Refund policy

Last updated: June 01, 2026

Returns & Refunds Policy

Welcome to LuxeNest Living, a trading name of Rugs Inn Limited. Customer satisfaction is important to us, and we aim to provide a clear, fair, and transparent returns process for all customers.

This Returns & Refunds Policy applies to all products sold on luxenestliving.co.uk, unless a product page or promotion clearly states a specific exception before purchase and where such exception is permitted by law.

Nothing in this policy affects your statutory rights under applicable UK consumer protection laws.

1. Return Window

We accept return requests within 30 days from the date your order is delivered.

The 30-day return window starts from the delivery date shown by the courier tracking information.

To request a return, you must contact us before sending any item back.

2. Return Eligibility

To be eligible for a return, the item must:

Be unused and in its original condition.
Be returned in its original packaging.
Include all accessories, tags, labels, manuals, inserts, and included items where applicable.
Be free from stains, odours, pet hair, damage, marks, or signs of use.
Include proof of purchase or your order number.

Items returned without prior approval may be refused or delayed.

We do not charge any restocking fee for approved returns.

3. Products That Cannot Be Returned

The following items cannot be returned for a change of mind unless they arrive damaged, faulty, defective, incorrect, or unless your statutory rights apply:

Personalised or custom-made products.
Gift cards or promotional vouchers.
Items that have been used, damaged, stained, altered, washed, or handled beyond what is reasonably necessary to inspect them.
Items returned without original packaging or with missing parts, where this affects the condition or resale of the product.

Clearance or sale items are still covered by your statutory rights. If any specific return exception applies to a product, it will be clearly stated on the product page or promotion before purchase.

4. Damaged, Faulty, Defective, Incorrect, or Missing Orders

If your order arrives damaged, faulty, defective, incorrect, or does not arrive within the expected delivery timeframe, please contact us as soon as possible.

For damaged, faulty, defective, or incorrect items, we recommend contacting us preferably within 48 hours of delivery so we can investigate and resolve the issue quickly. This does not affect your statutory rights.

Please provide:

Your full name.
Your order number.
A clear description of the issue.
Clear photographs of the product.
Clear photographs of the packaging, where applicable.
Any courier or delivery information, where applicable.

Once reviewed, we will arrange a suitable resolution. This may include a replacement, refund, or another appropriate solution at no additional cost to you.

If your order has not arrived, we will investigate the delivery with the courier. Where appropriate, we will arrange a replacement or refund.

5. How to Request a Return

You can request a return using either of the following methods:

Email: support@luxenestliving.co.uk
Phone: +44 7447 211528

When contacting us, please include:

Full name
Order number
Reason for return
Photographs, if the item is damaged, faulty, defective, incorrect, or not as described

Our customer support team will review your request and provide return instructions.

Please do not return any product without authorisation. Unauthorised returns may be refused or delayed.

6. Return Address

Approved returns should be sent to:

LuxeNest Living
Rugs Inn Limited
Unit 2, Victoria Works,
Oakenbottom Road,
Bolton, Greater Manchester,
BL2 6DP,
United Kingdom

Please include your order number inside the parcel so we can identify your return quickly.

7. Return Shipping Costs

If the return is due to our error, including:

Wrong item shipped
Damaged item received
Faulty or defective product
Incorrect product supplied
Product not as described

We will cover the reasonable return shipping cost or provide return instructions at no additional cost to you.

If you are returning an item because you changed your mind, ordered the wrong item, or no longer want the product, you are responsible for the return postage cost.

We recommend using a tracked delivery service when returning items, as you are responsible for the parcel until it reaches us.

8. Original Shipping Charges

If standard delivery was paid for and your return is covered by your statutory cancellation rights, we will refund the standard delivery charge where required by law.

If you selected a premium or express delivery service, any extra cost above standard delivery may not be refundable unless the return is due to our error.

If the return is due to our error, such as a damaged, faulty, defective, incorrect, or not-as-described item, we will refund applicable delivery costs where required.

9. Refund Process

After we receive your returned item, we will inspect it to confirm that it meets our return requirements.

If your return is approved, your refund will be issued to your original payment method.

Approved refunds will be processed within 14 days of receiving the returned item or receiving valid proof that the item has been sent back.

After we issue the refund, your bank, card provider, or payment provider may take 5–10 business days to show the funds in your account.

You will receive an email confirmation once your refund has been processed.

10. Refund Deductions

We may reduce the refund amount where the item has been handled beyond what is reasonably necessary to inspect it, or where the item is returned used, damaged, stained, with odours, pet hair, missing parts, or missing packaging.

Any deduction will be fair and based on the condition of the returned item.

This does not affect your statutory rights if the item is faulty, damaged, incorrect, or not as described.

11. Exchanges

We offer exchanges only where the item is:

Damaged
Faulty
Defective
Incorrectly supplied
Not as described

If you require an exchange, please contact our customer support team before sending anything back.

If an exchange is not available, we may offer a refund or another suitable resolution.

12. Order Cancellation

Orders may be cancelled before they are dispatched.

If your order has already been dispatched, it cannot be cancelled immediately and must follow our standard return process after delivery.

Where your statutory cancellation rights apply, we will handle your cancellation request in line with UK consumer protection laws.

13. Refused Deliveries and Failed Delivery Attempts

If a delivery is refused or returned to us because of:

An incorrect delivery address provided by the customer
Failure to collect the parcel
Repeated unsuccessful delivery attempts
Customer refusal without a valid reason

Any additional delivery, return, or courier charges may be deducted from the refund where permitted by law.

14. Late or Missing Refunds

If you have received a refund confirmation but the money has not appeared in your account, please:

Check your bank account again.
Contact your card provider or payment provider.
Contact your bank, as processing times can vary.

If you still need help, please contact us at support@luxenestliving.co.uk.

15. Fraud Prevention

To protect our customers and our business, LuxeNest Living may review and refuse return or refund requests where there is clear evidence of fraudulent activity, misuse of our return policy, false claims, or suspicious purchasing behaviour.

Any decision will be handled fairly and will not affect your statutory rights under applicable UK consumer protection laws.

16. Contact Us

LuxeNest Living
Trading Name of Rugs Inn Limited