Refund policy

 

We want you to feel completely confident when choosing a product from LUXERGY. If you wish to request a return, please review the information below.

14-Day Return Request Window

You may request a return within 14 days of receiving your item.

A return request must be submitted by emailing info@luxergyheating.co.uk. Returns sent without prior approval cannot be accepted.

Return Eligibility

To be eligible for a return, items must:

  • Be unused, uninstalled, and in as-new condition
  • Be returned in all original packaging, including protective materials, accessories, and manuals
  • Be complete, undamaged, and fit for resale
  • Include proof of purchase

Because our fireplaces and media wall units are large, premium products, they must be returned exactly as received to ensure safe transport.

A restocking and administration fee of up to 20% may apply to approved returns.

Return shipping costs are the responsibility of the customer unless the return is due to a fault or error on our part.

How to Start a Return

To begin a return:

  • Email info@luxergyheating.co.uk with your order number and reason for return.
  • Our team will review your request and confirm whether the item is eligible.
  • If approved, we will provide the correct return address and full return instructions.
  • Items must be returned using an insured and trackable courier service.

Items returned without following the instructions provided cannot be accepted.

Damaged or Faulty Items

Please inspect your order upon delivery.

If your item arrives damaged, defective, or incorrect, please contact us immediately with clear photos so we can resolve the issue as quickly as possible.

For pallet deliveries with visible damage, we strongly recommend refusing delivery and asking the driver to record the damage on the delivery note.

Non-Returnable Items

We cannot accept returns for:

  • Custom-made or bespoke products
  • Items that have been installed, used, or modified
  • Products returned without original packaging
  • Sale or clearance items
  • Gift cards

If you are unsure whether your item is eligible, please contact us before ordering.

Exchanges

If you would like to exchange an item, the quickest method is to request a return first. Once the return is approved, you may place a new order for the alternative product.

Refunds

Once your return has been received and inspected, we will notify you whether your refund has been approved.

Approved refunds will be issued to your original payment method within 10 business days. Please allow additional time for your bank or card provider to process the refund.

If more than 15 business days have passed since your refund approval, please contact us at info@luxergyheating.co.uk.