RETURN & REFUND POLICY
Our Commitment to Customer Satisfaction
At LUIZ LUX, we want every customer to enjoy a positive and confident shopping experience.
We understand that occasionally a product may not meet your expectations, an order may arrive damaged, or you may need assistance with a return, exchange, or refund.
Whatever the situation, our customer support team is here to listen, review your concerns, and help find a fair and appropriate solution.
We aim to make our return and refund process clear, straightforward, and consistent with applicable consumer protection laws.
Please contact our customer support team before returning any product so we can provide the correct return instructions and destination.
A. 15-Day Return Policy
At LUIZ LUX, we accept eligible standard return requests submitted within 15 days of receiving your order.
To qualify for a standard return, products should generally meet the following conditions:
- The item is unused, unworn, and unwashed.
- The product remains in its original condition.
- Original packaging, tags, and included accessories are retained where applicable.
- The return request is submitted within 15 days of delivery.
- Proof of purchase or a valid order number is provided.
Restocking Fee: $0.00 — We do not charge restocking fees.
Certain personalized, customized, or made-to-order products may have different return eligibility requirements, as explained below.
If you’re unsure whether your product qualifies for a return, please contact us so we can review your request.
Statutory Cancellation Rights
For customers covered by the UK’s Consumer Contracts Regulations 2013, most eligible online purchases include a 14-day statutory cancellation period beginning the day after the goods are received.
Where this right applies, customers generally have a further 14 days after notifying us of cancellation to return the goods.
Our 15-day standard return window does not reduce or replace these statutory rights.
Products that are genuinely made to a customer’s specifications or clearly personalized may be exempt from the statutory change-of-mind cancellation right, subject to applicable law.
Nothing in this policy affects your mandatory consumer rights.
B. Personalized & Made-to-Order Products
Some products offered by LUIZ LUX are manufactured, printed, or customized specifically for individual customers.
Because certain personalized products cannot reasonably be resold, standard change-of-mind returns may be restricted where permitted by law.
However, we encourage you to contact us even if your product has been customized.
Our team will review the circumstances and explain whether a return, replacement, refund, or another suitable resolution may be available.
Please note that not every product manufactured after an order is placed automatically qualifies as a legally exempt personalized product.
If a customized item arrives damaged, defective, or different from the confirmed order details, we will provide an appropriate remedy in accordance with applicable consumer protection laws.
Personalization does not remove your legal rights regarding faulty, damaged, or incorrectly supplied products.
C. Order Cancellations & Modifications
If you need to cancel an order, change a product option, or correct your shipping address, please contact us as soon as possible.
We recommend submitting modification or cancellation requests within:
- 24 hours after ordering on weekdays
- 48 hours after ordering on weekends
If your order has not entered production or fulfillment, we’ll make reasonable efforts to accommodate your request.
Once production has begun or the order has been dispatched, changes may become more difficult or unavailable.
Please include your full name, order number, and requested changes when contacting us.
Eligible cancellation requests are generally reviewed within 1–2 business days.
These operational timeframes do not limit any statutory cancellation rights that apply to your purchase.
For eligible orders covered by statutory distance-selling cancellation rights, cancellation requests will be handled in accordance with applicable law, even if production has already begun.
D. Damaged, Defective or Incorrect Products
If your order arrives damaged, defective, or different from what you purchased, please contact our customer support team.
We recommend reporting the issue within 30 days of delivery, where possible, and providing:
- Your order number
- A brief description of the problem
- Clear photographs showing the affected product, if available
- Any additional information relevant to your request
Once the issue has been reviewed, we will arrange an appropriate resolution, which may include:
- A free replacement, or
- A full refund for the affected product
Where applicable law requires a different remedy or gives you a choice of remedies, your statutory rights will take priority.
If a return is necessary because of a verified defect or fulfillment error, we will cover the authorized return shipping costs.
In some circumstances, returning the original product may not be necessary.
Your Rights Under UK Consumer Law
Under the Consumer Rights Act 2015, goods must generally be of satisfactory quality, fit for purpose, and as described.
Eligible UK consumers may have a 30-day short-term right to reject faulty goods and obtain a refund.
Additional rights to repair, replacement, price reduction, or refund may apply beyond that period, depending on the circumstances.
The suggested 30-day reporting period in our customer service process does not limit these legal rights.
E. Change-of-Mind Returns
We understand that sometimes a product may not be exactly what you expected.
If you change your mind, order an incorrect size, or decide an item is not suitable, please contact us within 15 days of delivery.
For standard returns under our store policy, eligible products should be unused, unworn, unwashed, and in their original condition.
For approved change-of-mind returns, customers may be responsible for return shipping costs unless otherwise agreed or required by law.
Original shipping charges are generally non-refundable for voluntary returns outside statutory cancellation rights.
Where statutory cancellation rights apply, we will refund any original standard delivery charges required by law. Additional charges for an upgraded delivery service may not be refundable.
For statutory cancellations, customers may inspect goods to the extent reasonably necessary to establish their nature, characteristics, and functioning. Any deduction for diminished value will be made only where legally permitted.
