Cancel Your Order
You have a legal right to change your mind within 14 days and receive a refund. These rights, under the Consumer Contracts Regulations, are explained in more detail below:
You have 14 days after the day you (or someone you nominate at the time of placing your order) receives the products to change your mind.
To meet this Change of Mind cancellation deadline, you must notify us by written communication that you wish to exercise your right to cancel before the cancellation period has expired. You may do this via our online cancellation form or by email following the instructions detailed here.
Where applicable, please keep a copy of your cancellation notification for your own records. Your order will not be considered cancelled until notification in writing or via email is received and acknowledged.
If the products have already been dispatched to you or you have already received them, you must return them to us without undue delay and in any event not later than 14 days from the day on which you communicate the cancellation of your order to us. You will have to bear the direct cost of returning the products to us.
If you are exercising your right to change your mind, you will receive a full refund of the price you paid for the products and any minimum applicable delivery charges to the credit or debit card, or other payment method you have used to pay. We will process the refund without delay and, in any event, not later than (a) 14 days after the day we receive back from you any products supplied; or (b) if you communicate your desire to cancel your order before Luxury Loft Co. or the manufacturer has begun production of prepared your items for delivery, 14 days after the day on which we receive your cancellation notification. We may withhold the refund until we have received the products back and have had the opportunity to review and inspect the returned items.
If you are exercising your right to change your mind:
- We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop.
- If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you agree to pay us the appropriate amount.
- Luxury Loft Co. reserves the right to refuse a refund on the item should the item not be returned in a fully resalable condition.
Returning Cancelled Orders
Because we aim to get your order with you as soon as possible, with many items despatched same day, it’s unlikely we will be able to cancel your order. You can submit your cancellation request here.
This does not affect your statutory rights.
Statutory Cancellation Rights
To cancel your order under the Consumer Contract (Information, Cancellation and Additional Charges) Regulations you can refuse delivery from the courier or follow Luxury Loft Co.'s Returns process within 14 days of receipt of your goods. This cancellation right does not apply to products listed as exclusions in our Returns & Refunds Policy, including those found in the section What Items Are Not Returnable or Refundable unless they are faulty or damaged.