Refund policy

We want you to be completely satisfied with your purchase. If you're not, here's how our return, refund, and exchange process works.

Key details:

  • Return period: 30 days from the delivery date
  • Restocking fees: None
  • Refund time: 3 days
  • Return shipping costs: Paid by the customer

Return window
You have 30 days from the delivery date to return your items. To start the return process, contact us at info@luyora.com. Please make sure the items are unused, unworn, and still in their original packaging with all tags attached. Returns are not accepted if more than 30 days have passed since the delivery date.

Return procedure

  • Contact us first: Email info@luyora.com with your order details and the reason for the return. Items returned without prior approval will not be accepted.
  • Follow the instructions: Once your return request is approved, you will receive instructions on how to return the item.
  • Pack it well: Make sure the product is well packaged to avoid damage in transit.
  • Return shipping costs: Return shipping costs are paid by the customer.

Refunds
After we receive your returned package, we will inspect it. Once approved, the refund will be processed to your original payment method. This process can take up to 3 days. We do not charge restocking fees.

Exchanges
Changed your mind and want a different item? No problem! Contact us at info@luyora.com with the details of the product you'd like to exchange, and we'll guide you through the process.

Cancellations
If you wish to cancel your order, please contact us as soon as possible at info@luyora.com. Please note that we cannot guarantee cancellation once the order has been processed.

Damaged or incorrect items
If you receive damaged or incorrect items, we're here to help! Take a photo of the issue and email it to us at info@luyora.com. We'll make sure to resolve the issue and send you the correct item or a replacement.

For more detailed information, please see our Terms and Conditions of Service.

Business Information

Luyora is operated by HERO E-commerce, a company based in the United Kingdom.

Company number: 12903248

DUNS: 231115967

VAT: GB 241 2933 65

Address:
88 Clivey, Dilton Marsh
BA13 4BA Westbury
Wiltshire, United Kingdom

Email: info@luyora.com

Customer service hours:
Monday to Friday: 8:00 AM – 5:00 PM
Saturday and Sunday: 9:00 AM – 4:00 PM

We aim to respond to all enquiries within 12 hours.