Refund policy

1. Change of Mind Returns (Non-Faulty Goods)

We understand that plans sometimes change.

You may request a return within 14 days of receiving your order if you change your mind, subject to the conditions below. This aligns with the EU standard cooling-off period for eligible online purchases.

Return conditions:

  • Items must be unused and uninstalled

  • Must be in original, complete packaging (including all parts, fittings, manuals, and accessories)

  • Must be in resalable condition

Return shipping / Collection:

  • Option 1: Arrange a Collection To request a return collection, please email support@luxiliving.ie. Our team will coordinate with our logistics partner to schedule a pickup slot for you.

    Timeline: We aim to confirm a pickup date within 5 business days of your request.

    Packaging: Items must be securely packed to prevent transit damage. We strongly recommend using the original pallets and packaging. Please note: Our logistics partners may refuse items that are not adequately packed.

    Fees: A collection fee applies and will be deducted from your total refund amount. We will confirm the exact cost with you prior to booking.

     

  • Option 2: Use Your Own Courier You are welcome to return items using a courier of your choice.

    Please ensure the return is fully insured. Luxi Living is not liable for items lost or damaged during transit when returned via a third-party courier.

    Important Note on Refunds Please be aware that original delivery fees paid at the time of order are non-refundable.

Restocking Fee:

  • A 15% restocking fee (of the product price, excluding any delivery charges) applies for non-faulty returns.

  • This fee covers value reduction, storage, and handling costs.

  • Does not apply to faulty or damaged goods, or our error.

2. Damaged or Faulty Items

Items damaged in transit:

  • Email support@luxiliving.ie within 5 days of delivery.

  • Include clear photos of: the product, packaging, and shipping labels.

  • We will arrange repair, replacement, or full refund, including standard delivery costs.

Faults discovered after delivery/installation:

  • Contact us within 7 days of noticing the issue.

  • Photos or videos may be requested to assess the problem.

  • Once confirmed, we provide repair, replacement, or full refund.

3. Missing or Incorrect Items

  • Notify support@luxiliving.ie within 5 working days of receiving your order.

  • We will verify packing and carrier records, and send missing items promptly.

  • Items reported missing after 5 working days may not be covered.

4. Custom & Made-to-Order Products

  • Custom products (e.g., bespoke pergolas, special finishes) cannot be canceled or refunded due to change of mind.

  • Returns are accepted only for confirmed defects or our error.

5. Orders Delayed Beyond Estimated Delivery

  • If delivery exceeds three times the original estimated timeframe, you may contact us to cancel the order and receive a full refund.

6. Refused Deliveries

  • Refusal without prior agreement results in deduction of outbound & return shipping costs plus handling fees.

  • Initial delivery fee is non-refundable.

7. EU 14-Day Cooling-Off Period

  • EU customers may cancel orders within 14 days of receiving goods, without giving a reason.

  • Items must be returned unused, uninstalled, with all original packaging and accessories.

  • Return shipping costs are the customer’s responsibility, except for faulty/misdescribed items.

  • Cooling-off rights do not apply to custom/personalized products.

8. Return / Refund Process

To start a return:

  1. Email support@luxiliving.ie with:

    • Order number

    • Item(s) to return

    • Reason for return

    • Photos of unopened boxes or damaged items (if applicable)

Refunds:

  • Processed to the original payment method within 10 business days after receipt and inspection.

  • Restocking fees (15%) and collection/shipping costs for non-faulty returns will be deducted and clearly communicated.

  • If you do not receive your refund after 15 business days, contact support@luxiliving.ie.

9. Warehouse / Contact Information

Warehouse / Returns Contact:

  • Email: support@luxiliving.ie

  • Tel: +353 1 408 9988

  • Warehouse Address: 508B Mitchelstown Road, Northwest Business Park, Ballycoolin, Dublin 15, Ireland, D15A276

Collection Appointment Contact:

10. Key Notes for Customers

  • Ensure items are packed safely and securely for collection or return shipment.

  • Collection fees are charged separately and deducted from your refund.

  • Non-faulty returns are subject to restocking fees (15%).

  • Shipping costs paid by the customer are non-refundable.