Return Policy
Our commitment to your satisfaction with your moss wall purchase.
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At Luxuryrealreal, we take pride in the quality of our moss wall products and interior landscaping services. We want you to be completely satisfied with your purchase. This policy is provided in addition to your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. Nothing in this policy affects those statutory rights.
Your Statutory Rights
Under the Consumer Rights Act 2015, goods must be as described, of satisfactory quality, and fit for purpose. If goods are faulty, not as described, or not fit for purpose, you have the right to a repair, replacement, or refund. For distance and off-premises contracts under the Consumer Contracts Regulations 2013, you generally have a 14-day right to cancel from the day you receive the goods, subject to certain exemptions (see Custom Made Products below).
Custom Made Products
As our moss wall installations are primarily custom-made to your specifications, they are exempt from the 14-day right to cancel under Regulation 28 of the Consumer Contracts Regulations 2013 (goods made to the consumer's specifications). We will confirm this before you place your order. Custom-made products may still be returned or replaced if there is a manufacturing defect or significant deviation from the agreed design. Your statutory rights for faulty goods remain unaffected.
Standard Panels
For pre-made standard moss panels sold at a distance (online, phone, or mail order), you have the right to cancel your order within 14 days of receiving the goods, without giving a reason. You then have a further 14 days from the date you notify us of cancellation to return the panels. They must be unused and in their original packaging, in resalable condition.
Eligibility for Returns
To be eligible for a return:
- Contact us within 14 days of receiving your order
- Items must be unused and undamaged
- Original packaging must be intact
- Proof of purchase is required
Non-Returnable Items
The following items cannot be returned:
- Custom-designed moss walls and installations
- Products that have been installed
- Items damaged through improper handling or storage
- Products altered or modified after delivery
Damaged or Defective Products
If your moss wall product arrives damaged or defective, please contact us within 48 hours of delivery with photographs of the damage. Under the Consumer Rights Act 2015, you have the right to a repair, replacement, or refund for faulty goods. We will arrange a replacement or full refund at no additional cost, including any delivery charges. This is in addition to your statutory rights.
Return Process
To initiate a return:
- Contact us via email or phone to request a return
- Receive a return authorisation number
- Pack the item securely in its original packaging
- Ship the item to our Telford address (return shipping costs are your responsibility unless the item is defective)
Refunds
Once we receive and inspect your return, we will process your refund within 14 days as required by the Consumer Contracts Regulations 2013. Refunds will be issued to the original payment method used for the purchase. We will not charge you any fee for the refund. For faulty or defective goods, we will refund the full amount including standard delivery costs.
Exchanges
If you wish to exchange a standard panel for a different colour or size, please contact us to arrange. Exchanges are subject to availability and may require a price adjustment.
Installation Issues
If you experience any issues with professionally installed moss walls, please contact us immediately. We stand behind our workmanship and will address any installation concerns promptly.
Your Statutory Rights Are Not Affected
This Return Policy does not affect your statutory rights as a consumer. For further information about your rights, visit the Citizens Advice website at citizensadvice.org.uk or the Gov.uk guidance on accepting returns and giving refunds.
Contact Us
For return enquiries, please contact us:
Luxuryrealreal
11 Miners Wy, Telford TF2 9WB, United Kingdom
Email: message@luxuryrealreal.world
Phone: +44 7307 132960