Shipping Protection

What it is

Shipping Protection is an optional paid guarantee you can add at checkout. If something goes wrong with your delivery, it lets us put things right faster and more generously than our standard process - usually a free replacement or refund, with no courier investigation and no proof needed from you.

It costs a small one-off amount based on your order value (shown clearly at checkout before you pay). It is off by default - you only pay for it if you choose to add it.

It is a goodwill guarantee from us, the retailer. It is not insurance, and you are not buying anything you are legally owed for free (see Your statutory rights below).

What it covers

With Shipping Protection added, we will reship or refund - quickly and without asking you for proof - if:

  • Your parcel is lost in transit and does not arrive.
  • Your parcel is marked as delivered but you did not receive it, including a parcel stolen from your doorstep or porch after delivery.
  • Your items arrive damaged in transit.
  • You receive the wrong item by mistake.

The headline benefit is speed and certainty: no waiting on a courier investigation, no requirement to prove what happened, and a more generous, no-questions approach than the standard route.

What it does not cover

Shipping Protection is for delivery problems, not returns or order changes. It does not cover:

  • Change of mind or ordinary returns - these follow our normal returns policy, which is separate and always available to you.
  • An incorrect delivery address entered at checkout. Please double-check your address before paying. (If you spot a mistake, contact us straight away and we will help if the parcel has not yet shipped.)
  • Claims made outside the claim window below.
  • Items confirmed delivered and received correctly, then later lost, damaged, or used.

How to claim

  1. Email our support team at support@luxecare.co.uk and tell us what happened.
  2. Include your order number and a short description (a photo helps for damage, but is not required).
  3. We aim to reply within one working day.

Claim window: please report any issue within 30 days of dispatch, or within 14 days of delivery, whichever applies to your situation.

How we put it right

We will either:

  • Send a free replacement, or
  • Issue a refund,

whichever is the better fit for your situation. The choice of resolution is at our discretion, and we will always aim for the outcome that genuinely puts things right for you.

Your statutory rights (important)

Shipping Protection is optional and extra. It does not replace or reduce your legal rights, and you do not need it to be protected against ordinary delivery problems.

By law (Consumer Rights Act 2015), your order is our responsibility until it reaches you. That means if your parcel is lost or damaged in transit before it gets to you, we will always put it right - free of charge - whether or not you bought Shipping Protection.

What Shipping Protection adds on top of that is speed, certainty, and cover for things that fall outside those legal rights - most notably a parcel stolen after it has been delivered to you, and a faster, no-proof, no-questions resolution.

Adding Shipping Protection never affects your statutory consumer rights or our normal returns policy.

Questions

If you are unsure whether something is covered, just ask us before you buy - we would always rather have a quick honest chat than leave you guessing. Email support@luxecare.co.uk and a real person will help.

Luxecare Technology Ltd. This is a goodwill service guarantee provided by us as the retailer; it is not a contract of insurance.