Your right to cancel
If you are a consumer buying online in the UK, you normally have 14 days from the day you receive your order to let us know you wish to cancel, and a further 14 days to return the goods to us. You do not need to give a reason. Please contact us first so we can confirm the return address and log your return against your order reference.
Returns are made by post (by mail) to the return address we confirm when you contact us. Returned items must be new, unopened and unused, in the condition you received them, with any seals, packaging and labels intact where applicable. For ordinary eligible change-of-mind returns, you are responsible for the cost of return postage unless the item is faulty, damaged, incorrectly supplied or not as described. We do not charge any restocking fee.
Hygiene-sealed cosmetics, skincare and supplements
For health protection and hygiene reasons, some products cannot be returned once they have been opened or their protective seal has been broken. This typically applies to creams, serums, oils, lotions, gels, soaps, body washes and ingestible wellness supplements.
If a sealed product is still unopened and the seal is unbroken, it can be returned under the cancellation right above.
Faulty, damaged, incorrect or misdescribed items
This hygiene exception never removes your statutory rights. If an item is faulty, damaged in transit, incorrectly supplied, or does not match its description, you are entitled to a remedy — such as a replacement, repair or refund — even if the item has been opened.
Please contact us as soon as possible with your order reference and, where you can, a photo of the item and its packaging. That helps us resolve it quickly and raise the issue with the courier or supplier where needed.
Exchanges
We do not offer exchanges as a general return option. If you would like a different product, please return the eligible original item for a refund and place a new order. This does not affect your statutory remedies for faulty, damaged, incorrect or misdescribed goods, which remain available as described above.
Allergies and sensitivity
Always read the ingredient list and any usage instructions on the packaging before use, and patch test new products. If you have a known allergy, are pregnant, breastfeeding or taking medication, seek advice from a qualified healthcare professional before using skincare actives or wellness supplements. Products are not intended to diagnose, treat, cure or prevent any medical condition.
How refunds are issued
Once we have received and approved your eligible return, or agreed a refund for a faulty or incorrect item, LuxeVerse will process your refund within 10 days. We refund using the same method you used to pay: card payments are refunded through our payment processor to the card used, and bank transfer payments are refunded to the account the transfer came from. Refunds are issued for the amount paid for the returned items, and your original delivery charge is refunded where required by law. There is no restocking fee.
After LuxeVerse has processed your refund, the additional time it takes for the money to appear in your account depends on your bank or card provider.
How to start a return
Contact us with your order reference and what you would like to return, using WhatsApp, email or any option on our Contact page. Delivery details are on our Delivery Information page.
Nothing here reduces your legal rights
This page is a summary of how we handle returns. It does not limit or remove any rights you have under UK consumer law, including under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.