Delivery & Returns Policy

Order Confirmation

As soon as you order one of our products, we will pre-authorise your card, however, your card will not be charged. We will then contact our supplier to confirm that the product you have ordered is available for immediate shipment. Once confirmed, we will process your order and your order will be dispatched straight away. If there is any delay, such as an item has a backorder, we will void the pre-authorisation and contact you to let you know.

Order Delivery:

Once your order has been placed, assuming it is in stock and we will charge your card.

Mensa-Heating
Typically it will take 48 hours for Mensa-Heating Products to be delivered.

Tansun
Typically it will take 24-48 hours for Tansun products to be delivered.

Kratki
Typically it will take 2-3 weeks for Kratki products to be delivered.

Eco-Smart
Typically it will take up to 5 days for Eco-Smart products to be delivered.

Bromic
Typically it will take 3 days for Bromic products to be delivered.

 

PLEASE NOTE: At the moment,we do not deliver to Northern Ireland, Aberdeen, Inverness, Isle of Man, Isle of Wight and The Shetland Islands.

If you have any questions regarding the shipment / tracking of your delivery, please email info@luxuryoutdoorcompany.com and one of our friendly staff will be happy to assist you.

Damages

We ask you inspect all items at the point of delivery. We advise you not to accept the delivery of any damaged items. If you discover that your product is damaged or has missing items, please send clear photos of the damage to info@luxuryoutdoorcompany.com so that we can open an insurance claim on your behalf. Please be aware that you will have 3 days to make us aware of the damaged/missing product, otherwise your claim may not be valid.

Cancellations & Refunds

We offer a 30-day refund policy. Any orders that are cancelled after 24 hours after placing the order, may be subjected to additional fees. If the order has been dispatched, the buyer will be responsible for any cost associated with returning the item. If the item is returned damaged, the customer will not be eligible for a refund. Product(s) must be returned in it's original packaging. Any refund can only be issued to the same payment method that was used when placing the order.

Please Note: If the customer wants to return the product due to the fact they no longer need / want it, they will be subjected to a 3% re-stocking fee.

The returns policy does not apply to all Kratki or GlammFire as all products are made to order. Therefore, the customer cannot return these products once the order has been processed. Once processed the customer is no longer eligible for a refund.