Refund and returns policy

If for any reason you are not completely satisfied with your purchase, we invite you to review our refund and returns policy.

The following terms apply to any product you have purchased from us.

Returns

Change of mind returns

Lura will gladly accept returns due to a change of mind as long as we receive a return request within 7 days of you receiving the item, and it is returned to us in its original packaging, unused and in resaleable condition. We do not accept returns of products that were not factory sealed, as there is no way to guarantee they have not been used.

Return shipping is at the customer's expense and you will need to arrange your own shipment.

To start a return, contact info@lura-shop.online with your order number, the name on the order and your shipping address.

Once returns are received and accepted, refunds are processed as store credit towards a future purchase. A 5% processing fee and any shipping and handling paid on the original order are deducted from the refund. We will notify you by email once this is done.

We will refund the value of the returned products, but we will NOT refund the value of the shipping and handling costs involved, nor the 5% processing fee.

If an item is received without tags, worn, altered, washed or damaged, the return will not be accepted.

Final sale items cannot be returned. They are final.

Want to exchange an item? If you need to exchange an item, we recommend placing a new order and sending the original order back as a return. Questions about an exchange? Please contact us: info@lura-shop.online.

Warranty returns

Lura will gladly accept any valid warranty claim, if an item has one stated beforehand, as long as the claim is submitted within 14 days of you receiving the items.

Customers must prepay return shipping; however, we will reimburse you if the warranty claim is successful.

Once the returned items for a warranty claim arrive at our premises, you can expect Lura to process your warranty claim within 14 days.

Once the warranty claim is confirmed, you will be given the option of: (a) a refund as store credit or (b) a replacement item sent to you (if stock is available).

Your order cancellation rights

You have the right to cancel your order at any time before it has shipped, without giving any reason for doing so.

To exercise your right of cancellation, you must inform us of your decision with a clear statement. You can let us know of your decision by:

Email: info@lura-shop.online

We will issue your refund as store credit no later than 7 days from the day we accept the cancellation or receive the returned Goods, less a cancellation fee of 5% of the order total.

Conditions for returns

In order for the Goods to be eligible for a return, please make sure that:

The return was requested within 7 days of you receiving the Goods, or within 14 days for a warranty claim.
The Goods are in the original packaging.
The Goods were not used.
The Goods are in resaleable condition, with tags, unused, unwashed, unaltered and undamaged.

The following Goods cannot be returned:

The supply of Goods made to your specifications or clearly personalised.
The supply of Goods which by their nature are not suitable to be returned, deteriorate rapidly or where the expiry date has passed.
The supply of Goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.
The supply of Goods which are, after delivery, according to their nature, inseparably mixed with other items.

We reserve the right to refuse returns of any merchandise that does not meet the above return conditions, at our sole discretion.

Returning goods

You are responsible for the cost and risk of returning the Goods to us. You must send the Goods to the following address:

Lura Shop5 calle 2 Pto RealCabo Rojo, PR 00623

We are not responsible for Goods damaged or lost during the return shipment. We therefore recommend an insured and trackable mail service. We cannot issue a refund without actually receiving the Goods or proof that the return was received.

Questions about a return?

If you have any questions about our refund and returns policy, get in touch and we'll get back to you shortly.