Refund policy

RETURNS & EXCHANGES POLICY

LUXEBYSONYA LTD (“the Company”, “we”, “us”, “our”) operates strictly as an independent luxury concierge and personal shopping service. Because all items are custom-sourced and procured explicitly upon individual client instruction, our operational parameters regarding returns, refunds, and exchanges are strictly defined below.

In accordance with the UK Companies Act 2006, our statutory corporate disclosures are integrated herein. Matters governing refunds and structural exchanges are executed in alignment with the UK Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

By engaging our services or completing a procurement order, you explicitly acknowledge and accept the terms of this policy.

1. Absolute No-Refund Policy & Statutory Exemptions

1.1 Bespoke Procurement Framework: Due to the personalized, custom-tailored nature of our personal shopping and luxury concierge services, LUXEBYSONYA LTD maintains a strict no-refund policy on all successful procurements. Once an item is sourced, paid for, and secured on behalf of a client, the transaction is considered final, and no monetary refunds will be issued under any circumstances.

1.2 UK Statutory Consumer Law Exemptions: Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the standard statutory 14-day online "cooling-off" right of withdrawal and refund does not apply to:

  • Services that involve the custom procurement of goods made to the consumer's explicit specifications or clearly personalized layout.

  • Goods or services whose pricing depends on rapid fluctuations in the financial or luxury secondary markets which the trader cannot control.

    Because our concierge model operates under these precise frameworks, our transactions are legally exempt from standard distance-selling refund mandates.

2. Discretionary Exchange Window

2.1 14-Day Exchange Period: While monetary refunds are legally restricted, LUXEBYSONYA LTD offers an alternative luxury exchange provision. Clients have a strict window of 14 days from the verified date of purchase or physical delivery (whichever occurs later) to formally request an exchange for an alternative product from our curated inventory.

2.2 Exchange Valuation: If an exchange request is approved, the client may select an alternative item from our available inventory. Any upward price differential between the original item and the newly selected item must be fully settled by the client before dispatch. If the new item is of a lower value, the remaining balance will be held as a conditional concierge store credit for future sourcing requests; no cash, card, or digital payment refunds will be issued for the difference.

3. Verification, Custody, and Return Requirements

3.1 Safe Transit Return: To initiate an exchange, the client must safely return the item to our official UK registered corporate address:

LUXEBYSONYA LTD

Patton Studios, 126A Colindale Avenue, London, England, NW9 5HD (Company Number: 16953670)

3.2 Logistical Responsibility: The client assumes full legal custody, liability, and transit costs for the return shipment. We strongly mandate using a fully insured, tracked, signature-required premium courier service (such as DHL Express or FedEx). LUXEBYSONYA LTD accepts no responsibility or liability for items lost, stolen, or damaged during return transit.

4. Quality Control and "Safe & Sound" Condition Assessment

4.1 Inspection Upon Arrival: No exchange will be processed or confirmed until the returned asset has physically arrived at our registered office and undergone a rigorous internal quality control assessment. 4.2 Strict Condition Metrics: To qualify for an exchange, the product must be returned in an absolute "safe and sound" condition. It must be completely unused, unworn, unaltered, unhandled, and free of any signs of wear, markings, or scent. 4.3 Completeness of Assets: The item must be returned with all its original secondary assets completely intact. This includes, but is not limited to: original luxury designer boxes, dust bags, authenticity cards, protective plastics, original tags, manuals, ribbons, and any boutique paperwork or receipts originally provided. 4.4 Rejection of Exchange: If our compliance team detects that the product has been used, marked, worn, or is missing any original packaging elements, the exchange request will be summarily rejected, and the item will be shipped back to the client at the client's sole logistical expense.

5. Governing Law

This policy is governed by and construed in accordance with the laws of England and Wales. Any disputes arising in connection with these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales, subject to mandatory local consumer protections applicable to international clients in their home countries.