overall design of the product and are not considered a defect.

Non-Returnable Items
We cannot accept returns on items that have been installed, modified or damaged after delivery, custom or special order items, sale items, or gift cards. Please get in touch if you have any questions about your specific item.

Exchanges
The fastest way to get the item you want is to return the item you have, and once the return is accepted, place a separate order for the new item.

Return Customs Declarations
Where a return crosses an international border, the parcel must be declared as "returned goods" at no more than the original order value. Any customs duties, taxes or clearance fees charged as a result of an incorrect or inflated declaration will be deducted from your refund.

Delivery and Proof of Delivery
You are responsible for providing a complete and correct shipping address at checkout. An order delivered to the address entered at checkout is considered fulfilled. A "Delivered" status recorded by the carrier counts as proof of delivery. If a parcel shows as delivered but cannot be found, you must contact us within 7 days of the delivery scan so we can open a trace investigation with the carrier. Parcels lost or stolen after a recorded delivery are handled through the carrier investigation and are not eligible for a refund or replacement from us.

Split Shipments
To reduce the risk of damage in transit, larger orders may be shipped in multiple packages that can arrive on different days. An order is not considered incomplete until all packages have been delivered or the delivery timeframe of your selected shipping method has passed.

European Union 14 Day Cooling Off Period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days of delivery, for any reason and without justification. As above, your item must be in the same condition that you received it, uninstalled and unused, complete with all parts and accessories, and in its original packaging. You will also need the receipt or proof of purchase. Return shipping costs for cancellations are at your own expense.

Refunds
We will notify you once we have received and inspected your return, and let you know whether the refund has been approved. If approved, you will be automatically refunded to your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we approved your return, please contact us at info@luxy-design.com.

Disputes and Chargebacks
If you have any concern about your order, including delivery times, tracking or the condition of your item, we ask that you contact us first at info@luxy-design.com. Our team responds to every inquiry and will work with you to resolve the issue as quickly as possible.

Opening a dispute or chargeback with your bank or card provider without first contacting us, or before the estimated delivery timeframe agreed at checkout has passed, is a misuse of the chargeback system and is not acceptable. Delivery timeframes are clearly stated for each shipping method at the point of purchase, and by completing your order you agree to them. An order that is still within its agreed delivery window has not failed to arrive.

Any dispute or chargeback filed under these circumstances will be treated as fraudulent. We will contest it with full evidence, including order records, tracking information and all communication on file, and we reserve the right to pursue legal action to recover the funds and any associated costs.

Please note that once a dispute is opened, we are required to respond directly to your bank or card provider, and we can no longer resolve the matter with you directly. Contacting us first is always the fastest way to a resolution.

Acceptance of Policies
By placing an order with Luxy Design, you confirm that you have read and agreed to these policies, including the delivery timeframe of the shipping method selected at checkout.