Refund and Returns Policy
At Eluxeu.com, we strive to ensure you’re completely satisfied with your purchase. However, if you’re not happy, our Refund and Returns Policy outlines how to return items and claim refunds. Please review the following carefully to understand the conditions for returns, exchanges, and refunds.
1. Returns Policy
Our Returns Policy lasts 14 days. If 14 days have passed since your purchase, unfortunately, we can’t offer a refund or exchange.
To be eligible for a return, the item must be unused, in the same condition as when you received it, and in its original packaging. You must also contact us within 14 days of placing your order.
2. Cancellations
You can cancel your order at any time within the first 14 days after purchase. If you’d like to cancel your order, please send an email to [email protected], including your order number in the subject line.
3. International Order Cancellations
For international orders, please email us immediately after placing the order. All international orders are dispatched the next day at 4 pm.
- If the parcel is still in the UK: We can cancel the shipping.
- If the parcel is already in transit: Unfortunately, we can’t cancel the order.
You have two options if your international order has been dispatched:
- Refuse Delivery: If you refuse delivery, UPS will charge us for the return. We’ll notify you of the return shipping cost and deduct it from your refund.
- Return the Item Yourself: If you return the item yourself, you will be responsible for the shipping costs.
We recommend insuring the package when sending it back to us to ensure its safe return.
4. Non-Returnable Items
The following items cannot be returned:
- Opened E-Liquid
5. Refunds (If Applicable)
Once we receive your returned item and inspect it, we’ll notify you via email about your refund status. If approved, your refund will be processed immediately, and a credit will be applied to your original payment method (credit/debit card or the payment method used).
6. Late or Missing Refunds (If Applicable)
If you haven’t received your refund yet, please check your account as it may take some time to process. Contact your bank or payment provider, as there may be a processing delay.
If you’ve done both and still haven’t received your refund, please contact us at [email protected].
7. Sale Items (If Applicable)
Only regular-priced items are eligible for refunds. Unfortunately, sale items are not refundable.
8. Exchanges (If Applicable)
We only replace items if they are defective or damaged. If you need to exchange an item, please send us an email at [email protected] with your order number in the subject line and send the item to:
Elux Europe Ltd
Unit H9 Adam Selfstore
4 Higher Swan Lane
Bolton, BL3 3AQ
9. How to Return an Item
To return an item, please send it to the address below:
Elux Europe Ltd
Unit H9 Adam Selfstore
4 Higher Swan Lane
Bolton, BL3 3AQ
You will be responsible for paying your own shipping costs for returns or cancellations. Shipping costs are non-refundable.
If you receive a refund, the original shipping cost will be deducted from your refund, unless the order qualified for free shipping or has not been dispatched.
10. Returning Items from Europe (Outside the UK)
If you are returning an item from Europe, please note that shipping costs are non-refundable. If you choose to decline delivery (Return to Sender), you will bear the return shipping costs via UPS.
For returns of items over £15.00, we recommend using a trackable shipping method or purchasing shipping insurance, as we cannot guarantee receipt of your returned item.
11. Promotional Items
Please note that promotional items (whether free or discounted) do not count towards the basket value for further promotions. We reserve the right to cancel any orders if promotional items are used improperly to increase the basket size to qualify for additional promotions.
We hope this Refund and Returns Policy helps clarify how we handle returns, exchanges, and refunds at Eluxeu.com. If you have any questions or need assistance, our customer service team is happy to help!