Returns Policy

Purchasing a new piece of furniture is a big decision. If you've changed your mind, please advise us within 14 days of delivery. To be eligible, products must be in original condition, unused, and unopened with all original packaging and labels intact.

REQUESTING A RETURN

Message our support team via the “Contact Us” form. Please have your Order Number and reason ready. Proof of purchase is required for all exchanges or refunds.

RETURN OPTIONS

(1) Arrange Your Own Return (Drop-off):
You may return the item directly to our warehouse using your own vehicle/van (Mon–Fri, 09:00–16:00):

Aluxo Ltd
Unit 3A, Laurel Trading Estate, Higginshaw Lane, Royton, Oldham, OL2 6LH

(2) Arrange Collection Through Us:
We can book a dedicated furniture courier—the same professional service used for your delivery. This is the most secure way to protect your refund eligibility. You may be required to print a return label on your side. Transit time is 10–15 working days.

⚠️ COURIER RESTRICTIONS:
We only accept returns via the above methods. As most parcel couriers (e.g., DPD, Parcelforce) classify furniture as "Restricted Items" and do not provide adequate insurance or specialist handling. We DO NOT accept returns via these services. If an item arrives damaged via an unapproved courier, the return will be rejected and NO REFUND issued. 

RETURNS COSTS & CONDITIONS

Faulty items are collected free of charge. For "Change of Mind" returns:

  • • Unused & Unopened: Flat £99 fee deducted from refund.
  • • Unused Sofas (No Packaging): At our discretion, from £149 to cover specialist repackaging.
  • • Used or Assembled Products: Not accepted for return unless faulty.

WHAT CAN’T BE RETURNED

  • • Claims made over 14 days after delivery.
  • • Items/packaging in poor condition or missing original packaging.
  • • Services & Assembled Items: Once assembly starts, the product is deemed accepted. Fees for Assembly, Room of Choice, and Express Delivery are non-refundable.

GUARANTEE & FAULTY ITEMS

Manufacturing defects are covered under our guarantee policy:

  • • Sofa Frames: 5 Years
  • • All Other Items: 12 Months

6-Month Threshold: Claims after 6 months require a £60 inspection fee (fully refundable if a manufacturing fault is confirmed).

HOW YOU WILL BE REFUNDED

Items are inspected within 2-4 working days of arrival. Refunds are processed to the original payment method within 5 working days thereafter.

Complies with the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013.