Returning Your Unwanted Items
We currently deliver the majority of our cooker hoods through our own delivery service. If you live in an area we don't cover with our own delivery vehicles we will send your goods by courier. Goods will require someone present at the delivery address to sign for the product.
We will always do our best to get goods shipped out to you as soon after you place the order as possible, usually within 5-8 working days, please inform us of any special delivery requests before we despatch your goods. In the case of deliveries during the working week, we would recommend you consider whether a delivery to your place of work would be more convenient. You can set up additional delivery addresses as part of the Online Checkout process.
Standard Delivery: We aim to deliver all mainland UK standard orders in 5-8 working days depending on the area you live in. However, sometimes during busy periods, deliveries may take slightly longer. If you have not received your delivery within 5 working days, please contact our Customer Services department.
Deliveries to Northern Ireland, the Highlands and Islands and AB postcodes will take longer to arrive. We aim to deliver standard orders within 7-10 working days to Northern Ireland and AB postcodes and 10 working days to the Highlands and Islands.
Returns Policy:
Luxair Cooker Hoods Limited hopes you are delighted with your purchase, if however, you are not entirely satisfied with your order there are two options for returns / exchanges.
Returning your product because you've changed your mind
Please return your item unused and in original condition (including all labels and tags intact) with proof of purchase within 14 days, and we’ll give you an exchange or refund, as long as your returned product meets our terms and conditions.
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 fitting the new extractor hood. Any item ordered that isn't suitable for your installation purposes, may be subject to a re-packaging fee if the goods are not returned to Luxair in their original condition.
Returning a faulty item
If your product develops a fault within 28 days of purchase, please return with proof of purchase and we’ll exchange or refund it.
After 28 days, we’ll repair or replace the product in accordance with the terms of the Consumer Rights Act 2015.
For online and telephone purchases, we'll refund the standard delivery charge if the full order is returned within 14 days.
In every case please contact us prior to sending a return so that we can make proper arrangements. Goods returned without prior agreement will not be replaced / refunded.
With any returns please make sure you:
- Include the original proof of purchase and your own details such as name and address and contact telephone number.
- Clearly mark your returns to be sent to:
Luxair Cooker Hoods Limited
Luxair House
Keld Close, Barker Business Park
Melmerby
Ripon HG4 5NB - Package your goods to protect during transportation. Luxair Cooker Hoods Ltd. are unable to accept responsibility for goods until they are received at our head office. You the customer are responsible for the goods up to this point.
- Obtain and retain proof of sending as we are not responsible for goods which do not reach us.
- Luxair will exchange any goods found to be damaged on delivery, you must inspect the goods at point of delivery and inform Luxair within 48 hours of any damages. We will require photographic evidence of any damages incurred to your goods.
- Please check the goods and inspect them before you sign for them where you can. Goods that have been received as damaged and proceeded to be installed, will not be exchanged or refunded as these have been accepted.
- If an item is to be returned, then this must be retured 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 on inspection the item is found to have been damaged through installation or mishandling of the product, then this will not be refunded and will be returned to you.
- Luxair are not responsible for cost of fitting/refitting items that are found to be faulty and have been fitted prior to testing the appliance. All electrical items must be tested before proceeding to be fitted incase a faulty item has been received. Once installation has taken place then this must be treated as a service call and no refund / exchange will be offered.
- Goods that have been installed and found to be faulty must be treated as a service call and it is up to you the purchaser to instigate the service call. Goods damaged by incorrect installation procedures or by an unqualified electrician will not be exchanged or replaced however spares can be purchased at an additional cost to you to help rectify the situation.
- Luxair must be notified within 14 days of receipt, if goods are no longer required or have been purchased in error. We will refund the product in full, only if installation has not taken place and have not become damaged whilst in your posession. You will then have a further 14 days from date of confirmation, to then return the unwanted items in order to receive a full refund.
- Unwanted goods must be returned at your own cost. Any items ordered in error and returned, may be subject to a re-boxing fee if the goods are not returned in a fully resalable condition.
- Luxair are not responsible for items that have gone missing once returned by you, we advise that all returns are tracked, as any missing items will not be refunded and it is your responsibility to ensure these goods return to Luxair.
- All goods must be returned in perfect resalable condition and unused and have not been subject to installation. If installation has taken place, the return will be rejected and are non-refundable.
- You have a duty of care while the goods are in your possession and we reserve the right to charge you for any damage that may have occurred during this period.
- items that have been modified such as chimney sections/sub frames whilst in your possesion will not be eligable for return of refund as these items are not re sellable, this also includes items that have been made to special order, ie, items that that you have requested to be changed in size or include special features such as LED lights/ colour etc that are not included on the standard models.
Once returned goods have been received by us, we aim to process returns or exchanges as quickly as possible within a 14 day period. Any refund will be met through the original payment method.
If your product develops a fault within 28 days of purchase, please return with proof of purchase and we’ll exchange or refund it for you.
After 28 days, we’ll repair or replace the product in accordance with the terms of the Consumer Rights Act 2015.
In line with distance selling regulations, you can cancel up to 14 days after receiving your order with Luxair. Please inform us of your wish to cancel by email within these 14 days. You then have a further 14 days to return the goods in a fully resalable condition for a full refund.
