Refund policy

Last updated: 18 September 2026

30-day return period

We offer a 30-day return period, starting from the delivery date of your order. Returns are made by post.

To be accepted, items must be unused, unworn, unwashed, and in new condition, with all original packaging and tags intact. Proof of purchase is required. These conditions do not apply to items that are faulty, damaged, incorrect, or not as described — see the section on those below.

Your legal rights

As a consumer in the United Kingdom you have rights that apply in addition to the 30-day period above, and that we cannot limit:

A 14-day right to cancel. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you may cancel your order for any reason within 14 days of receiving it, without explanation. You then have a further 14 days to return the goods, and we refund everything you paid including the standard delivery cost.
Rights if something is wrong. Under the Consumer Rights Act 2015 goods must be of satisfactory quality, fit for purpose, and as described. You have 30 days from delivery to reject faulty or misdescribed goods for a full refund, and further rights for up to six years.

Where this policy is more generous than the law, the more generous term applies.

How to request a return

your order number;
the item or items concerned;
the reason for the return; and
photographs, if the item is faulty, damaged, or incorrect.

Please do not return items without contacting us first — orders are dispatched from more than one facility, and unannounced returns can be delayed or refused. We reply within one business day with approval and the correct return address.

Return address

We will give you the correct return address once your return is approved. Depending on the item, this may be a returns centre or an international warehouse. Please do not send returns to our company address above unless we specifically ask you to.

Who pays return postage

Faulty, damaged, incorrect, or not as described — we cover the return cost. We will send a prepaid label or refund your postage. Your original delivery charge is refunded too.
Change of mind — the return label and postage are the customer's responsibility, under both the statutory 14-day right and our 30-day period. We recommend a tracked service and keeping your receipt, as goods remain your responsibility until they reach us.

We do not charge a restocking fee.

Refunds

Once your return arrives we inspect it and email you our decision. Approved refunds are processed within 7 business days and issued to your original payment method. Your bank or card issuer may take additional time to post the funds to your account.

Where you cancel under your statutory 14-day right, we refund within 14 days of receiving the goods back or of you showing proof that you have sent them, whichever is earlier.

Currency. Refunds are issued in the same currency you paid at checkout. UK orders are charged and refunded in pounds sterling (GBP).

You may handle and try on goods as you would in a shop. If items are handled beyond what is needed to establish their nature, characteristics, and functioning, we may reduce the refund to reflect the loss in value.

Exchanges

We accept exchanges in line with this policy, subject to stock availability. Contact us with your order number and the size, colour, or item you would prefer. Where an exchange is not practical we may instead ask you to return the item for a refund and place a new order, and we will tell you if that is the case.

Damaged, defective, or incorrect items

If your order arrives damaged, defective, or incorrect, contact us as soon as you can with photographs of the product and its packaging. Reporting promptly helps us resolve it faster and raise a carrier claim, but your statutory 30-day right to reject applies regardless of how quickly you report it.

You may choose a replacement or a full refund. We cover all return costs in these cases.

Cancellations and non-delivery

We can cancel an order before dispatch — contact us as soon as possible. After dispatch, your 14-day cancellation right applies once the order arrives.

Unless agreed otherwise we deliver within 30 days. If we miss that, or a date we agreed with you, you may set a new reasonable deadline and cancel for a full refund if we miss it again.

Complaints

Email hello@coreluxo.com and we will try to put things right. If we cannot resolve your complaint, we will confirm that in writing, tell you about any alternative dispute resolution body able to consider your case, and confirm whether we are willing to take part. Free, impartial advice is available from Citizens Advice.

Model cancellation form

Optional — an email is equally valid.

To: CoreLuxo, hello@coreluxo.com

I hereby give notice that I cancel my contract of sale for the following goods:

Ordered on / received on: __________
Order number: __________
Name: __________
Address: __________
Signature (only if sending on paper): __________
Date: __________