Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. You’ll also need the invoice or proof of purchase. 

To start a return, you can contact us at sales@luxdistributionltd.co.uk. Please note that returns will need to be sent to the following address: 


Car Insulation UK 
3 Watling Court
Ptarmigan Place
Attleborough Fields Ind Est
Nuneaton
Warwickshire
CV11 6GX 

You can always contact us for any return question at sales@luxdistributionltd.co.uk

 

  • Change of Mind, Wrong Size or Unsuitable Items
    We understand that you may want to return an order that you feel is unsuitable, that turns out to be the wrong size for you or if you've just changed your mind.  We are happy to offer an exchange or a refund, provided an item is returned to us unused, in it's original condition and within 30 calendar days of receipt. You need to take reasonable care when returning an order to us as you will be responsible for the return. As such, we recommend taking out a tracked, insured return. If you want an alternative product please call us and we can arrange this for you. 

***Please note, that all return costs are covered by the customer. The refund will be processed after inspection, minus postage costs (what we paid to deliver the order to you).

 

  • Damaged on Arrival or Wrong Items were sent
    Please accept our apologies if an item has arrived damaged or wrong when you receive it. Please call us immediately (the day of the item arrived) if this has happened as we cannot take up any issues with our couriers after 3 days from delivery. It also means we can do something about it quickly. We may require proof of damage so if you could kindly take a photo and email us, that would be great. If it's the wrong order, we would like to check any part numbers on your order as sometimes we use a different name to market a product to the one a manufacturer may use. Otherwise, we'll arrange to get the item back to us and provide a return label for you. 

***Please note, we are not responsible for any shipping costs if you decide to book your own labels/transport arrangements, unless agreed otherwise.

 

  • Faulty Items
    If an item is deemed to be faulty or out of specification, please give our Customer Services a call on 02477 670370 and they will be more than happy to help. We'll probably need to get the item back to us to either fix or replace it. We are sorry, but a replacement can only be sent once we have confirmed the fault so if you cannot wait for the item to be returned before we send one out, then please place a new order. We will refund or replace the initial item or send as soon as the fault is confirmed whilst also covering all postage costs. Terms & Conditions apply.

 

  • Exchanges
    The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

  • Refunds
    We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
    If more than 15 business days have passed since we’ve approved your return, please contact us at ananeale@yahoo.co.uk.

 

 

Return & Refund Policy – Incorrect or Incomplete Address

Please ensure that your delivery address details are entered accurately and completely at checkout. We rely on the information provided by the buyer to process and deliver all orders.

If an order is returned to us due to an incorrect or incomplete address (for example, missing house number, postcode error, or wrong street name), the following policy applies:

  • Once the item is received back, we will issue a refund for the product cost only.

  • Postage and return shipping costs will be deducted from the refund total.

  • If the buyer wishes to have the order resent, a new delivery charge will apply.

We are unable to take responsibility for non-delivery caused by incorrect, incomplete, or inaccurate address detailsprovided at checkout.

To avoid delays or additional charges, please double-check your address before completing your purchase.

 

Exceptions / non-returnable items 
Certain types of items cannot be returned, like off cuts, custom products (such as special orders or personalised items). 


Unfortunately, we cannot accept returns on sale items or gift cards.