Refund policy

Returns and cancellations

We want you to shop with confidence. For help with a return, email info@lux-oud.com with your order number or other proof of purchase.

Changing your mind

For online orders, you may cancel without giving a reason from the time you place your order until 14 days after the day you receive it. If an order is delivered in separate parts, the period runs from the day after the last item arrives. Tell us clearly by email or post that you wish to cancel, then send the items back within 14 days of telling us. Sale items have the same statutory cancellation rights.

You may inspect your purchase as you would in a shop. Please handle items carefully and return packaging where possible. We may make a lawful deduction for loss in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods. Original packaging is not a condition of your statutory rights.

Returning your order

Contact us for help arranging your return. You do not need our approval to exercise your legal right to cancel. Our postal address is Lux Oud Ltd, The Landing, Blue, MediaCityUK, Manchester, M50 2ST, United Kingdom.

You pay the direct cost of returning an unwanted order. Please package it securely, follow the carrier’s rules for sending fragrance products and retain proof of posting. We cover reasonable return costs for faulty, damaged, incorrect or misdescribed goods; contact us so we can arrange a suitable return.

Refunds

For a cancelled order, we refund the amount due without undue delay and no later than 14 days after receiving the returned goods or evidence that you have sent them back, whichever is earlier. If the goods have not been dispatched, we refund within 14 days of being told of your cancellation.

Refunds use the original payment method unless you expressly agree otherwise, with no refund fee. When you cancel your whole order, we also refund any standard outbound delivery charge paid. Any extra cost of an upgraded delivery service is not refundable. UK shipping is free on all orders, with no minimum spend.

Faulty, damaged or incorrect goods

If goods are faulty or not as described, you normally have a short-term right to reject them for a full refund within 30 days of delivery. After that, you may be entitled to a repair or replacement and, where appropriate, a price reduction or refund under the Consumer Rights Act 2015. Please contact us promptly with details; photographs can help us resolve the issue but do not replace your statutory rights. Any agreed refund for rejected faulty goods will be made without undue delay and within 14 days of our agreement that you are entitled to it.

Gifts and refund enquiries

Refunds for gifts are normally returned to the original purchaser’s payment method. If you are waiting for a refund, contact us at info@lux-oud.com so we can investigate.

Optional cancellation form

You can use this wording, but it is not compulsory: “To Lux Oud Ltd, The Landing, Blue, MediaCityUK, Manchester, M50 2ST, United Kingdom; info@lux-oud.com. I give notice that I cancel my contract for the following goods: [items]. Ordered on / received on: [date]. Name: [name]. Address: [address]. Date: [date].” Add your signature only if sending a paper form.

This policy does not limit your statutory consumer rights.