Widerrufsrecht

Returns and Refunds
We sell two types of item and they are treated differently under UK law.
1. Things that are custom-made for you 
2. Everything else.

EVERYTHING ELSE - CANCELLING ORDERS, RETURNS AND REFUNDS

If you order anything from stock or Outlet, you can cancel it and return it for an exchange or refund, no questions asked. 
Please send it straight back within 14 days of receipt.

Details of how to return are here www.luxtenebrae.com/pages/returns

CUSTOM-MADE - UK LAW

If you have given us any specifications for a non-stock item then we will be custom making your item for you, and under UK Law that means it is not eligible for refund or return. This protects us from those people who change their mind after we have made their item, and the resulting financial loss.

You can cancel a custom-made order within 14 days of ordering or up to the point we start work on your pattern, whichever is longest – all you need to do is notify us of your intention to do so in writing - simply email us to cancel. We will then give you a full refund. 

Under UK law we don't have to accept any cancellations once work has begun. In practice this is unpleasant for everyone concerned, and so we often still accept your cancellation as follows:

If it’s a reasonably short time, say 4 weeks, between placing your order and cancelling, then we will refund you, minus a charge for any work done @£40 per hour plus materials and postage when applicable.

Any longer than 4 weeks and we will issue you a credit note for the difference, not a refund.

CUSTOM-MADE – SOMETIMES WE HAVE TO CANCEL ORDERS
Making custom orders is a collaborative process between us and you, and sometimes that relationship breaks down and we need to cancel the order/contract to protect ourselves from further financial loss. The usual way this happens is as follows:

Unless agreed beforehand, when we send your fittings, we expect to get detailed feedback from you within a reasonable period of time, for argument's sake let's say within two weeks. If after three weeks we haven't heard from you then we will send you a reminder, but if you haven’t supplied enough feedback for us to continue work after four weeks we will consider the order cancelled by you and supply you with a Lux Tenebrae credit note for the amount paid minus a charge for the work done @£40 per hour plus materials and postage.

If you have not supplied us any measurements within three months of your order, we will consider the order cancelled and supply you with a Lux Tenebrae credit note for the amount paid.