Terms & Conditions
Pricing: All prices quoted are inclusive of VAT unless otherwise stated. All prices on this site are in GBP and we only supply to the UK Mainland. Some exceptions do apply as outlined on our delivery terms.
Returns and Replacements: We are confident that you will be delighted with your purchase from LuxWoodPatio. However, for your extra peace of mind all purchases are covered by our 14-day refund promise. If you are unhappy with the product in any way, it can be returned to us provided it complies with our returns policy. Please note that any special and custom-made orders cannot be returned, unless faulty, and we also can’t accept a request for a return if the item has been damaged after delivery. If something is defective or missing, we can send spare or replacement parts. Just call us or email us and we will be pleased to help. Your statutory rights are not affected by this guarantee.
Returns Policy: We want you to be happy with your purchase. Please check the goods on delivery and ensure that they are supplied correctly. If any of the goods prove to be unsuitable, simply put it back in its original packaging, in the same condition it was delivered in (including all protective wrapping if applicable) and return it to us within 14 days of delivery. We guarantee to refund you 100% of the purchase price less the return postage. Refunds will be processed within 30 days and credited to your original method of payment. We will not accept returns or cancellations if the products have been altered in any way.
While in your possession, you must keep any products you intend to return to us in good condition. Products must be returned in the same condition as they were delivered. If products were delivered flat packed, they must be returned in the same way. Care must be taken to ensure the return products are packed well to avoid damage or loss of parts in transit.
Item was Faulty or Damaged: We will ask you to check every item that you receive from us before signing the delivery slip to confirm you are happy with your purchase. Should there be any obvious damage caused by shipping we ask that you take a photo of the damage (it helps us manage the performance of our shipping company). You must let us know within 48 hours of any fault with your purchased product. We will be more than happy to exchange any faulty items that you may receive from us within a reasonable amount of time. In the unlikely event that you do happen to receive a faulty item, then please contact us as soon as possible and we will arrange for the items to be sent back for exchange or refund. We may ask for photographs of the damaged item(s) before any replacement process is initiated.
Incorrect Item Received: In the unlikely event that an incorrect item has been sent or sent to the wrong address, please make the delivery driver aware and he will take the item back to the warehouse. We\’ll then contact you to arrange for the correct item to be delivered (delivery at our cost). Contact us as soon as you are aware of any issues and we will endeavour to swap the incorrect product that you received with the correct product you ordered as soon as possible.
Our Guarantees: Our items are made to the highest standards and in the unlikely event that an item does develop a fault (through normal usage) then we will arrange for the item to be collected and replaced with a suitable replacement. We ask that you assess the state of your item on delivery; you will need to sign the delivery note that confirms you are happy to receive the item in the condition supplied.
We offer a lifetime residential guarantee with normal and reasonable residential usage and a 5-year commercial guarantee, again with normal and reasonable usage. Malicious or accidental damage, and wilful neglect is not covered by this guarantee.
Delivery: Orders are usually dispatched within 3 working days of the order being paid for, excluding bank holidays and national holidays. If the goods you order are “Out of Stock” we will contact you and send out the order as soon as the product becomes available again. If we cannot source the item we will contact you to inform you. Dispatch time for special order products will be agreed at the time of ordering.
After Delivery: Keep the furniture packaging materials, because if you want to return any item it must be returned in the original packaging. Check the furniture is in perfect condition.
If you have any concerns, contact us immediately. Please note, we do not remove or dispose of any packaging as part of our delivery service.
Delivery Exclusions: Unlike many other companies, we CAN deliver to Northern Ireland, Isle of Man, Channel Islands, Jersey, Guernsey, the Highlands and Scotland. Additional charges sometimes apply, but we do our best to keep these to a minimum.
Cancellation: You can cancel an order and return any goods that may already have been dispatched up to 14 days from receipt (see returns policy). However, this cancellation right does not apply for any special order or products custom-made to your specification. Our terms and conditions do not affect your statutory rights.