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Call us for expert advice on 0330 133 8453
Call us for expert advice on 0330 133 8453

Returns & Refunds

Thank you for shopping at LuxeFires.

If you are not entirely satisfied with your purchase, we are here to help.


Right to Cancel

You have the right to return your product within 7 days of your receipt without giving any reason (change of mind return). The cancellation period will expire after 7 days from the day on which you, or a third party other than the carrier indicated by you, takes physical possession of the goods. To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement by email to

To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.  These products must be unopened, in their original packaging and must not have been assembled.

Once the right to cancel period has expired we may still accept returns, although additional charges will be applicable. However, these regulations do not restrict the statutory right to cancel and do not apply during the 7 days cancellation period.

Please note: This does not apply to Planika products, with the supplier adhering to a strict no return/change of mind policy.

Please note: Luxe Fires do not cover the cost of returns. You, the customer, must cover the delivery cost for returning unwanted goods.


Effects of Cancellation

If you cancel this contract during the 7 day cancellation period, we will reimburse the payment for the product we received from you. In these cases, we will arrange for the order to be picked up, but the customer will bear the direct shipping cost for the return. Please get in touch if you have any questions.

We may make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you.

We will make the reimbursement without undue delay, and not later than – 

(a) 14 days after the day we receive back from you any goods supplied, or 

(b) (if earlier) 14 days after the day you provide evidence that you have returned the goods, or 

(c) if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.

We will make the reimbursement using the same means of payment as you used for the initial transaction unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest. You shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.

You will have to bear the direct cost of returning the goods.

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.


Bespoke Furniture

Our bespoke, made-to-order furniture sets are designed and created as per your specific requirements. Therefore, these cannot be returned or exchanged unless found to have manufacturing defects or damaged during transit. We encourage you to thoroughly review your customisation choices before confirming your order. It is the customers responsibility to ensure all measurements provided are correct, including checking that it will fit into your home after delivery. Please note that due to the handmade nature of these items, there may be a small difference of 3-5cm from your provided measurement


To Return a Product To Us

Please make sure that the product was received by you in the last 14 days.

Send an email to

Your email should have the following information so that we can process a return.

  • Your name
  • Order reference number
  • Your Address
  • Email address
  • Contact number
  • Date of purchase
  • Date the goods were received by you
  • If you originally ordered multiple items, which do you want to return?

When we approve a return, please send the product along with a note indicating whether you want to exchange the product (and if so, what other product you want to order) or a refund.


Sending A Return Back To Us

Some of our products may have delicate physical properties and the transportation of these items is a difficult business. Therefore, we will in most cases arrange for products to be returned back to us after you have informed us of your decision. This will be part of the return process and will be arranged then.


Damaged Or Faulty Items Received By You

If you received a damaged or faulty product, please notify us immediately for assistance.


Guarantee Period

Different suppliers hold different guarantee periods. We ensure a minimum of 12 months guarantee period for all products, subject to our standard terms and conditions. Guarantee periods for each product are displayed on the product page.


Sale items

Sale items can be refunded.


Contact us

If you have any questions about our Returns and Refunds Policy, please contact us:

  • By phone: 0330 133 8453

  • By email:

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