Refund and Returns Policy
Last updated: 15 October 2026
At LuxPlaya, we want you to be satisfied with your purchase. This policy explains how returns, cancellations and refunds work when you shop with us.
If you have any questions, please contact us at support@luxplaya.com.
1. Your Right to Cancel an Online Order
If you are a consumer in the United Kingdom, you generally have the right to cancel an online order within 14 days of receiving your goods, without giving a reason, subject to applicable legal exceptions.
To exercise this right, you must notify us within the applicable cancellation period by emailing support@luxplaya.com.
After notifying us of your cancellation, you generally have a further 14 days to return the goods.
We will refund payments required by law, including the standard outbound delivery cost where applicable. Additional delivery costs arising from choosing a more expensive delivery option may not be refundable.
Refunds will normally be made using the original payment method, unless another arrangement is agreed with you.
Nothing in this policy affects your statutory consumer rights.
2. Condition of Returned Items
Where you cancel an order under the applicable cancellation rules, you may handle and inspect the goods as you would in a shop.
You may be responsible for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.
Where possible, please return products with their original packaging, accessories, labels and documentation.
Certain products may be subject to legal exceptions to cancellation rights. We will explain any applicable exception before relying on it.
3. Faulty, Damaged or Incorrect Items
If your order arrives damaged, faulty or different from what you ordered, please contact us at support@luxplaya.com as soon as reasonably possible.
Please include:
- Your order number.
- A description of the problem.
- Photographs of any visible damage or incorrect items, where possible.
We will review your enquiry and explain the appropriate next steps.
Your statutory rights under UK consumer law remain unaffected. Depending on the circumstances, you may be entitled to a repair, replacement, price reduction or refund.
We will not ask you to pay return costs where the law requires us to cover them.
4. How to Request a Return
To request a return or cancellation, email:
Please include your order number, the product you wish to return and the reason for your request, if applicable.
We will provide the relevant return instructions and confirm the correct return address before you send any goods.
Please do not send products to a supplier or manufacturer without receiving return instructions from us first.
As LuxPlaya uses third-party suppliers and fulfilment partners, the appropriate return address may depend on the product and order.
5. Return Shipping Costs
Responsibility for return shipping costs depends on the reason for the return and the applicable consumer protection rules.
Where you exercise a cancellation right and are responsible for return postage under the law, we will explain this to you.
Where an item is faulty, damaged, incorrect or otherwise subject to a legal remedy requiring us to cover return costs, we will arrange or reimburse the appropriate costs.
Please retain proof of postage until your return has been resolved.
6. Refunds
Once we have received and assessed your return, we will contact you about the outcome where appropriate.
Approved refunds will be made to your original payment method unless another arrangement is agreed.
Refunds will be processed within the time limits required by applicable law. Depending on the payment provider and your bank, it may take additional time for the money to appear in your account.
We will not delay a refund beyond the period permitted by law.
7. Sale Items
Purchasing an item on sale does not remove your statutory cancellation rights or your rights relating to faulty, damaged or misdescribed goods.
Any additional voluntary return conditions for sale items will be communicated clearly and will not restrict your legal rights.
8. Exchanges
If you receive a faulty, damaged or incorrect item, contact us at support@luxplaya.com so we can explain the available options.
Exchanges depend on product availability and the circumstances of your request. Your statutory rights remain unaffected.
9. Orders Shipped by Third-Party Suppliers
LuxPlaya works with third-party suppliers and fulfilment partners to process and deliver certain orders.
Return addresses and fulfilment arrangements may therefore vary by product.
Your purchase is made through LuxPlaya, and you should contact us directly for assistance with cancellations, returns and refunds. We will coordinate with the relevant supplier where necessary.
10. Contact Us
For questions about cancellations, returns or refunds, please contact:
LuxPlaya
Email: support@luxplaya.com
Please include your order number in your message so we can assist you more efficiently.
This policy does not affect any rights you have under applicable consumer protection law.