Refund policy

1. Scope of This Policy

This Return and Refund Policy applies to eligible products purchased directly from lurevynx.shop.

It explains:

• The right of UK consumers to cancel eligible online purchases;

• How to request a return;

• The condition in which returned products should be kept;

• Who pays return-delivery costs;

• How and when refunds are processed;

• The treatment of faulty, damaged or incorrect products; and

• Products that may be excluded from the standard cancellation right.

This policy forms part of our Terms of Service.

Nothing in this policy limits statutory consumer rights under applicable UK law.

2. Fourteen-Day Right to Cancel

UK consumers purchasing online generally have the right to cancel an eligible order without giving a reason.

The cancellation period ends 14 days after the day on which:

• The customer receives the goods;

• A person nominated by the customer, other than the delivery carrier, receives the goods; or

• For an order delivered in separate packages, the customer receives the final item or package.

The customer must notify lurevynx.shop of the decision to cancel before the 14-day cancellation period expires.

After notifying us, the customer normally has a further 14 days to send the products back in accordance with our return instructions.

3. How to Cancel or Request a Return

To cancel an eligible purchase or request a return, email:

info@lurevynx.shop

The email should contain:

• The customer’s full name;

• The order number;

• The email address used for the order;

• The products being returned;

• The date the order was received;

• The reason for the return, if the customer wishes to provide one; and

• Photographs where the product is damaged, faulty or incorrect.

Customers may use the following statement:

“I hereby give notice that I cancel my contract for the goods identified by the order number included in this email.”

A customer does not have to provide a reason when exercising a valid statutory change-of-mind cancellation right.

We will provide the correct return instructions and return address after reviewing the request.

Products must not be returned to an address shown on a parcel, delivery label or payment statement unless we have confirmed in writing that it is the correct return address.

4. Condition of Returned Products

Customers may inspect a product in the same way they would reasonably inspect it in a physical shop.

Customers must take reasonable care of products while they are in their possession.

Where reasonably possible, returned products should be:

• Clean;

• Unwashed;

• Unaltered;

• Unworn, except for reasonable fitting or inspection;

• Free from stains, odours, fragrances, cosmetic marks, pet hair or other contamination;

• Returned with original tags and accessories; and

• Securely packaged to avoid damage during return delivery.

The absence of original packaging does not automatically remove a statutory cancellation right.

However, lurevynx.shop may make a lawful deduction if the value of a product has been reduced because it was handled beyond what was necessary to establish its nature, characteristics and functioning.

We do not charge a general restocking fee.

5. Return Delivery Costs

For change-of-mind returns, the customer is responsible for the direct cost of returning the product unless:

• We have agreed in writing to pay the cost;

• The product is faulty, damaged, incorrect or not as described; or

• Applicable law requires lurevynx.shop to bear the cost.

We recommend using a tracked return service and retaining the receipt and tracking information until the refund has been completed.

The customer is responsible for the returned parcel until it is delivered to the return address, except where lurevynx.shop arranged or paid for the return service.

Where a product is faulty, damaged, incorrect or materially different from its description, lurevynx.shop will pay reasonable return costs or provide an appropriate return method.

6. Products Excluded From the Standard Cancellation Right

The standard change-of-mind cancellation right may not apply to:

• Products made to the customer’s specifications;

• Clearly personalised products;

• Products liable to deteriorate or expire rapidly;

• Sealed products unsuitable for return for health-protection or hygiene reasons after the seal has been broken;

• Sealed underwear, intimate garments or similar hygiene-sensitive products after a genuine hygiene seal has been removed;

• Sealed audio, video or software products after unsealing;

• Goods inseparably mixed with other products after delivery; and

• Other products lawfully excluded from the cancellation right.

These exclusions do not remove the customer’s rights where a product is faulty, damaged, not as described or not fit for purpose.

Ordinary clothing is not automatically excluded merely because it has been tried on. Customers may carry out reasonable inspection but should not wear a garment longer than necessary to assess its fit, size and appearance.

7. Faulty, Damaged, Incorrect or Misdescribed Products

Products supplied by lurevynx.shop must be:

• Of satisfactory quality;

• Fit for their usual or expressly agreed purpose; and

• Consistent with their description.

