Refund policy

At Aluxury, we take pride in the quality and craftsmanship of our products. If you are not completely satisfied with your purchase, we are here to help.

Our Returns Policy

As a goodwill gesture, and to make gift-buying easy, we offer a 100-day return window from the date of receipt. To qualify, your item must be unused, in its original packaging, and in the same condition you received it. This window is ideal for gifts bought ahead of time. The order number will be required as proof of purchase.

Separately, you also have a legal right to change your mind and return your order for a refund. This right runs from the time you place your order until 14 days after the day you receive it, and applies for any reason. You may examine an item as you would in a shop. If an item has been used or handled beyond what is needed to check its nature and that it works, we may reduce your refund to reflect the reduced value of the goods.

Where an item can no longer be sold as new, for example a diffuser that has had oil run through it and its protective seals removed, this deduction may be significant, and up to the full purchase price where the item cannot be resold.

Initiating a Return

To commence a return, please reach out to us at info@aluxury.co.uk. Upon approval of your return request, we will provide instructions on packaging and where to drop off your return. Please note that we will not accept any returned items without a prior return request.

Queries About Returns

If you have any questions regarding the return process, please contact us at info@aluxury.co.uk.

Issues With Your Order

We request that you thoroughly inspect your order upon reception. In the event of receiving a faulty, damaged, or incorrect item, please contact us immediately so we can rectify the issue. This does not affect your statutory rights under the Consumer Rights Act 2015. Please note that scent performance affected by the type of oil used is not a fault with the diffuser.

Exceptions / Non-Returnable Items

Unused diffusers may be returned under our 100-day goodwill policy. Used diffusers fall under the legal return terms set out above, including any diminished-value deduction. Our candles and reed diffusers may be returned, provided the candle has not been lit, and the diffuser's oil and reeds remain unused. Please get in touch with us if you have any questions or concerns about these exceptions.

Regrettably, we cannot accept returns on sale items or gift cards, except where faulty.

Exchanges

To expedite the exchange process, we advise you to return the unwanted item and proceed with a separate purchase for the new item once your return is accepted.

Refunds

Upon receipt and inspection of your returned item, we will inform you of the approval or rejection of your refund request. If approved, a refund will be processed to your original payment method within 5 business days. Please note, it can take some time for your bank or credit card company to process and post the refund.

If you have not received an approved refund after 10 business days from the date of our approval notification, please contact us at info@aluxury.co.uk.