Refund Policy

Our Approach

We want every LuxePassport box to be worth keeping. If something goes wrong, we'll make it right. This policy sets out when and how refunds apply.

Cancellations

You may cancel your subscription at any time with no penalty. Cancellations take effect at the end of your current billing period — you will receive any box already dispatched before the cancellation takes effect. We do not issue partial refunds for unused days in a billing period.

To cancel, email info@luxepassport.co.uk or use the customer portal link in your billing confirmation email.

Damaged Items

If an item arrives damaged, please email info@luxepassport.co.uk within 14 days of receiving your box with a photograph of the damage. We will arrange a replacement item or issue a store credit to the value of the damaged item. We do not require you to return damaged goods.

Non-Delivery

If your box has not arrived within 10 working days of the dispatch date shown in your shipping confirmation email, please contact us. We will investigate with Royal Mail and, if the box is confirmed lost, send a replacement or issue a full refund for that month's charge.

Incorrect Items

If you receive items that do not match your order, contact us within 14 days. We will arrange for the correct items to be sent or issue an appropriate credit.

Change of Mind

As our boxes contain perishable food items and personalised curated goods, we are unable to accept returns or offer refunds on the basis of change of mind once a box has been dispatched. If you wish to cancel future boxes, please do so before the dispatch date for that month's issue.

Allergies & Dietary Requirements

Each box may contain food items including common allergens. Full ingredient information for food items is included in the printed essay inside each box. If you have severe allergies, please contact us before subscribing so we can advise appropriately.

Your Statutory Rights

Nothing in this policy affects your statutory rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

Contact

For any refund or returns queries, email info@luxepassport.co.uk. We respond within one working day.