Refund, Returns and Cancellation Policy

1. Return window

You may return an item bought from shoppluxx.com within 14 days of delivery. The date of delivery is the date the carrier records the parcel as delivered to your address.

Requests made after that window may still be considered where an item is faulty or not as described — see section 5.

2. Condition of returned items

To be accepted, returned items must be unused and in their original condition, with any tags, protective wrapping and accessories included. We cannot accept an item used beyond the point needed to establish whether it works for you, or one that arrives back damaged because it was not packed adequately. There is no restocking fee.

3. How to start a return

1. Email help@shoppluxx.com with your order reference and the reason for the return.
2. We reply with a return authorisation and the address to send it to. Please do not ship anything back before you have that authorisation — unannounced returns are difficult to match to an order.
3. Pack the item securely and send it with a tracked service. Keep the tracking number until the refund is confirmed.

4. Who pays return postage

If the item is faulty, damaged on arrival, or not what you ordered, we pay the return postage and refund the original delivery charge too.

If you are returning because you changed your mind, return postage is yours to cover, and the original delivery charge is not refunded.

5. Faulty, damaged or incorrect items

Contact us as soon as you notice the problem, with photographs where you can. We will arrange a replacement or a full refund, whichever you prefer, and cover postage both ways. This applies wherever you are in the 14-day window.

6. Cancelling an order

An order can be cancelled at no cost any time before it is dispatched. Email us with your order reference and we will stop it leaving and refund you in full. Once a parcel is with the carrier we can no longer stop it, and the order becomes a return under sections 1 to 4.

7. Refund timing and method

We inspect returns on arrival and aim to approve or decline within two business days. Approved refunds are issued to the original payment method. How quickly the money appears is determined by your bank or card issuer, commonly five to ten business days after we process it. We do not refund to a different card, account or person.

8. Exchanges

The quickest way to exchange is to return the original for a refund and place a new order, so the item you want is not held while the return is in transit.

9. Your statutory rights

Nothing in this policy limits any rights you have under applicable consumer law, including rights relating to goods that are faulty, not as described, or not fit for purpose.

Contact us about this policy