Returns-policy

Return and refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at sales@luxhomehaven.co.uk.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at sales@luxhomehaven.co.uk.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sales@luxhomehaven.co.uk.

At Lux Home Haven, we pride ourselves on having one of the best return policies in the industry. Cancel your order anytime before it ships completely free of charge (exceptions apply, such as custom orders—see below).

For questions, please email sales@luxhomehaven.co.uk or call us at +44 20 3290 6206.

Cancellations (Before Order Ships)

If you need to cancel an order, please contact us as soon as possible so we can refund you in full before your order leaves the warehouse. Reach our agents during business hours at +44 20 3290 6206, via email at sales@luxhomehaven.co.uk, or through the chat feature on our website.

Cancellations of Custom Orders

Custom or made-to-order products cannot be canceled or refunded, as these products are created specifically for your order. These items are custom-made to your specifications and begin production immediately after your order is placed. Your warranty will guarantee a fully functional and operational product. If it is unclear whether your order is custom or made-to-order, please contact us before placing your order.
All sales are final for custom-made and made-to-order products.

Refunds and Returns

If you need to exchange your product, you may do so. You, as the customer, are responsible for any shipping costs throughout the return and exchange process.

Not all orders are eligible for return once they have shipped. We source our products directly from manufacturers, and if the manufacturer does not allow returns, we cannot process a return. Please reach out to us for specific information regarding your product or brand.

If eligible for return, a restocking fee and return shipping costs will be incurred as follows:

  • SIRIUS & SARGAS Stoves: 35% restocking fee
  • Igneus & Clementi Ovens: NO restocking fee
  • Saltfire Stoves: No restocking fee

Customers have 30 days from the date of delivery to initiate a return unless specified otherwise on the product page. Brand-specific return policies on product pages override our standard 30-day policy.

Shipping Times

We strive to deliver orders as quickly as possible. Estimated shipping times on product pages are based on supplier and freight information but may vary due to external factors (e.g., supply chain issues, demand, or manufacturing delays). While we make every effort to minimise delays, we appreciate your understanding and patience during these challenging times.

Inspection and Exchange Agreement

By purchasing from Lux Home Haven, you agree to the following:

  • Inspect packages upon delivery and report any damage to sales@luxhomehaven.co.uk within 24 hours.
  • Include photos of the damage, the packaging, and the SKU.
  • Products must be returned unopened and unused. Additional restocking fees may apply.
  • If your order has shipped, you cannot receive a full refund. Return shipping and restocking fees (usually 20%) will apply.

Damages

Please inspect your items upon delivery. If you notice any damage, note it upon receipt and contact us immediately with supporting photos and a description of the issue. Damage claims must be submitted within 24 hours of delivery to be valid.

Warranty

Warranties vary by manufacturer. Please see individual product pages for details. If an item is damaged upon arrival and not reported within 30 days, it will not qualify for warranty claims.

Returns

Customers are responsible for return shipping charges unless otherwise stated. Products must be returned in their original packaging and unused condition. Most products include a warranty guaranteeing you receive a fully functional item. Please see product pages for additional details.

BOGO Promotions

In the case of "Buy One, Get One" (BOGO) offers, both items must be returned for a full refund. If one item is returned, it will be replaced or store credit will be issued. Shipping and restocking fees apply for returns of shipped items.

Chargebacks

We aim to resolve any issues promptly. If you encounter a problem, contact us at sales@luxhomehaven.co.uk before filing a chargeback. Filing fraudulent chargebacks may result in legal action.

Thank you for shopping with us. By using our site, you agree to these terms.

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