Refund policy

Returns & refunds

Changed your mind? That’s fine.

You can request a return within 30 days of receiving your order.

Items should be returned unused, in their original condition and, where possible, with their original packaging.

To start a return, use the return option in your customer account or email hello@weareluur.com with your order number.

Return postage

For change-of-mind returns, you are responsible for the cost of returning the item to us.

We recommend using a tracked service, as we cannot be responsible for returned parcels that do not reach us.

Please do not send anything back before your return has been approved.

Refunds

Once your return has arrived, we’ll inspect it and let you know when your refund has been processed.

Approved refunds will be made to your original payment method.

If you cancel an online order under your statutory cancellation rights, we’ll also refund the cost of our standard outbound delivery. If you chose a more expensive delivery option, such as Express Delivery, we’ll refund the equivalent cost of Standard Delivery.

Used or damaged items

You’re welcome to inspect your order when it arrives.

If an item has been used or handled beyond what is reasonably necessary to inspect it and its value has been reduced, we may make an appropriate deduction from the refund.

This does not affect your statutory rights.

Damaged, faulty or incorrect orders

If something arrives damaged, leaking, faulty or incorrect, email hello@weareluur.com as soon as you can with your order number and a photograph where relevant.

We’ll arrange a replacement or refund as appropriate, including any necessary return postage.

Your statutory rights

Nothing in this policy affects your statutory rights under UK consumer law.

For most online purchases, you have the right to tell us you wish to cancel within 14 days of receiving your order, and then a further 14 days to return the goods.