Returns & Exchanges
Our Refunds Policy & Consumer Rights
Should you wish to return your order, you have 14 days to do so. Please note that we can only accept returns for full refunds if the seals are intact. Your order must be returned unopened, unused, in its original packaging and in its original condition, enclosing your proof of purchase.
In every case, you will also need to return any free items that were delivered to you with your order.
Details of the consumer rights described above, and an explanation of how to exercise them, are provided below and in the Order Confirmation. Nothing in this section affects your legal rights.
If you need to make a return you must contact our customer Services department in the first instance. Please email firstname.lastname@example.org please be sure to add your name address, email address, order number. You will be advised on how and where to return your product. Please ensure you package the parcel securely and send it to us with a tracked service. You must return the products to us within 7 days of notifying us of the return.
Your Statutory Rights
Our Returns Policy does not affect your statutory rights.
For more information about your other statutory rights, please visit the UK Government's website at: www.direct.gov.uk or contact Consumer Direct, the Government funded consumer advice service on 08454 04 05 06.
How do I report a fault with my product?
Please accept our apologies if you believe there is a fault with your item, we take all complaints regarding the quality of our products seriously and we will need to investigate the reported fault in more detail.
In order to do this, we ask that you contact us through our customer service team (email@example.com). Please provide details of the fault and where possible attach pictures to your message.
How do I arrange a return?
Please contact our Customer Service team to arrange your return.
We will need to know your order number, the item you want to return and the reason for return. Upon receipt of these details we will provide you with a unique returns authorisation number and all the necessary information to arrange the return.
Please package the item securely and ensure our returns form is included inside.
You will need to obtain a proof of postage receipt when you send your item to us, without it we may not be able to process your refund or replacement. in the rare event that your item is lost in transit, if you request a replacement and the product is no longer available, we will process a refund back to the original account used to purchase the item.
Any item you have accepted and then returned is your responsibility until it reaches our warehouse. Please therefore ensure that you send your item back to us using a delivery service that insures you for the value of the goods.
Will you refund my postage costs to return an item?
We are more than happy to refund postage costs to return an item where the return is required due to our error. For instance:
-If we sent you the wrong item
-If the item is damaged or faulty
-Where you are returning a substitute item which you do not want to keep
We will not refund postage costs to return items which are unwanted or no longer required. These costs will need to be covered by you, again we recommend using a delivery service that insures you for the value of the goods.
We will not refund postage costs to return any item due to reported damage or fault where no error was found in the testing process. Costs of posting the item back to you will depend on the item and will be communicated to you after the testing process has been completed.
Customers are responsible for tracked return shipping.
• You have a legal obligation to take reasonable care of the products while they are in your possession. If you fail to comply with this obligation, we reserve the right to claim the cost of any deterioration from you. This also pertains to if you do not return all of the items that came with the device to be returned - this includes power supplies, adapters, gels and any free gifts.
• If you believe a product was delivered damaged or faulty, you must inform the Customer Service department using the returns process set out above. Your product should be covered under the warranty given at point of sale - proof of purchase needed to validate warranty.
• We are only able to initiate refunds for products purchased directly from thebrandluxe.com and with the original box. If purchased from another retailer, please contact them directly for information on their return policy. Shipping is not included in refunds.
If you are not satisfied with the way in which we have handled the return or replacement of any item, we want to hear about this. Our aim is to resolve the matter for you and ask that you please contact our customer service representatives via firstname.lastname@example.org or by post at Customer Service Department, Passiflora Ltd. Olympia house, Armitage Road, NW11 8RQ UK.