Depending on the circumstances, we may also offer an alternative resolution, such as:
- A product exchange
- A replacement
- Store credit, with your agreement
- A refund without requiring the item to be returned
Personalized products may be excluded from standard change-of-mind returns where legally permitted.
F. Exchanges & Size Changes
If you would like to exchange a product for another size, color, or style, please contact us within 15 days of receiving your order.
Our customer support team will review the product’s eligibility and explain the available options.
Depending on the circumstances, we may arrange:
- An exchange for an eligible item
- A replacement product
- A refund where applicable
- Assistance with placing a new order
For voluntary exchanges requested by customers, additional shipping costs may apply unless otherwise agreed.
If an exchange is required because we supplied an incorrect or defective product, we will cover the applicable replacement and authorized return shipping costs.
Please contact us before sending any products back so we can provide the correct instructions.
G. Delayed, Missing or Lost Orders
Orders generally require 5–7 business days for processing and preparation, followed by the estimated shipping time for the delivery destination.
If your order has not arrived within the expected delivery period or your tracking information has not updated for an unusually long time, please contact us.
Our customer support team will review the available tracking information and coordinate with the shipping provider where necessary.
If a package is confirmed lost in transit, we will arrange an appropriate resolution, which may include:
- A replacement at no additional cost, or
- A full refund for the undelivered order
Where applicable consumer law provides a right to cancel or receive a refund because goods have not been delivered within the required timeframe, those rights will be respected.
Customers are not required to resolve shipping disputes independently with delivery companies before seeking assistance from us.
For additional information about delivery estimates and shipping procedures, please review our Shipping Policy.
H. Return Shipping Costs
Return shipping responsibilities depend on the reason for the return and any applicable legal requirements.
For Damaged, Defective or Incorrect Products
If a return is required because of a verified product defect or an error on our part, LUIZ LUX will cover the authorized return shipping costs.
For Standard Change-of-Mind Returns
Customers may be responsible for the direct cost of returning eligible products unless otherwise agreed or required by law.
Where statutory cancellation rights apply, return shipping costs will be handled in accordance with the applicable legal requirements and information provided to customers before purchase.
Restocking Fee: $0.00 — No restocking fees are charged.
Please contact our support team before returning a product so we can provide the appropriate return instructions and confirm whether a physical return is necessary.
I. Refund Approval & Processing
Once your return or refund request has been reviewed and approved, we will issue the refund to the original payment method used at checkout, unless another method is legally required or expressly agreed upon.
For approved refunds handled under our standard store policy, we generally initiate processing within 3–5 business days.
Please note:
- Your bank or payment provider may require additional time to credit your account.
- Processing times may vary depending on the payment method.
- We will provide confirmation when your refund has been initiated.
- If you have not received your refund within the expected timeframe, please contact us.
Refunds Under Statutory Cancellation Rights
Where UK statutory cancellation rights apply, refunds will be issued within the legally required timeframe, generally no later than 14 days after we receive the returned goods or receive satisfactory evidence that the goods have been sent back, whichever occurs first.
Where no goods were supplied, applicable refund deadlines will be calculated according to the relevant legal requirements.
Refunds for faulty goods will also be processed in accordance with applicable consumer protection laws.
Our internal 3–5 business day processing target does not extend any legally required refund deadline.
J. How to Request a Return or Refund
We aim to make requesting assistance as straightforward as possible.
Step 1 — Contact Customer Support
Email lequyenmmo97@gmail.com with your order number and a brief explanation of your request.
Step 2 — Provide Relevant Information
If your product is damaged, defective, or incorrect, please include clear photographs where available to help us review the issue.
Step 3 — Receive a Response
Our customer support team will review your request and explain the available return, replacement, exchange, or refund options.
Step 4 — Follow Return Instructions
If a physical return is required, we will provide the appropriate return destination and shipping instructions.
Step 5 — Receive Your Resolution
Once the applicable requirements have been satisfied, we will arrange the agreed resolution in accordance with this policy and applicable law.
Please do not send products to our registered business address without confirming the correct return destination with our customer support team. Our business address is not necessarily a return processing facility.
For customers exercising a statutory cancellation right, an unambiguous cancellation statement sent to our contact email is sufficient to notify us of the decision to cancel. You are not required to use a particular form.
K. Contact Our Customer Support Team
If you have questions about returns, refunds, exchanges, cancellations, or an existing order, please contact us.
LUIZ LUX — Customer Support
Legal Business Name: LQ UNIQUE BOUTIQUE LTD
Company Representative: Nguyen Thi Le Quyen
Email: lequyenmmo97@gmail.com
Phone: +84 368 133 511
Business Address: 7 Coronation Road, Dephna House, London, NW10 7PQ, United Kingdom
Support Hours: Monday–Friday, 9:00 AM–5:00 PM (UK Time)
Please include your order number or the email address used during checkout so we can locate your purchase and assist you efficiently.
At LUIZ LUX, your satisfaction matters. If something isn’t right with your order, please reach out — we’re here to help find an appropriate solution.
Thank you for shopping with LUIZ LUX!