Refund policy

Returns and refunds

If you change your mind, email hello@loolux.co.uk within 30 days of receiving your order to request a return. Include your order number. We’ll reply with return instructions and the return address; please contact us before sending the item back.

You can examine the product as you would in a shop. Please return it in its original condition and, where possible, its original packaging. If it has been handled more than necessary and its value has been reduced, we may make a deduction from the refund.

For a change-of-mind return, you’re responsible for the return postage. We recommend using a tracked service and keeping proof of postage.

If your item arrives faulty, damaged or incorrect, email us with your order number and photographs where possible. We’ll arrange an appropriate solution and cover reasonable return costs where the item is faulty or incorrect. Your statutory rights are not affected.

We’ll refund eligible returns to the original payment method. If you cancel your whole order, the refund will include the original standard delivery charge, but not any extra paid for upgraded delivery. We’ll process a refund within 14 days of receiving the returned item or evidence that it has been sent back; your payment provider may take additional time to show it.

To cancel before dispatch, email us as soon as possible at hello@loolux.co.uk.