Terms & Conditions

Your contract is with Luxello Ltd, a company registered in England and Wales under company number 17037036, whose registered office is at 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom.

Email: sales@luxello.eu  ·  Telephone: +44 7493 450842

Luxello Ltd is established outside the European Union. The economic operator responsible for our products within the Union under Regulation (EU) 2023/988 is identified in full on our Legal Notice.

These terms apply where you are a consumer — that is, a natural person acting for purposes outside your trade, business, craft or profession — and your delivery address is within the European Union. Sales to businesses, trade accounts and specifiers are governed by separate terms available on request.

Where any provision of these terms conflicts with a mandatory rule of consumer law in your country of residence, that mandatory rule prevails and the rest of these terms continue to apply.

Product listings on our website are an invitation to treat, not a binding offer. Your order is an offer to buy on these terms.

Before you commit, the final checkout screen shows the goods ordered, the total price including all taxes and duties, the delivery charge, and the expected delivery period. You confirm your order by selecting the button marked “Order with obligation to pay”. You can correct input errors at any point before that using the back and edit controls in the basket.

A binding contract is formed only when we send you an order confirmation email. We may decline an order — for example because of a stock error, a pricing error, a failed payment, or fraud screening — and if we do, any payment taken is refunded in full without delay.

We may cancel an order at any time before dispatch for the reasons above. You will be notified promptly and refunded in full. The contract is concluded in English, and we retain the contract text; you should keep your order confirmation email for your records.

All prices are shown in euro and are the total price you pay — all applicable taxes and import duties are included.

Payment is taken at the time of order by major credit and debit cards, PayPal, Apple Pay and Google Pay. We do not store card details; payments are processed by our payment providers under their own security standards.

If an item is mispriced through obvious error, we will contact you to confirm the correct price before dispatch or cancel the order with a full refund. We will never charge you more than the price shown at checkout without your express agreement.

We dispatch in-stock items within 7–12 days of your order, and bespoke or made-to-order items within 2–3 weeks. Delivery timescales by destination are set out in full on our Delivery Information page.

Unless a longer period has been expressly agreed with you at the time of order, we will deliver your goods without undue delay and in any event within 30 days of the day the contract is concluded. Where you order a bespoke item with a stated production time longer than 30 days, that stated period is the agreed delivery period.

If we fail to deliver within the agreed period, you may ask us to deliver within an additional period appropriate to the circumstances. If we then fail to deliver within that additional period, you are entitled to terminate the contract and receive a full refund without undue delay.

Risk in the goods passes to you when you, or a third party you have nominated other than the carrier, takes physical possession of them.

As a consumer you have the right to withdraw from your contract within 14 days without giving any reason. The full conditions, the effects of withdrawal and the model withdrawal form are set out on our Returns & Withdrawal page, which forms part of these terms.

The right of withdrawal does not apply to goods made to your specification or clearly personalised. Bespoke Luxello signs and custom panels are cut and manufactured individually to your order and fall within this exception.

We are liable to you under Directive (EU) 2019/771 for any lack of conformity that exists at the time of delivery and becomes apparent within two years of delivery. Where a lack of conformity becomes apparent within one year of delivery, it is presumed to have existed at the time of delivery unless proven otherwise. Some member states provide longer periods, and where they do, the longer national period applies.

If your goods are not in conformity with the contract you are entitled, free of charge, to have them brought into conformity by repair or replacement. Where repair or replacement is impossible, disproportionate, or not completed within a reasonable time and without significant inconvenience to you, you are entitled to a proportionate reduction in price or to terminate the contract.

This legal guarantee is provided at no cost and is separate from, and additional to, any commercial guarantee we offer. To make a claim, email sales@luxello.eu with your order number and a photograph of the issue.

We do not limit or exclude our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, for intentional or grossly negligent conduct, under applicable product liability law, or for any other liability that cannot lawfully be limited.

Subject to the above, where we breach these terms we are liable for foreseeable loss and damage caused by that breach. We are not liable for loss or damage that was not foreseeable at the time the contract was made, nor for loss arising from your failure to have products installed in accordance with our instructions or applicable national electrical regulations.

Mains-voltage products must be installed by a qualified and, where national law requires it, licensed electrician. Nothing in these terms affects your statutory rights.

We process your personal data in accordance with Regulation (EU) 2016/679 (GDPR) and our Privacy Policy, which explains what we collect, the legal basis for each purpose, how long we keep it, and how to exercise your rights. We do not sell your personal data.

Please contact us first at sales@luxello.eu. We acknowledge complaints within one business day and aim to resolve them within fourteen days.

If we cannot resolve your complaint to your satisfaction, you may refer the matter to a consumer dispute resolution body in your country of residence, or to the European Consumer Centre in your member state, which provides free assistance to consumers in cross-border purchases. You may also bring proceedings in the courts of your country of residence.

We are not obliged to participate in, and do not currently commit to, alternative dispute resolution before a consumer arbitration board.

These terms are governed by the law of England and Wales. This choice of law does not deprive you of the protection afforded to you by provisions that cannot be derogated from by agreement under the law of the country in which you have your habitual residence, in accordance with Article 6 of Regulation (EC) No 593/2008.

You may bring proceedings against us in the courts of the member state in which you are domiciled. We may bring proceedings against you only in the courts of the member state in which you are domiciled.

We may update these terms. The version in force on the date of your order governs your contract, and the current version is always published on this page with its revision date.