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Our Returns Policy

 Our Returns Policy forms part of, and must be read in conjunction with, our Terms and Conditions of Sale. We reserve the right to change this Returns Policy at any time. This Returns Policy was last updated on 01/04/2020.

It is important that you check your order or items upon receipt and always before use. If any errors occur or issues arise then these need to be reported to us immediately so we can investigate.

Before attempting to return an order, you will need to contact our customer service team to request a returns authorisation number. Without this number it can be difficult to process your return meaning the process may take longer.

 

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 (info@thebrandluxe.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.

 

Complaints

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 info@thebrandluxe.com or by post at Customer Service Department, Passiflora Ltd. Olympia house, Armitage Road, NW11 8RQ UK.

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