Refund and Returns Policy
Step One – Completing the Necessary Documentation
To ensure compliance with the UK’s Online and Distance regulations, customers must notify us of their intention to seek a product refund within 14 calendar days of having received the product (traceable through the Royal Mail’s ‘signed for’ service or through courier delivery).
To handle the refund as swiftly as possible, customers must email us at CustomerServices@Leon.Luxury with their order details, including their name, email, order number, date of purchase, item(s) being returned or exchanged and the reason for doing so.
If you wish to exchange the product, please do tell us in that e-mail what you would like to exchange it for.
Returns exclude opened soaps and used body butters which, for reasons of hygiene and cross-contamination, cannot be accepted for return.
Additional non-returnable items:
• Personalised items and custom-made items (unless clearly faulty)
• Gift cards
• Personal care items such as various creams
Step Two – Returning the Product
Please note that a full refund will not be provided for candles that show signs of unreasonable use. Candles must be returned within 14 calendar days of our acceptance of your intention to return the goods. Our acceptance email will contain the address of our nearest distribution centre. Please ensure that the returned parcel is properly sealed and correctly addressed.
Irrespective of your preferred method of returning your candle(s), please retain your proof of postage in order to provide us with proof that you have returned the goods in the unlikely event that we do not receive them.
We cannot accept liability for returned goods lost in transit, inappropriately addressed or mailed.
Step Three – Exchanging your product
Should you wish to have your returned product exchanged for another one of our products, we shall dispatch your chosen selection as soon as we receive your returned item, and no later than 10 calendar days.
Step Four – Processing the Refund
If you have chosen a refund, we will process the calculated refund within fourteen (14) days of receiving your returned goods, provided that you have returned the goods to us in their original condition at our distribution centre, within 14 working days from their initial delivery to you.
You will receive an email notification of your refund having been processed from our Customer Service Team.
PLEASE NOTE: Only products purchased directly from Leon Luxury’s website may be returned for refund or exchange.
Purchases made on other online platforms cannot be returned at our stockists’ or stores.
If you have any questions about any returns, please contact us by email at CustomerService@Leon.Luxury
