Politique de remboursement
Return and Refund Policy
Last updated: 26 October 2026
This store is operated by Luxivaa Ltd, a company registered in England and Wales (company number 16662112), registered office 20 Wenlock Road, London, England, N1 7GU.
We want you to be completely satisfied with your purchase. On top of your 14-day legal right to cancel, we offer a 30-day return period. Nothing in this policy affects your statutory rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or the Consumer Rights Act 2015.
YOUR 14-DAY RIGHT TO CANCEL
You have the legal right to cancel your order within 14 days of the day you receive the goods, without giving any reason. If your order arrives in several parcels, the 14 days start from receipt of the last one. To cancel, send us a clear statement by email to info@pure-luxiva.store. You may use the model cancellation form below, but you do not have to.
30-DAY RETURNS
In addition, we accept returns within 30 days of delivery, without giving any reason. The item must be unused and in substantially the same condition as when you received it, in its original packaging where possible.
HOW TO MAKE A RETURN
- Email us at info@pure-luxiva.store with your order number, stating that you wish to cancel or return. We reply within 2 business days with the return instructions and the return address.
- Send the item back within 14 days of telling us, to the address given in our instructions, using a tracked service. Keep your proof of postage.
Please do not send anything to our registered office: returns sent there cannot be processed.
RETURN COSTS
You pay the cost of returning the item, unless it is faulty, damaged or not what you ordered. In those cases, we cover all shipping costs.
YOUR RESPONSIBILITY FOR THE RETURN
The item is your responsibility until it reaches us. Always use tracked postage and keep your proof of postage: if a parcel is lost on its way back and you cannot show it was sent, we cannot refund it. Every return we receive is photographed on unpacking.
LOSS IN VALUE
You may examine and try the item as you would in a shop. If it is returned used, washed, damaged, without tags or handled more than necessary to check it, we may reduce your refund to reflect the actual loss in value, up to the full price where the item can no longer be sold.
ITEMS THAT CANNOT BE RETURNED
The right to cancel does not apply to goods sealed for health or hygiene reasons (such as personal care, hair care or beauty products) once unsealed after delivery, or to goods made to your specifications or personalised.
WANT TO AVOID RETURN COSTS?
Contact us before sending anything back. In some cases, we can offer a partial refund and let you keep the item, as an optional alternative to a return. You are always free to choose a standard return with a full refund instead.
REFUNDS
We refund you within 14 days of receiving the returned item, or of receiving your proof of postage, whichever is earlier, less any deduction for loss in value. If you cancel within the 14-day legal period, the refund includes the standard delivery charge you paid at checkout (not any premium delivery option). Refunds are made to the original payment method, free of charge. Allow 5 to 10 business days for your bank to process it.
FAULTY, DAMAGED, INCORRECT OR MISSING ORDERS
If your order has not arrived within the stated delivery time, or arrives faulty, damaged or not as described, email us at info@pure-luxiva.store as soon as possible with your order number and photos where applicable. We will fix it with a new shipment, a replacement or a refund, and we cover the related shipping costs.
YOUR LEGAL RIGHTS FOR FAULTY GOODS
Under the Consumer Rights Act 2015, goods must be as described, fit for purpose and of satisfactory quality. If they are not, you are entitled to a full refund within 30 days of delivery. After 30 days and up to 6 months, you are entitled to a repair or replacement first, and to a refund if that fails. These rights apply independently of this policy.
COMPLAINTS AND DISPUTES
Send any complaint to info@pure-luxiva.store. If we cannot reach an agreement, you can get free, independent advice from the Citizens Advice consumer helpline (www.citizensadvice.org.uk). This policy is governed by the law of England and Wales. You may bring a claim in the courts of England and Wales, or in your local courts if you live in Scotland or Northern Ireland.
MODEL CANCELLATION FORM
(Complete and return this form only if you wish to cancel the contract.)
To: Luxivaa Ltd, 20 Wenlock Road, London, England, N1 7GU, info@pure-luxiva.store
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:
Ordered on / received on:
Order number:
Item(s):
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date: