This Refunds & Returns Policy applies to purchases made from Lux Ethica London®, a trading name of SB Digital Services Limited.

1. YOUR RIGHT TO CANCEL (COOLING-OFF PERIOD)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, without giving a reason.

The cancellation period expires 14 days after the day you receive your order.

To exercise your right to cancel, please notify us by email at info@luxethicalondon.com, clearly stating your order number.

2. CONDITIONS FOR RETURNS

To be eligible for a refund or exchange, returned items must:

Be unused and unburned

Be in their original condition and packaging

Be returned within 14 days of notifying us of cancellation

For hygiene and safety reasons, used or burned candles cannot be returned or refunded, unless the product is faulty.

We reserve the right to refuse refunds for items that do not meet these conditions.

3. FAULTY OR DAMAGED ITEMS

Under the Consumer Rights Act 2015, goods must be as described, of satisfactory quality, and fit for purpose.

If your item is:

Faulty, or

Damaged on arrival

please contact us at info@luxethicalondon.com as soon as possible, providing your order number and photographs where appropriate.

Where required by law, we will offer a repair, replacement, or refund, regardless of whether the item has been used.

4. RETURN PROCESS

Email info@luxethicalondon.com with your order number and reason for return

We will confirm whether your return is eligible and provide return instructions

Securely package the item to prevent damage during transit

Return the item using a tracked service (recommended)

Customers are responsible for return postage costs unless the item is faulty or incorrect.

5. REFUNDS

Once we receive and inspect your return, we will notify you of the outcome.

If approved:

Refunds will be processed to your original payment method

Refunds will be issued within 14 days of receiving the returned item (or proof of return)

Original delivery charges are refundable only where required by law.

6. EXCHANGES

If you would like to exchange an item, please contact us before returning it. Exchanges are subject to availability and the same return conditions outlined above.

7. NON-RETURNABLE ITEMS

Unless faulty, we do not accept returns for:

Used or burned candles

Items damaged after delivery

Items not returned in original condition and packaging

8. STATUTORY RIGHTS

Nothing in this Refunds & Returns Policy affects your statutory rights under UK consumer law.

9. CONTACT US

If you have any questions about returns or refunds, please contact:

📧 info@luxethicalondon.com