We want you to be happy with your order. This policy explains your rights to return, exchange or get a refund, in line with the UK Consumer Contracts Regulations 2013.
Change-of-mind returns
For unpersonalised mugs, you have the right to cancel your order and return it within 30 days of delivery, for any reason, as long as the item is unused and in its original packaging. To start a return, contact us at hello@luxvibes.co.uk with your order number, and we'll confirm the return address and next steps.
Personalised and made-to-order items
Because personalised mugs are made specifically to your specification, they're excluded from the change-of-mind right above once production has started, in line with UK consumer law for bespoke goods. Your rights for faulty, damaged or incorrectly personalised items (see below) are not affected.
Faulty or damaged items
If your mug arrives damaged, faulty, or different from what you ordered, contact us within 14 days of delivery with a photo and your order number. We'll arrange a free replacement or a full refund, including original delivery charges, and you won't need to cover return postage for a faulty item.
How to return an item
- Email hello@luxvibes.co.uk with your order number and the reason for return.
- We'll confirm whether the item is eligible and provide a return address.
- Pack the item securely, ideally in its original packaging, and send it back using a tracked service.
- Once we receive and inspect the return, we'll process your refund within 5 working days.
Refunds
Approved refunds are issued to your original payment method. Refunds for change-of-mind returns exclude the cost of return postage, unless the item is faulty or was sent in error. Please allow up to 10 working days for the refund to appear on your statement, depending on your bank or card provider.
Exchanges
We don't offer direct exchanges. If you'd like a different mug or size, please return your original item under this policy and place a new order.
Gift set returns
Gift sets can be returned as a complete set within 30 days if unused and in original packaging. If one item in a set is faulty, contact us and we'll typically replace just the faulty component rather than the full set.
Contact us
Questions about a return or refund can be sent to hello@luxvibes.co.uk, or via our contact page. See also our shipping & delivery information.