Refund policy

Returns and refunds

Lux Distribution sells to trading businesses only. These terms apply to all trade orders placed with LuxExclusive Ltd trading as Lux Distribution.

Damaged, faulty or incorrect goods

Please check every delivery when it arrives. Report any damaged, faulty, short or incorrect items to us within 48 hours of delivery at luxb2bdistribution@gmail.com, quoting your order number, the product code and photos of the outer case and the affected items.

Where we confirm the problem, we will replace the goods, credit your account or refund you for the affected items, including any delivery cost for returning them.

Goods ordered in error

Correctly supplied goods are not normally returnable. If you would like to return unopened cases ordered in error, contact us within 7 days of delivery. Accepted returns must be in their original, unopened and resaleable condition and are subject to a 15% restocking fee. You are responsible for return carriage.

Goods we cannot accept back

• Opened, used or part-cases
• Health, hygiene, personal care and food items where the seal has been broken
• Short-dated or clearance lines sold as such
• Lead-time lines ordered in specifically for you, unless faulty

Refunds

Approved refunds are made to the original payment method within 14 days of us receiving and inspecting the returned goods, or of us confirming a shortage or fault.