Refund policy

1. REFUND & RETURNS POLICY

Last updated: 10 September 2026

At Luxury Tanners, we want you to be happy with your order. This policy explains your rights when cancelling an order, returning an item, or reporting an item that is damaged, faulty or incorrect.

Nothing in this policy affects your statutory rights under UK consumer law.

Sealed Hygiene Products

Some of the products we sell are supplied sealed for health protection and hygiene reasons.

Where a product is sealed and is not suitable for return for health protection or hygiene reasons, your statutory right to cancel does not apply once that seal has been broken after delivery.

This means that we cannot accept a return for a qualifying hygiene product once it has been opened or unsealed.

This restriction does not affect your rights where an item is faulty, damaged, incorrectly supplied or not as described.

Return Postage

Where you are returning an item because you have simply changed your mind, you are responsible for the reasonable cost of returning the item unless we agree otherwise.

We recommend using a tracked postal service, as you remain responsible for the returned parcel until it reaches us.

If an item is faulty, damaged, incorrect or not as described, we will arrange or reimburse reasonable return postage where a return is required.

Refunds

Once an eligible return has been received and inspected, we will process your refund as soon as reasonably possible.

Where you exercise your statutory cancellation right, refunds will be made within the time required by applicable consumer law.

Refunds will normally be issued to the original payment method.

Where applicable, we will also refund the cost of our standard delivery option. If you chose a more expensive delivery service, such as express or Special Delivery, we are not required to refund the additional amount above the cost of standard delivery.

Depending on your bank or payment provider, it may take additional time for the refunded amount to appear in your account after we have processed it.

Damaged, Faulty or Incorrect Items

Please inspect your order when it arrives.

If your item is damaged, defective, incorrect or materially different from its description, contact luxurytanners@gmail.com as soon as possible with:

your order number;
a description of the issue; and
photographs where reasonably possible.

We will assess the issue and provide an appropriate remedy in accordance with your statutory rights, which may include a refund, repair or replacement depending on the circumstances.

UK consumer law provides additional rights in relation to faulty goods, including a short-term right to reject qualifying faulty goods within 30 days.

Missing Orders

If your tracking information indicates that your parcel has been delivered but you cannot locate it, please first check any safe place, neighbours and the delivery information provided by the courier.

If your parcel has genuinely been lost in transit, contact us at luxurytanners@gmail.com.

We will investigate the shipment with the delivery provider and, where appropriate, arrange a replacement or refund.

Refused or Incorrectly Addressed Parcels

Customers are responsible for providing a complete and accurate delivery address at checkout.

If an order is returned to us because an incorrect or incomplete address was provided, or because delivery was refused or not collected, we may require payment of reasonable additional postage before resending it.

Your statutory rights are unaffected.