Refund policy
At Luxury Label, we want you and your dog to be completely happy with your purchase.
Returns
We accept returns within 14 days of delivery.
To be eligible for a return, your item must be:
- Unused and in its original condition
- Free from pet hair, dirt, odours, or damage
- Returned in the original packaging where possible
For hygiene reasons, we cannot accept returns on items that have been used.
How to Request a Return
To request a return, please email us at hello@luxurylabel.co.uk with:
- Your order number
- The item(s) you wish to return
- The reason for your return
Once your return is approved, we will provide instructions on how to send your item back.
Return Shipping Costs
Customers are responsible for the cost of returning items unless the item is faulty or incorrect.
We recommend using a tracked service, as we cannot be responsible for returns lost in transit.
Refunds
Once we receive and inspect your return, we will notify you by email.
If approved, your refund will be processed to your original payment method within 5–10 business days.
Original shipping charges are non-refundable unless the item is faulty or we made an error with your order.
Damaged, Faulty or Incorrect Items
If your order arrives damaged, faulty, or incorrect, please contact us within 48 hours of delivery and include photographs where possible.
We will arrange a replacement or full refund at no extra cost to you.
Exchanges
If you would like to exchange an item, please contact us and we will advise on availability.
Non-Returnable Items
The following items cannot be returned unless faulty:
- Used items
- Custom or personalised products
- Gift cards
Contact Us
For any return or refund enquiries, please contact:
Luxury Label
Email: hello@luxurylabel.co.uk
Website: www.luxurylabel.co.uk