Customers should inspect products after delivery.

If a product is damaged, defective, incorrect or materially different from its description, contact info@lurevynx.shop as soon as reasonably possible.

The email should include:

• The order number;

• A description of the problem; and

• Clear photographs where reasonably available.

Photographs can help us investigate quickly, but the inability to provide photographs does not automatically remove statutory rights.

Depending on the circumstances, available remedies may include:

• A full refund;

• A repair;

• A replacement;

• A price reduction; or

• A final right to reject the product.

UK consumers may have a short-term right to reject faulty goods within 30 days. After that period, repair or replacement may normally be offered first where appropriate.

These remedies remain subject to the Consumer Rights Act 2015 and other applicable law.

8. Refund Timing

For a valid change-of-mind cancellation, we will issue the refund without undue delay and no later than 14 days after the earliest of:

• The day we receive the returned products;

• The day the customer provides acceptable evidence that the products were returned; or

• Where no products were supplied, the day we are informed of the cancellation.

We may withhold a refund until we receive the products or acceptable evidence that they have been returned, whichever occurs first.

Refunds for faulty or incorrect products will be processed within a reasonable period after the claim and applicable remedy have been confirmed.

9. Refund Method

Refunds will be issued to the original payment method unless another method is expressly agreed and legally permitted.

After the refund has been submitted, the customer’s bank or payment provider may require additional processing time before the funds appear in the customer’s account.

This banking time is controlled by the payment provider and is separate from the date on which lurevynx.shop issues the refund.

We do not charge a refund administration fee.

10. Original Delivery Charges

All eligible orders receive free standard delivery. As no separate standard-delivery charge is paid, there is normally no original standard-delivery fee to refund.

If lurevynx.shop later offers a paid enhanced delivery method, any statutory delivery refund will normally be limited to the cost of the least expensive standard-delivery option, unless applicable law requires otherwise.

11. Partial Refunds and Deductions

A lawful deduction may be made where:

• A product’s value has been reduced by excessive handling;

• Only part of a multi-product order is returned;

• A product component or accessory is missing; or

• Another deduction is permitted by applicable law.

Any deduction will be reasonable and based on the actual reduction in value.

We will not use deductions to remove or discourage statutory cancellation rights.

12. Exchanges

Direct exchanges are not guaranteed.

Customers requiring another size, colour or product should contact info@lurevynx.shop.

Depending on availability, we may:

• Arrange an exchange;

• Ask the customer to return the original product for a refund and place a new order; or

• Offer another appropriate solution.

Replacement products remain subject to availability.

13. Order Changes and Pre-Dispatch Cancellations

Customers wishing to change or cancel an order before dispatch should contact info@lurevynx.shop immediately.

We will make reasonable efforts to accommodate the request, but changes or cancellations cannot be guaranteed once processing or dispatch has started.

If an order has already been dispatched, the standard cancellation and return procedure will apply.

14. Refused and Undeliverable Parcels

Refusing delivery does not always complete a valid cancellation. Customers should also notify us clearly by email.

If an order is returned because:

• An incorrect or incomplete address was supplied;

• Delivery was repeatedly refused; or

• The parcel was not collected,

we will contact the customer regarding redelivery or refund.

Reasonable direct costs arising from customer-provided address errors or unjustified refusal may be deducted only where legally permitted.

15. Sale and Promotional Products

Sale and discounted products have the same statutory rights as full-price products.

A reduced price does not remove the right to a remedy where a product is faulty, damaged, not as described or otherwise non-compliant.

Change-of-mind returns for promotional products remain subject to the conditions and exclusions in this policy.

16. Return Fraud and Abuse

We may investigate a return where there is reasonable evidence of:

• Product substitution;

• Deliberate damage;

• Fraudulent payment activity;

• Repeated misuse of the return process; or

• Another dishonest activity.

This provision does not permit lurevynx.shop to reject a genuine return or interfere with statutory consumer rights.

17. Contact

For cancellations, returns, refunds or product problems, contact:

lurevynx.shop
Email: info@lurevynx.shop