Returning your product because you’ve changed your mind

• Please return your item unused and in its original condition (including all labels and tags intact, with no damage to the box), along with proof of purchase, within 30 days. We will provide an exchange or refund, provided your returned product meets our terms and conditions and is in a resaleable condition.
• Any item that has been ordered as a “Special Order” or “Bespoke” product cannot be returned under any circumstance for a full refund or credit, regardless of whether the item is unused. For example, if you choose a model that requires it to be made in a specific RAL colour code of your own choosing, which is not one of the main colour options available from Luxair, this will be classed as a “Bespoke” model and is non-refundable.
• Any product returned must be sent back at your own cost. Luxair will not accept responsibility for goods received in a damaged condition.
• It is the customer’s responsibility to confirm the suitability of their chosen extractor hood prior to placing an order. This includes colour, dimensions, accessories, and the choice of ducting kit used for installation. Any item ordered that is not suitable for your installation purposes may be subject to a re-boxing fee if returned and not in a resaleable condition. This includes all fixtures, fittings, and packaging.
• Any orders placed in conjunction with a special offer free item (such as a free hob with a hood) must be returned in full in order to receive a full refund. If the free item is not returned, it must be paid for at the recommended retail price (RRP) and cannot be kept free of charge.
• Any items that have been modified while in your care, regardless of whether they have been used, will not be accepted back for credit or refund. All items must be returned in their original condition to qualify for a refund. Items returned with damage to the box may be subject to a re-boxing fee, which is product-dependent and will vary in price.
• Items ordered for delivery outside of the UK will not have their original delivery costs refunded and customers will be required to arrange their own return of any unwanted goods.
• Once your goods have been dispatched and have reached your local depot, if you wish to cancel, a return delivery charge may be deducted from your refund (excluding the original delivery fee) if we are charged by the transport company to return your goods, even if they have not yet been delivered to you.

To initiate a return, please login to your account and follow the returns link.

Yes. Returns must be authorised in advance. Items sent without prior approval will not be accepted.

Please return your item unused and in its original condition (including all labels and tags intact, with no damage to the box), along with proof of purchase, within 30 days. We will provide an exchange or refund, provided that your returned product meets our terms and conditions and is in a resaleable condition.

Returning Faulty Items

If your product develops a fault within 30 days of purchase, please return it with proof of purchase and we will exchange or refund it.

After 30 days, we will repair or replace the product in accordance with the terms of the Consumer Rights Act 2015.

For online and telephone purchases, we will refund the standard delivery charge; however, any express delivery charges will not be refunded.

Luxair Cooker Hoods Ltd will exchange any goods found to be damaged on delivery. Where possible, please inspect the goods immediately and inform Luxair within 48 hours of any damage. We will require photographic evidence of any damage to your goods.

Please check and inspect the goods before signing for and installing them. Goods received as damaged but subsequently installed will not be exchanged or refunded, as they will be deemed accepted.

If an item is to be returned, this must be done at your own cost unless an agreed collection has been confirmed with Luxair. For damaged hoods reported within 48 hours, all return costs will be refunded after inspection has been completed by our warehouse.

If, upon inspection, the item is found to have been damaged during installation or through mishandling, it will not be refunded and will be returned to you.

Luxair Cooker Hoods Ltd is not responsible for the cost of fitting or refitting items found to be faulty if they have been installed prior to testing. All electrical items must be tested before installation to ensure they are not faulty. Once installation has taken place, any issues will be treated as a service call and no refund or exchange will be offered.

If, after inspection, the item shows signs of installation and/or has been modified while in your possession, it will not be refunded or exchanged.

Goods that have been installed and are found to be faulty must be treated as a service call, and it is the purchaser’s responsibility to initiate this. Goods damaged due to incorrect installation procedures or installation by an unqualified electrician will not be exchanged or replaced. However, spare parts may be purchased at an additional cost to help rectify the issue.

Yes. We do not accept returns for:

• Custom or personalised products
  
• Hazardous materials or flammable goods
  
• Sale items
  
• Gift cards
  

If you’re unsure, please contact us before purchasing.

We do not offer direct exchanges. The quickest way is to return your item for a refund and place a new order.

Once your return is approved, refunds are processed within 10 business days to your original payment method.

Processing times may vary depending on your bank.

Return shipping details will be provided once your return request is approved.

If 15 business days have passed since approval, please contact us at info@luxairhoods.com and we’ll assist you.

Yes. If your order is delivered within the EU, you have a 14-day cooling-off period to cancel or return your order without reason.