Refund Policy
Returns
We accept returns within 30 days of the date of purchase, subject to the conditions set out below.
To be eligible for a return, the item must be unused, in its original condition and in its original packaging, unless the item is faulty or defective.
If more than 30 days have passed from the date of purchase, we may be unable to accept the return, except where your statutory rights apply.
Certain items may not be eligible for return or may qualify only for a partial refund.
Partial Refunds
A partial refund may apply where:
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The item is not in its original condition, is damaged or has missing parts for reasons not caused by LEOXA LTD.
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The item is returned more than 30 days after delivery, where applicable.
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The item has been used or otherwise handled beyond what is reasonably necessary to establish its nature, characteristics and functionality.
Nothing in this policy affects your statutory rights as a consumer.
Substrates
We are unable to accept substrates for return or refund, except where the product is faulty, defective or otherwise covered by your statutory rights.
Refunds
Once your returned item has been received and inspected, we will send you an email confirming receipt.
We will then notify you whether your refund has been approved or rejected.
If your refund is approved, the amount due will be refunded to the original payment method used to place the order.
Please allow your payment provider or bank additional time to process the refund. Refunds will normally appear within 5–10 working days after they have been processed, although processing times may vary between payment providers.
Where applicable, refunds will be made in accordance with your statutory rights.
Late or Missing Refunds
If you have not received your refund, please first check your bank account or payment account again.
If the refund is still not showing, contact your card issuer or payment provider, as it may take some time for the refund to appear.
You should then contact your bank, as additional processing time may apply.
If you have completed these steps and still have not received your refund, please contact us at:
Sale Items
Sale items may be returned subject to the same return conditions outlined in this policy, unless otherwise stated at the time of purchase.
Nothing in this section affects your statutory rights in relation to faulty, defective or misdescribed goods.
Exchanges
We will replace an item where it is faulty or damaged on arrival, subject to the applicable manufacturer warranty and your statutory rights.
If you believe you have received a faulty or damaged item and require an exchange, please contact us at:
Please provide your order number and, where possible, photographs or other evidence of the fault or damage.
Once we have assessed the issue, we will advise you of the appropriate next steps.
Return Shipping
Unless the item is faulty, defective, damaged on arrival, incorrect or otherwise covered by your statutory rights, you are responsible for the cost of returning an item to us.
Return postage costs are generally non-refundable.
Where you are exercising a statutory right to cancel an online order, return postage may also be your responsibility, subject to applicable consumer legislation and the information provided to you before purchase.
We strongly recommend using a tracked or insured delivery service when returning higher-value items.
LEOXA LTD cannot be held responsible for returned items that are lost or damaged in transit where the customer has arranged the return.
Return Address
Please send approved returns to:
LEOXA LTD
17 Green Lanes
London
United Kingdom
N16 9BS
Please do not send a return to this address without contacting us first where prior authorisation is required.
Damaged or Incorrect Items
If you receive an item that is damaged, defective or different from the item you ordered, please contact us as soon as possible at:
Please include your order number and photographs of the item and packaging where appropriate.
We will assess the issue and, where applicable, arrange a replacement, repair or refund in accordance with your statutory rights.
Gifts
If an item was purchased as a gift and sent directly to you, any refund will normally be issued to the original payment method used to place the order.
Where appropriate, we may offer an alternative arrangement at our discretion.
How Will I Know Whether My Return Has Been Approved?
Once your returned item has been received and inspected, we will notify you by email whether your return or refund has been approved or rejected.
If approved, your refund will be processed to the original payment method used for the purchase.
Refunds typically take 5–10 working days to appear once processed, depending on your bank or payment provider.
What Should I Do If I Have Not Received My Refund?
If 10 working days have passed since we confirmed that your refund was processed and the funds have still not appeared, please check your bank or payment account carefully.
If the refund is still not showing, contact your bank or payment provider and ask them to investigate the transaction.
If you are still unable to locate the refund, please contact us at:
Please include your order number and any relevant information regarding the refund so that we can assist you.
Consumer Rights
This Returns & Refunds Policy does not affect your statutory rights under UK consumer law.
Where goods are faulty, defective, not as described, not fit for purpose or otherwise fail to meet the requirements of applicable consumer legislation, you may have additional rights to a repair, replacement, price reduction or refund.
For online purchases, you may also have a statutory right to cancel your order within the applicable cancellation period, subject to any legal exceptions.
Where there is any conflict between this policy and your statutory rights, your statutory rights will prevail.
LEOXA LTD
17 Green Lanes
London
United Kingdom
N16 9BS
Company Number: 17331708
Email: admin@leoxa.co.uk
Trading as: Leoxa Grow