Returns & Exchanges
At Luxe Distribution, we want you to be completely satisfied with your wholesale order. If for any reason you are not entirely happy with your purchase, we’re here to help. Please read our returns and exchanges policy carefully.
Our Returns Promise
We understand that running a beauty business means having the flexibility to manage your inventory. That’s why we offer a straightforward returns process for eligible items. Our team is committed to making your experience with Luxe Distribution as smooth as possible.
Returns Period
You have 14 days from the date of receiving your order to request a return. To be eligible for a return, items must be unused, unopened, and in their original packaging with all seals intact. We cannot accept returns on opened or used products for hygiene and safety reasons.
Eligibility for Returns
To qualify for a return, the following conditions must be met:
Items must be in resalable condition – unopened, unused, and with original packaging undamaged.
Returns must be requested within 14 days of delivery.
Proof of purchase (order number or invoice) must be provided.
Items must be returned to us within 14 days of return confirmation.
Non-Returnable Items
For hygiene and safety reasons, we cannot accept returns on the following:
Products that have been opened or used
Items with broken seals or removed packaging
Gift cards or vouchers
Products marked as “Final Sale” or “Clearance”
Items returned outside the 14-day returns window
Products that have expired (please check expiry dates upon delivery)
Faulty or Damaged Goods
We take great care in packaging and dispatching your orders, but occasionally items may arrive damaged or develop faults. If you receive faulty or damaged goods, please contact us within 48 hours of delivery. We will arrange for a replacement or refund, and we may ask for photographic evidence to process your claim quickly.
How to Request a Return
To initiate a return, please follow these simple steps:
Contact our customer service team at [returns@luxedistribution.co.uk] with your order number and reason for return.
Our team will respond within 2 business days with return authorization and instructions.
Pack the items securely in their original packaging, including all accessories and documentation.
Ship the items to the returns address provided. We recommend using a tracked shipping service as we cannot be responsible for items lost in transit.
Return Shipping Costs
Unless the return is due to our error (such as incorrect or faulty items), the cost of return shipping is the responsibility of the customer. Original shipping charges are non-refundable. For faulty items, we will provide a prepaid returns label or reimburse reasonable return postage costs upon presentation of a receipt.
Processing Refunds
Once we receive and inspect your returned items, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed within 7-10 business days to your original payment method. Please note that it may take additional time for your bank or credit card company to process and post the transaction.
Exchanges
If you need to exchange an item for a different product or variation, the fastest way is to return the original item following our returns process and place a new order separately. This ensures you receive your desired items as quickly as possible. For faulty items requiring replacement, please contact us directly and we will arrange an exchange.
Wholesale Order Considerations
As a wholesale distributor, we cater to businesses, salons, and retailers. We understand that stock management can be challenging. If you have specific concerns about your order, please contact us and we will do our best to accommodate reasonable requests. For large volume returns or discontinued lines, different terms may apply – please refer to your trade account agreement or contact your account manager.
Late or Missing Refunds
If you haven’t received a refund within the stated timeframe, please check your bank account again and contact your credit card company or bank. It may take some time before your refund is officially posted. If you’ve done all of this and still have not received your refund, please contact us at [returns@luxedistribution.co.uk].
Cancellations
You may cancel your order before it has been dispatched. Once an order has been packed or shipped, it cannot be cancelled and must be processed as a return upon receipt. To check order status or request cancellation, please contact us immediately.
Contact Us
If you have any questions about our returns policy or need assistance with a return, please don’t hesitate to contact our customer service team:
Email: [returns@luxedistribution.co.uk]
Phone: [________________]
Business hours: Monday to Friday, 9am to 5pm
Luxe Distribution reserves the right to update or modify this returns policy at any time without prior notice. Please check this page regularly for any changes.