Refund policy
Last updated: 16 August 2026
LuxiDoo is a trading name of ALBARED LTD, a company registered in England and Wales, company number 17282982, registered office 71–75 Shelton Street, Covent Garden, London WC2H 9JQ. You can contact us at info@luxidoo.com.
This policy explains how to cancel an order, how to return an item, and what happens to your money. It sits alongside your legal rights and does not replace them.
1. Your right to cancel
If you are a consumer in the United Kingdom, you have the right to cancel your order within 14 days without giving any reason. This right comes from the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
The cancellation period ends 14 days after the day on which the goods come into your physical possession, or into the possession of a person you have named to receive them. If your order is delivered in separate parcels, the period ends 14 days after the day the last parcel is received.
To cancel, you need to tell us in a clear statement before that period ends. You can:
- email info@luxidoo.com with your order number and what you wish to cancel, or
- complete the model cancellation form set out in section 8 below and email it to us.
Using the form is optional. Any clear statement of your decision to cancel is enough. To meet the deadline, it is sufficient that you send your message before the 14-day period has expired.
2. Sending the goods back
Please email info@luxidoo.com before returning anything. We will reply with the return address and a reference to include with your parcel. This lets us match your return to your order and refund you without delay.
Once you have told us you are cancelling, you must send the goods back without undue delay and in any event within 14 days of that message.
You will bear the direct cost of returning the goods to us. We are required to tell you this before you buy, and this policy is that notice.
We strongly recommend a tracked service that gives proof of delivery. Until the parcel reaches us it remains your responsibility, and a proof of postage receipt is not proof that we received it.
3. Refunds
We will refund all payments received from you for the goods you have cancelled, including the cost of standard delivery to you.
If you chose a delivery option that costs more than our cheapest standard delivery, we will refund the amount of that cheapest standard option, not the premium you paid for a faster service.
Refunds are made using the same payment method used for the original transaction. You will not be charged any fee for the refund.
We may withhold your refund until we have received the goods back, or until you have supplied evidence that you have sent them back, whichever happens first. Once we have the goods or that evidence, we will refund you within 14 days.
4. Reduction in value from handling
You are entitled to examine goods in the way you reasonably could in a shop. For clothing, that means checking the size, cut and colour, and trying an item on for fit over your own underwear, without removing the tags.
If the value of an item is reduced by handling that goes beyond this, we may make a deduction from your refund. Examples of handling beyond what is necessary include items that have been worn beyond a fitting, washed, altered, perfumed, marked with make-up or fake tan, damaged, or returned without their original tags, hygiene strips or packaging.
Any deduction is assessed item by item against the condition of that item when it reaches us. It is never applied as a blanket charge. Before we apply a deduction we will email you an explanation with dated photographs of the item as received, so you can see what we have seen.
We do not charge restocking fees.
5. Items sealed for health protection and hygiene
Some items in our range are supplied sealed for reasons of health protection and hygiene. Where an item is supplied sealed and that seal has been broken after delivery, the right to cancel set out in section 1 no longer applies to that item. This follows regulation 28(3)(a) of the Consumer Contracts Regulations 2013.
This exception is narrow, and we apply it narrowly:
- It applies only where a seal was actually present on the item when it was sent to you and that seal has been broken.
- It does not apply to items returned with the seal intact.
- It does not apply to items that were not supplied sealed.
- It does not apply to sale or discounted items as a category — being reduced in price does not remove your right to cancel.
- It does not affect your rights where an item is faulty, damaged or not as described. Those rights are set out in section 6 and always apply.
Where an item is supplied sealed, the seal carries a notice explaining that opening it ends the right to cancel that item.
6. Faulty, damaged or incorrect items
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015. Goods we supply must be of satisfactory quality, fit for purpose and as described.
If something is wrong with your order:
- Within 30 days of delivery you have a short-term right to reject the item and receive a full refund.
- After 30 days and within 6 months you may ask for a repair or replacement. If that is not possible or does not resolve the problem, you can claim a refund, which may be reduced to reflect use.
- Within the first 6 months, a fault is presumed to have been present at delivery unless we can show otherwise.
We pay the cost of returning a faulty, damaged or incorrect item. Email info@luxidoo.com with your order number and photographs of the issue and we will arrange it.
Because we despatch directly from our supplier's warehouse, we ask that you check your order on arrival and tell us about any damage, shortage or wrong item as soon as you reasonably can. Telling us promptly helps us resolve it faster. It is a request, not a condition, and it does not limit the rights set out above.
7. Risk and delivery
Goods remain our responsibility until they are delivered to you or to a person you have identified to receive them. If a parcel is lost or damaged in transit, that is our problem to solve, not yours — contact us and we will replace or refund.
If you ask the carrier to leave a parcel in a nominated safe place or with a neighbour, responsibility passes to you at the point it is left there as instructed.
8. Model cancellation form
Complete and return this form only if you wish to withdraw from the contract.
To LuxiDoo, ALBARED LTD, 71–75 Shelton Street, Covent Garden, London WC2H 9JQ, United Kingdom — email: info@luxidoo.com
I/We [*] hereby give notice that I/We [*] cancel 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.
Please note: the address above is our registered office. Do not send returned goods to it. Email us first and we will confirm the correct return address.
9. Questions and complaints
If something has gone wrong, email info@luxidoo.com and we will respond. We aim to reply to every message within one working day.
We are not currently a member of an alternative dispute resolution scheme. If we cannot resolve a complaint between us, you may be able to take the matter further through the courts, and you can get free advice from Citizens Advice.