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1. Defective, Damaged, or Incorrect Items If your item arrives defective, damaged, or incorrect:
· Notify Us: Contact us within 10 days of delivery at [email protected] with clear photos of the issue to ensure prompt, expedited handling. Note: Your full statutory rights under UK/EU consumer law, including the right to report faulty goods for up to two years, remain unaffected.
· Return Process: We will arrange and pay for the return shipping entirely. We will provide a prepaid return label or arrange a specialized logistics pickup from your address, as luxury goods require special handling.
· Resolution: Choose a full refund or a replacement. Refunds are processed within 14 days of receiving the returned item or proof of return (e.g., shipping receipt), using the original payment method, with no additional fees.
2. Returns for Dissatisfaction (Change of Mind)
If you are not satisfied with your purchase (exercising your 30-day right to cancel
Return Window: You must initiate the return within 30 calendar days of delivery.
· Eligibility: Items must be unused, undamaged, and returned in their original packaging.
· Return Process: Contact us to initiate the return. Our team will provide the correct German warehouse return address and necessary shipping documentation.
· Restocking Fee: We do not charge a restocking fee.
· Return Shipping Costs: You are responsible for the cost and arrangement of the return shipping. We can assist with arranging proper shipping for valuable, bulky items. Estimated return shipping costs for bulky items (e.g., furniture, sculptures) range from €50–€500, depending on size and location. Contact us for assistance with an estimate.
· Refund: Refunds are issued within 14 days of receiving the returned item or proof of return. We refund the full purchase price including the original standard delivery charge (excluding extra costs for premium delivery).
· Loss in Value: You are responsible for any loss in value of the goods due to handling that exceeds what is necessary to inspect the item’s condition, properties, or functionality (e.g., testing furniture for comfort is generally acceptable).
3. Exclusions from Cancellation Rights
If any customization is requested over our enlisted product, we don’t take any returns unless the product is defective or damaged.
The statutory cancellation right does not apply to:
· Custom-made, personalized, or Made-to-Order luxury items (e.g., bespoke furniture, commissioned sculptures, or products with a 7–8-week lead time).
· Items damaged due to unreasonable handling beyond inspection.
· Note: Defective, damaged, or incorrect items, even if custom-made, remain eligible for return under Section 1.
4. Sample Cancellation Form
To: Luxury Group International Ltd.
Email: [email protected] |
Phone: +44-7700183492
I/we hereby cancel the contract for the purchase of the following goods: Ordered on: ________ Received on: ________ Name: Address: Signature (if paper): Date:
Contact Us
For questions or to initiate a return or cancellation:
