Refund policy
WHEN CAN I RETURN A PRODUCT?
We hope you love your LUA product(s) as much as we do. We can offer refunds if any of the below conditions are met:
- If the product is defective due to shipping damage, please do not accept the product upon delivery.
- You have the right to a replacement within three days of receiving your order if the product is defective due to manufacturing.
- Please note you are not entitled to a replacement if the request falls outside this three-day window.
- If a return is approved, your refund will be processed within 3 working days.
If you'd like to return a product, please refuse it upon delivery or contact us at hello@lua.com.eg within 24 hours of receiving your order.
WHEN ARE RETURNS NOT POSSIBLE?
- The return request is made outside the 3-day window for defective items.
- The product has been opened, used, or is not in its original, sealed condition. Because LUA products are hygiene items, we can only accept returns of unopened, sealed products.
- The product is missing its seal, cap liner, or tamper-evident packaging.
- Anything is missing from the package you received, including labels, original packaging, freebies, or accessories.
- Note: return shipping costs are non-refundable and are the customer's responsibility.
HOW DO I CANCEL MY ORDER?
- You can cancel your order online before it has shipped. Your full order amount will be refunded.
- If your order has shipped but not yet been delivered, you can still cancel it online. Your refund will be processed once we receive the returned item from the courier.
- Orders cannot be canceled once the item has been delivered.
To cancel an order, email us at hello@lua.com.eg.
I ENTERED THE WRONG ADDRESS. WHAT DO I DO?
Contact hello@lua.com.eg immediately. If your order hasn't been processed yet, we may be able to update the address for you. If your order becomes undeliverable or is returned to sender due to incorrect address details, your refund will be issued once we confirm the return with the courier. Shipping charges are non-refundable.
MY ORDER NEVER ARRIVED. WHAT DO I DO?
Contact hello@lua.com.eg and we'll file a claim on your behalf. This typically takes 5–10 business days to investigate with the courier.