Returns & Exchange Policy

RETURNS & EXCHANGES

WE OFFER A FREE RETURNS SERVICE FOR ALL RETURNS AND EXCHANGES (UK ONLY)

Enjoy a worry free online shopping knowing you are protected by our returns & exchange program!

You have 14 days from receiving your items to request a free returns label (via the returns system). You then have a further 14 days to return them (a total of 28 days from receipt).

To return or exchange an item (UK Only) Click Here

Please note, to use the free returns service you will need access to a printer in order to print the pre-paid label. We regret that if you do not have access to a printer it is not possible to benefit from the free returns service. If you choose not to use our free returns service we regret that we cannot refund the cost of return postage.

Lux Sport offer a full return and exchange policy. If you are not happy with your item, you may return it unworn, in the original packing. 

Each Collect+ label should only be used on one parcel. If you are returning multiple orders, you will need separate labels. 

Once your return has been received by our warehouse, the returns team need to quality check the items, repack and restock before compiling a returns report. We do usually ask for 5-7 working days to process your return from receipt.

EXCHANGES 

  • We are able to offer an exchange of size or style, depending on stock availability. Please provide details of the style / colour / size you require when creating your return.
  • You must notify us that you are returning your items within 14 days of receipt of your order, and return the items within a further 14 days from your notification (a total of 28 days from receipt). We will ship the exchanged item to you for free (for orders within the UK) using our standard service.
  • All returned items should be in their original condition, in their original packaging and be accompanied with any original paperwork that came with the delivery of your goods. We cannot process and issue your exchange/refund if you do not notifying us that you are returning your items, within 14 days of receipt of your order. The items should be returned within a further 14 days from your notification and will only be processed if they include you name and order number in the parcel being returned.
  • Once received, returned items will undergo a full quality control check. Refunds will be issued from us within 5-7 working days of receiving returned goods. Please note it may take a few more days for the refund to appear on your statement depending on the length of time it takes the payment provider to process the transaction.
  • This policy does not affect your UK Statutory Rights.

REFUNDS

How to return an order without using our free Collectplus returns service:

If you prefer, or cannot use our free service you may also return your order by your own choice of carrier. Your return must include your name and order number and we strongly recommend that all returns are sent via a trackable delivery service. Items sent using a carrier other than our own free returns service are sent at your own risk. 

    All returns should be addressed to:

    Lux Sport 
    Unit 9, Byron Business Centre
    Duke Street
    Nottingham
    NG15 7HP 

    Each Collect+ label should only be used on one parcel. If you are returning multiple orders, you will need separate labels. 

    INTERNATIONAL RETURNS & EXCHANGES

    • If you wish to return or exchange your order you may return it unworn, in the original packing. You must notify us that you are returning your shoes within 14 days of receipt of your order, and return the items within a further 14 days from your notification (a total of 28 days from receipt). Please contact support@luxsport.co.uk to notify us of your return and we will be happy to help. We regret we cannot offer a free return service for orders delivered to locations outside of the UK.
    • All returned items should be in their original condition, in their original packaging and be accompanied with the original paperwork that came with the delivery of your goods. We cannot process and issue your return if your name and order number are not included in your returns parcel.
    • Once received, returned items will undergo a full quality control check. Please ensure the items are packed to sufficiently protect the box in transit. Refunds will be issued within 5 working days of receiving returned goods
    • Any charges incurred for returning goods back to us for refund or exchange are the responsibility of the customer.
    • We strongly recommend that you use registered post, recorded delivery or another secure method of delivery from a reputable carrier, retaining the receipt until you have received credit for the returned items. We regret that we cannot be held responsible for non-delivery of returned goods.
    • If your order has been sent to a destination within the EU, all sales taxes will be refunded. Outside the EU, customs duties and sales taxes are non-refundable. However, you may be able to recover these by contacting your local customs bureau directly. As this may not be available for all countries, we recommend that you hire a customs broker if you wish to claim back duties on returned merchandise. When filling out the customs form, please tick the 'Returns' box.  

    FAULTY GOODS OR GOODS THAT ARE DIFFERENT TO THOSE ORDERED

    • If your items are different to those ordered, we will provide a full exchange or refund if the goods have not been used and are returned in their original packing. You must notify us that you are returning your items within 14 days of receipt of your order, and return the items within a further 14 days from your notification (a total of 28 days from receipt).   
    • If your item is faulty please contact support@luxsport.co.uk and we will be happy to help.
    • In the case of an exchange, we will issue your exchange, including any postage you have paid or incurred returning the product to us, within 2 working days of receiving the returned items.
    • In the case of a refund, we will issue your refund, including any postage you have paid or incurred returning the product to us, at the latest within 5 working days of agreeing to a refund.
    • We shall be under no liability in respect of any defect of the goods arising from fair wear and tear, wilful damage, negligence, abnormal usage conditions, failure to follow our instructions, misuse, alteration or repair of the ordered goods without our approval.

    TERMS AND CONDITIONS

    • To be able to use our free returns service requires access to a printer to be able to print the pre-paid label. If you do not have access to a printer we regret that it is not possible to benefit from the service. Our nominated carriers for the free returns service are Collectplus. We regret that we will not be able to use any other carrier or service provider.
    • If you choose not to use our free returns service we are unable to refund costs incurred in returning your order.
    • Our free returns service is only available for UK orders only
    • The returns service requires the parcel to be dropped off. It is not a collection service. We use CollectPlus who have hundreds of drop off locations throughout the UK. These are usually less than 1 mile from your delivery location and open 7 days a week for long hours to enable you to drop off before and after work as well as during the day.