Refund policy
Thank you for shopping at Edelux. We take pride in the quality of our products and our commitment to customer satisfaction. If you are not entirely satisfied with your purchase, we are here to help with a straightforward return and refund process.
1. 30-Day Return Window
In accordance with UK Consumer Rights, you have a legal right to a 14-day "cooling-off" period. At Edelux, we extend this to a 30-day return policy, giving you extra peace of mind. You have 30 days from the date you receive your item to request a return. To be eligible, the item must be unused, in the same condition as received, and in its original packaging. Original packaging must be intact and not damaged or defaced.
2. Order Cancellation
You can cancel your order at any time before it has been shipped. To ensure a successful cancellation, please contact us within 6 hours of placing your order. To cancel, please contact us immediately at info@edeluxtm.com As our orders are fulfilled through our international logistics hub in Hong Kong, once the dispatch process has begun, we cannot cancel the order. In this case, please follow the return procedure after receiving the product.
3. How to Initiate a Return
– Contact Us: Before returning any item, you must contact our support team at info@edeluxtm.com to initiate the process and receive a Return Authorization (RA) number. Returns sent without a prior RA number may experience significant delays in processing.
– Return Address: Please ship the item only to our official Business & Return Address in the UK: Luxora Group Ltd, 6 Bearings Close, Northampton, NN5 6GY, United Kingdom. Do not send returns to our Registered Office in Ipswich or our fulfillment center in Hong Kong.
– Tracking: We strongly recommend using a trackable shipping service for your return. Please provide the tracking number to our team once the item is sent.
4. Return Shipping Costs
– Defective or Incorrect Items: If the product is defective, damaged during transit, or if you received the wrong item, Edelux covers all return shipping costs. We will provide a pre-paid return label or reimburse the shipping fee.
– Customer Remorse (Change of Mind): If you changed your mind or ordered the wrong size/color, you are responsible for paying the return shipping costs to our UK return address in Northampton. Shipping costs are non-refundable.
5. No Restocking Fees
We do not charge any restocking fees on returns, regardless of the reason for the return.
6. Refund Process
Once your return is received and inspected, we will notify you via email regarding the approval or rejection of your refund.
– Approved Refunds: If approved, your refund will be processed automatically to your original payment method within 14 days.
– Late or Missing Refunds: If you haven’t received a refund yet, first check your bank account, then contact your credit card company or bank, as it may take some time before your refund is officially posted.
7. Damaged, Defective, or Non-Arrived Goods
– Damaged/Defective: Please inspect your order upon reception. If the item is defective or damaged, contact us at info@edeluxtm.com within 48 hours with photos of the issue. Please include photos of both the damaged item and the shipping label on the package. We will arrange a replacement or a full refund.
– Product Never Arrived: If your order has not arrived within the estimated delivery time-frame (8–12 business days), please contact us immediately at info@edeluxtm.com. We will investigate the shipment with the carrier. If the parcel is confirmed as lost or undeliverable, we will offer either a full refund or a free replacement shipment, according to your preference.
8. Non-Returnable Items
Certain items cannot be returned for health and hygiene reasons once the seal is broken (e.g., personal care items, earrings, undergarments) or if they are custom-made/personalized. Gift cards are also non-returnable.
9. Product Exchanges
We accept exchanges within 30 days of receipt, subject to stock availability. The same conditions for returns apply (new, unused, and in original packaging).
10. Contact Information
For any questions concerning our Refund and Return Policy, please reach out to us:
Store name: Edelux
Operated by Luxora Group Ltd
Registered Office: 50 Princes Street, Ipswich, Suffolk, IP1 1RJ, United Kingdom
Business & Return Address: 6 Bearings Close, Northampton, NN5 6GY, United Kingdom
Order Fulfillment: Mong Kok, Kowloon, Hong Kong
Email: info@edeluxtm.com
Phone: +447412806463
Company number: 15980733
Customer service: Monday to Friday, 9:00 AM – 5:00 PM (GMT)
We usually reply within 24 hours