RETURNS & REFUND POLICY
RETURNS & REFUND POLICY
Last updated: September 2026
At Lux Vik, we want you to be satisfied with your purchase. If you are not completely satisfied, you may have the right to cancel your order, return eligible products, or request a refund in accordance with applicable UK consumer protection laws.
This Returns & Refund Policy explains your rights and the process for cancellations, returns, refunds and products that arrive faulty, damaged or incorrect.
1. Your Statutory Consumer Rights
Nothing in this policy affects or limits your statutory rights under UK consumer protection law.
If you purchase goods from Lux Vik as a consumer in the United Kingdom, you may have a legal right to cancel your order within 14 days after receiving the goods, without giving a reason.
After notifying us that you wish to cancel, you generally have a further 14 days to return the goods.
These statutory rights apply in addition to any voluntary return policy that Lux Vik may offer.
2. How to Request a Return or Cancellation
To request a cancellation or return, please contact us at:
Email: contact@luxvik.com
Please include:
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Your full name
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Order number
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Email address used for the purchase
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Product(s) you wish to return
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Reason for the return, if applicable
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Photos or videos where the product is damaged, faulty or incorrect
For statutory cancellation, you do not have to provide a reason.
Once we receive your request, our customer service team will provide the appropriate return instructions.
3. 14-Day Cancellation Right
If you change your mind about your purchase, you generally have 14 days from the day after you receive the goods to notify us that you wish to cancel.
You then generally have another 14 days from the date you notify us to return the goods.
You may cancel by sending us a clear statement that you wish to cancel your order.
You may use the following wording:
“I hereby give notice that I wish to cancel my purchase/order.”
Please include your order number and the email address associated with the order.
You do not need to provide a reason for exercising your statutory cancellation right.
4. Condition of Returned Products
When returning a product because you have changed your mind, you should take reasonable care of the product while it is in your possession.
You are generally permitted to handle the product to the extent necessary to establish its nature, characteristics and functionality, similar to how you would reasonably be able to inspect it in a shop.
If the product has been used or handled beyond what is reasonably necessary and this results in a reduction in its value, we may be entitled to make a proportionate deduction from your refund where permitted by law.
5. Beauty, Personal Care and Hygiene Products
For health and hygiene reasons, certain products may not be eligible for cancellation once they have been unsealed after delivery.
This may include, where applicable:
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Cosmetics that have been unsealed
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Skincare products with a broken hygiene seal
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Personal care products intended for direct contact with the skin
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Certain beauty devices or accessories supplied with a hygiene seal
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Other products that are sealed for health or hygiene reasons
This restriction applies only where the applicable legal exception is relevant.
If a product is faulty, damaged, unsafe or not as described, your statutory consumer rights remain unaffected.
6. Faulty, Damaged or Incorrect Products
If your product arrives:
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Damaged
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Faulty
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Defective
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Incorrect
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Missing parts
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Significantly different from its description
please contact us at contact@luxvik.com.
We recommend contacting us as soon as reasonably possible and providing photographs or videos showing the issue.
Depending on the circumstances and your statutory rights, you may be entitled to a repair, replacement, price reduction or refund.
We will not require you to rely solely on our voluntary return policy where your statutory consumer rights provide additional protection.
7. Return Shipping Costs
If you are cancelling an order because you have changed your mind under your statutory cancellation rights, you may generally be responsible for the direct cost of returning the goods, unless:
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We have agreed to pay the return cost;
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The product is faulty, damaged or incorrect; or
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Applicable law requires us to cover the return cost.
If the product is faulty, damaged, incorrect or otherwise does not comply with the contract, we will handle the return in accordance with your statutory rights.
8. Refunds
Once your cancellation is valid and the returned goods have been received, we will process your refund in accordance with applicable UK law.
For statutory cancellations, refunds will generally be issued within 14 days of the applicable date required by law.
We may wait to issue the refund until:
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We have received the returned goods; or
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You provide evidence that the goods have been returned,
whichever occurs first.
Refunds will normally be made using the same payment method used for the original purchase, unless otherwise agreed.
We will not charge an administration fee simply because you exercise your statutory cancellation right.
9. Original Delivery Costs
Where you validly exercise your statutory cancellation right, we will refund the cost of the standard delivery option that you paid for the original order.
If you selected a more expensive delivery option, we are generally only required to refund the amount corresponding to the least expensive standard delivery option available.
Additional costs for premium or expedited delivery may therefore not be refundable where permitted by law.
10. Exchanges
We do not guarantee exchanges for unwanted products.
If you would like a different product, colour, size or variation, you may be asked to return the original product and place a new order.
This does not affect any statutory rights you may have if the original product is faulty, defective, incorrect or not as described.
11. Products Lost or Damaged During Return
Customers should use a suitable tracked delivery service when returning products where possible and retain proof of postage.
If a returned item is lost before it reaches us, we may request evidence of return.
Nothing in this section limits your statutory rights.
12. Refunds for Products Purchased on Promotion
Products purchased during a sale, promotional campaign or discount period remain subject to the same statutory consumer rights as products purchased at full price.
A promotional discount does not remove or reduce your legal rights regarding faulty, defective, incorrect or misdescribed products.
13. Order Cancellation Before Dispatch
If you contact us to cancel an order before it has been dispatched, we will make reasonable efforts to stop the shipment.
However, because orders may enter processing quickly, cancellation before dispatch cannot always be guaranteed.
If the order has already been dispatched, you may still have statutory cancellation rights where applicable.
14. International Returns
For customers outside the United Kingdom, return and refund rights may vary depending on the laws applicable to the transaction and the customer's location.
Nothing in this policy is intended to remove or restrict any mandatory consumer rights applicable in the customer's jurisdiction.
15. Contact Us
For all returns, cancellations and refund enquiries, please contact:
Lux Vik
Email: contact@luxvik.com
Please include your order number in the subject line whenever possible.
Our customer service team will review your request and provide the appropriate instructions.
16. Changes to This Policy
We may update this Returns & Refund Policy from time to time to reflect changes to our business, products, services or applicable laws.
The version of this policy applicable to your purchase will generally be the version in effect at the time your order was placed.
Nothing in any updated policy will remove or restrict statutory rights that already apply to purchases made before the update.
Lux Vik
Email: contact@luxvik.com