Return Policy

🔄 Returns & Refunds Policy –  LuxuryHouseOnline.com

At Luxury House Online, we take pride in the quality and craftsmanship of our products. If you are not completely satisfied with your purchase, our returns policy is designed to give you peace of mind while protecting the integrity of our luxury standards.

📦 Eligibility for Returns

  • You may request a return within 14 days of receiving your order.
  • Items must be unused, undamaged, and in their original packaging.
  • Proof of purchase (order confirmation or receipt) is required for all returns.
  • Bespoke or custom‑made items are non‑returnable, unless they arrive faulty or damaged.

💎 Non‑Returnable Items

To maintain our luxury standards, the following items cannot be returned:

  • Bespoke or personalised products
  • Items marked as “Final Sale” or “Clearance”
  • Products not returned in their original packaging or showing signs of use.

  • Hygiene & Safety: For health and hygiene reasons, mattresses can only be returned if they are unopened, unused, and remain in their original vacuum-sealed packaging.

  • Opened Items: Once the hygiene seal or plastic packaging has been opened, the mattress is considered used and cannot be returned or exchanged unless a genuine manufacturing fault is identified.

  • 14-Day Inspection Period: You may request a return within 14 days of receiving your order, provided the mattress remains in its pristine, original condition and packaging.

  • Faulty Goods: If your mattress arrives damaged or with a visible defect, please notify our team within 48 hours of delivery to arrange a replacement.

🛠 Faulty or Damaged Goods

  • If your item arrives damaged or faulty, please notify us within 48 hours of delivery.
  • We may request photographs of the damage to assist with claims.
  • Once approved, we will arrange a replacement or issue a full refund.

💰 Refunds

  • Refunds are processed to your original payment method within 5–7 business days after inspection and approval.
  • Shipping costs are non‑refundable unless the item was faulty or incorrect.
  • You will receive a confirmation email once your refund has been issued.

🚚 Return Shipping

  • Customers are responsible for return shipping costs unless the item is faulty or incorrect.
  • We recommend using a tracked courier service to ensure safe delivery of your return.
  • Luxury House Online cannot be held responsible for items lost or damaged in transit during return.

🔄 Exchange Policy

  • Exchanges are available for eligible items within the 14‑day return window.
  • If the requested item is unavailable, a refund will be issued instead.

📩 How to Initiate a Return

To start a return or exchange, please contact our customer care team with your order details:
Telephone: 01274 726 228
Email: info@luxuryhouseonline.com

Our team will guide you through the process and provide the return address.