At Luxaircons, your satisfaction is our priority. We stand behind the quality of our energy-efficient air conditioning units. This policy explains your rights to returns, refunds, repairs, or replacements — in line with UK and EU consumer protection laws (including the UK Consumer Rights Act 2015 and EU Consumer Rights Directive).
1. Cooling-Off Period: Return Non-Faulty Items (Change of Mind)
You have the legal right to cancel your order and return items for any reason within:
- 14 calendar days from the day you (or someone you nominate) receive the goods (EU/UK distance selling rules).
You then have an additional 14 days to send the item back to us.
Important notes for non-faulty returns:
- Items must be unused, in original packaging, with all accessories, manuals, and seals intact.
- Due to the size and nature of air conditioning units (bulky/heavy goods), you are responsible for return shipping costs and arranging safe return transport (we recommend using a tracked, insured courier service suitable for large appliances).
- We will refund the full purchase price (including original shipping if charged — though we offer free shipping on all orders) minus any reasonable deduction for return transport costs we incur or a fair estimate if you handle return.
- Refunds are processed to your original payment method within 14 days of us receiving and inspecting the returned goods.
Exceptions where the 14-day cooling-off right does not apply:
- Custom-made or personalised items.
- Goods that become mixed inseparably with other items after delivery.
- Sealed goods unsealed for hygiene/health reasons (if applicable).
2. Faulty, Damaged, or Incorrect Items (Legal Rights)
If your air conditioner is faulty, damaged on arrival, not as described, or not fit for purpose:
- Within 30 days of receipt: You can reject the item for a full refund (including original delivery costs) or request a replacement.
- After 30 days (up to 6 months): We’re entitled to repair or replace first (at no cost to you). If unsuccessful, you can claim a refund or price reduction.
- After 6 months: You may need to prove the fault existed at delivery, but we’ll still repair, replace, or refund where appropriate.
Plus: You benefit from our minimum 2-year legal guarantee (EU standard; applies across UK/EU). During this period, if a fault appears, we’ll repair or replace free of charge (or refund if not possible).
What to do:
- Contact us as soon as possible (ideally within 48 hours for visible damage/missing items) with photos and details.
- Do not use/ install the unit if faulty — continued use may affect your rights.
- We’ll arrange collection/return where required (often at our expense for faulty items) or guide you on next steps.
3. How to Start a Return or Claim
- Email us at luxaircons@gmail.com with your order number, reason, and photos (if damaged/faulty).
- Or call: +386 070-120-243
- Or use our contact form: [luxaircons.co.uk/contact]
We’ll reply within 2 business days with instructions (e.g., return address, label if we provide one, or collection booking for faulty/large items).
Return Address: (Add your actual warehouse/returns address here once set up, e.g., your logistics partner or company address.)
4. Refunds
- Processed to your original payment method.
- Timeline: Within 14 days of receiving/inspecting the return (non-faulty) or confirming the fault.
- Original free shipping is refunded where applicable; return shipping deductions only for non-faulty/change-of-mind cases as explained.
5. Important Additional Info
- Installation/Professional Fitting: If you install the unit yourself or via a third party before checking for faults, we may not cover installation costs in refunds/claims.
- Proof of Purchase: Keep your order confirmation/email.
- Damaged in Transit: Report within 48 hours with photos — we handle claims with our carriers.
- This policy doesn’t affect your statutory rights.
We aim to resolve issues quickly and fairly. Questions? Reach out anytime — we’re here to help you stay cool!
Thank you for shopping with Luxaircons!
Last updated: February 2026