We are happy to assist you with the return of items purchased online that are unsuitable once we are notified within 14 days from the day after delivery of the item(s). Once we are informed of your decision to cancel and return your order, you have a further 14 days from the date you cancelled to return any item(s) to us. While the item(s) are in your possession, you must take reasonable and appropriate care of them. They must be in a resalable, as sold condition. By this we mean:

You have kept all original packaging and labels in good condition and the products can be resold at full price.

You have not used the product.

The product contains no personal data and is not registered to a user.

Refunds will be processed back to the same payment method that was used for the original order and will be issued once the goods have been returned to us. Please be aware that we will cover return costs only if the goods are faulty.

Some exclusions to our returns policy apply. Unless faulty, we reserve the right to reject returns where installation/assembly on a product has already begun. Where items that are not in a resaleable as sold condition. Where packaging and labels have been disposed of. For software products where the tamper proof seal has been broken and on custom orders or bespoke products.

Instore Returns Policy

If you wish to return your purchase, please let us know. Unless faulty, this must be within 14 days and you should return it to us, preferably to the original store of purchase.

Refunds will be refused for items returned without an original receipt.

If any promotional products included in the original sale are not returned, the corresponding value or discount of the promotional products will be deducted from the refund amount.

Refunds will be processed back to the same payment method that was used for the original purchase and will be issued when the product(s) have been returned to us.

The unwanted product(s) must be accompanied by the original receipt and returned in an unopened, as sold, resaleable condition. By this we mean:

You have not opened or used the product.

The product is in its original packaging, the labels are in good condition and the product can be resold at full price.

If the product has security seals, these must be unbroken and intact.

All original components are included with the product being returned.

The product contains no personal data and is not registered to a user.

Refund Policy Exclusions

Some exclusions to our returns policy apply where products are not in a resaleable, as sold condition i.e. where packaging and labels have been torn or disposed of, products where the tamper proof seal has been broken, gift cards, clearance/ex-display/sold-as-seen products, products where installation/assembly has begun and on custom orders or bespoke products. Returns are not permissible on software products, including software vouchers and key cards once the voucher has been generated or the card issued.

Repair of Faulty Goods

Goods returned for repair will be assessed and/or repaired within a reasonable time frame. These times may vary due to reasons beyond both our control and the repairer’s, i.e. part availability or incorrect fault description.

You may be required to pay labour, assessment and/or freight fees if goods are determined to have been damaged by misuse or accidental damage.

If any goods that you return are capable of retaining user generated data such as files stored on a hard drive, telephone numbers stored on a mobile phone and songs stored on a portable media player, the replacement or repair of the goods may result in loss of the data. In these circumstances, we recommend you back up data to prevent data loss, and remove sensitive or confidential data, as a party assessing and/or repairing your goods may be required to view data in the course of carrying out the assessment. We will not be responsible for any data loss.

In some circumstances, goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair the goods.

Goods Damaged in Transit

If any goods delivered to you are damaged, please contact our Online Customer Service Team at support@sweetluxestudios.com as soon as delivery is confirmed. Damaged goods must be returned in the condition received by you with all original packaging, accessories and manuals.

SCAM ALERT

Scam Warning – Be Aware, Be Alert!

SweetLuxe Studios Online advises all customers to be aware of the increase in scams which fraudulently use the SweetLuxe Studios brand to trick unsuspecting customers into sharing their personal and/or financial details.

Designed to mimic SweetLuxe Studios branded communications, scams may take on the form of company emails, SMS notifications, social media posts or phone calls.

Be on the alert at all times and remember that SweetLuxe Studios will never request your personal or banking details – such as your account or credit card details or password – in unsolicited communications.