Returns Policy

Returns Policy 

 

 

Important Notice

All items undergo a full quality-control check before dispatch. However, on rare occasions, imperfections may occur.
Please keep all original packaging until you have fully assembled, inspected, and are satisfied with your product.
For any return to be accepted, items must be repackaged exactly as originally delivered. Failure to do so may result in the claim being rejected.
All exchanges/returns are made at the customer’s own cost unless otherwise agreed.

1. Standard Returns (Non-Bespoke Items)

  • You have 14 days from the date of delivery and signature to request a return or exchange.

  • After 14 days, returns and exchanges cannot be accepted unless approved by management in exceptional circumstances.

  • All items must be unused, in original condition, and in original packaging.

  • If an item is damaged upon delivery, please notify us immediately (details below).

  • If damage occurs during customer use or assembly, the return will be void.

  • Original postage and return postage will be deducted from any refund if we arrange collection.

  • Postage fees are non-refundable under any circumstance.

Return Address:
Luxe Decor Interior Ltd
Unit 6, Riverside Industrial Estate
Horbury, WF4 5PT

2. Bespoke / Made-to-Order Items (STRICT POLICY)

This includes all custom-made items such as:
Sofas, Beds, Custom sizes, Upholstered furniture, Made-to-spec items.

  • No refunds or exchanges are offered once your order has entered production (usually within 1–2 working days).

  • All deposits on bespoke items are non-refundable.

  • If finance (Snap/Ideal/Klarna) is declined after production has started, you remain fully liable for the full balance.
    An invoice will be issued for payment outside of finance.

  • Sizes for bespoke items may vary by up to 10% tolerance, which is standard for handmade products.

  • Ensure the item fits through your property entrance and into your desired room.
    If a product does not fit, no refund or exchange will be issued.

  • Custom size errors made by the customer cannot be refunded.

3. Sofas (Bespoke Policy Applies)

  • All sofas are made to order and non-refundable / non-exchangeable.

  • A £250 non-refundable deposit is required for all sofas, including sale and pre-order items.

  • We confirm all details (colour, fabric, buttons, corner orientation) before production.

  • If incorrect details were selected during purchase, email us immediately before production begins.

  • If the sofa does not fit into the property, no refund or exchange will be offered.

  • Standard sizes will always be consistent; bespoke sizes may vary within the accepted tolerance.

4. Beds

  • Bespoke beds (where the customer chooses style/colour/fabric) are non-refundable.

  • Customers are responsible for measuring access routes. If the bed does not fit, we are not liable.

  • Beds include a 6-month manufacturer warranty from delivery.

  • Do not assemble the bed if making a complaint—assembly affects the claim.

5. Dining Table Sets

  • Large and heavy items delivered via 2-man courier to the ground floor only.

  • Return of dining sets deducts:

    • £60 original delivery fee

    • £150 collection fee

  • Marble tables use natural stone; minor natural markings are normal and not considered damage.

  • Marble must be returned in original crate/packaging. If packaging is disposed of, returns cannot be accepted.

6. Mirrored Furniture

  • These items are heavily packaged for protection.

  • If damaged on arrival, send photos immediately.

  • Items must be returned in original packaging. Without it, claims may be rejected.

  • Returns incur a 20% restocking fee.

7. Bedding, Mattresses & Soft Furnishings

  • Mattresses cannot be returned once removed from packaging (health & safety).

  • Bedding/soft furnishings cannot be returned if opened, for hygiene reasons.

8. Damages & Faults

At delivery:

  • You have 15 minutes to inspect items.

  • If damaged, reject the delivery immediately and return with the courier.

After delivery:

  • If damage is discovered later, email photos/videos to:
    luxedecorsinterior@gmail.com

  • Products must remain unused and repackaged while the claim is assessed.

If the packaging is disposed of, or the item has been assembled/used, the claim may be rejected.

9. Refund Processing

  • Once returned and inspected, you will be notified of approval or rejection.

  • Approved refunds take 3–7 working days to process (bank processing may vary).

  • Shipping costs are always deducted from refunds.

10. Exchanges

  • Exchanges are only provided for defective/damaged items.

  • Item must be unused, in original packaging.

  • If the product arrived without original packaging (extremely rare), the exchange may be refused.

11. Gifts

Gift returns follow standard policy.
If marked as a gift, a gift credit will be issued once the item is returned.

12. Shipping Your Return

  • Returns must be arranged and paid for by the customer, unless otherwise stated.

  • We recommend using a trackable service for any item over £75.

  • We cannot guarantee receipt of returns without tracking proof.

13. Stocking Fee

A 20% restocking fee applies to returned items (unless faulty).

14. Conduct

We treat all customers with respect and expect the same in return.
Abusive behaviour may result in refusal of service.

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