Customer Policy
You may cancel your purchase within 14 days of receiving it, without giving a reason. Here is how it works, what it covers, and how to send something back.
You have the right to withdraw from this contract within 14 days without giving any reason. The period expires 14 days from the day you, or a third party you nominate other than the carrier, take physical possession of the goods — or of the last consignment, where an order arrives in parts.
To withdraw, send an unequivocal statement to sales@luxello.eu, or by post to Luxello Ltd, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom, before the period expires. You may use the model withdrawal form at the end of this page, but you do not have to. Sending your notice before the deadline is enough to meet it.
We refund all payments received from you, including standard delivery, within 14 days of your withdrawal notice, using your original payment method and at no fee. We may withhold the refund until we receive the goods back or you supply proof of having sent them, whichever is earlier. Where you chose an enhanced delivery service, we refund the cost of our least expensive standard delivery.
Send the goods back within 14 days of your notice. You bear the direct cost of returning them, and we recommend a tracked service. You are liable only for any diminished value from handling beyond what is needed to establish the nature, characteristics and functioning of the goods — inspect as you would in a shop, but do not install or use.
No restocking fee within 14 days of cancelling your order. We make no handling or restocking deduction when you exercise your right of withdrawal.
How to return
All returns require an RMA number. Please email your order number to sales@luxello.eu and we will issue your RMA, with instructions on how to return the goods to us. Parcels sent without an RMA number cannot be processed.
Returning within the European Union means no customs paperwork and no import charges.
The right of withdrawal does not apply to goods made to your specification or clearly personalised. Bespoke Luxello signs, custom panels and made-to-order numerals are individually cut and manufactured to your order. Your rights for faulty goods below are unaffected.
Under Directive (EU) 2019/771 we are liable for any lack of conformity existing at delivery that becomes apparent within two years — longer where your national law provides. Within the first year, a defect is presumed to have existed at delivery. You are entitled, free of charge, to repair or replacement, or — where that is impossible or not done within a reasonable time — to a price reduction or a refund.
Email sales@luxello.eu with your order number and a photograph. Where a return is needed, we arrange and pay for it.
Use this form only if you wish to withdraw — a plain email works just as well.
To: Luxello Ltd, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom — sales@luxello.eu
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):
_______________________________________________
Ordered on (*) / received on (*): ____________________
Name of consumer(s): ______________________________
Address of consumer(s): ____________________________
Signature of consumer(s) (only if this form is notified on paper): ____________________
Date: ____________________
(*) Delete as appropriate.
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