Returns and Claims Policy – LUXE AVENUE LTD
Effective Date: 3.03.2025
1. Introduction
This policy regulates the process of handling returns and claims, ensuring a transparent and fair approach for all parties involved.
2. Conditions for Returning Goods
✔ Returns are only possible in case of objective reasons, such as:
Defects or manufacturing faults.
Incorrect product received (wrong item, missing components).
Visible damage upon delivery (must be documented at the time of receipt).
✔ The client must submit a return request within 5 business days from the date of receipt.
✔ Goods must be returned in original packaging, unworn, unwashed, and with all tags attached.
✔ The client is responsible for securely packaging the item to avoid damage during return shipping.
3. Return Shipping Costs
🔹 If the return is due to an error by LUXE AVENUE LTD (wrong item, defective product, damage during transit), the company will cover all return shipping costs.
🔹 If the return is initiated by the client for personal reasons (e.g., change of mind, incorrect size choice), the client bears all return shipping costs.
🔹 Return shipments must be sent using a tracked and insured method.
4. Claims Processing Procedure
1️⃣ The client submits an official return request with photo/video proof via email or the customer service portal.
2️⃣ LUXE AVENUE LTD specialists review the claim within 48 hours and determine eligibility.
3️⃣ If a defect is confirmed, the following options are available:
Full refund (if the product is irreparable).
Replacement with an equivalent product.
Partial compensation (if the defect does not affect functionality).
4️⃣ If the claim is denied, the client will receive a detailed explanation of the decision.
5. Non-Returnable Items (Exceptions)
A return is not possible if:
❌ The product has been worn, washed, altered, or damaged by the client.
❌ The client has removed original tags or labels.
❌ The return request is submitted after the specified period (5 business days).
❌ The product is missing original packaging, accessories, or documentation.
❌ The product was purchased during a sale or promotional event (if specified as “Final Sale”).
6. Inspection & Limited Warranty on Manufacturing Defects
🔹 Clients must inspect the product immediately upon receipt. Any visible defects must be reported within 5 business days.
🔹 If a manufacturing defect is confirmed within this timeframe, the client may choose one of the following options:
✔ Replacement with the same item (if available).
✔ Exchange for another product of the same value.
✔ Full or partial refund, depending on the nature of the defect.
🔹 LUXE AVENUE LTD does not cover defects caused by improper use, washing, or storage.
7. Return Request Timeline & Processing
🔹 Clients must submit return requests within 5 business days from the date of delivery.
🔹 LUXE AVENUE LTD will review and respond within 48 hours of receiving the request.
🔹 If the return is approved, processing (refund, repair, or replacement) will take up to 10 business days.
8. Contact Information
For any questions regarding returns and claims, please contact:
📍 LUXE AVENUE LTD
Address: 9 Acorn Close, Maidstone, Kent, United Kingdom, ME16 8FX
✉ Email: [email protected]
🌐 Website: luxe-avenue.store