Cancellation Policy & Returns
Last updated: 2 July 2026
Page title: Cancellation Policy & Returns · Shopify slug: refund-policy
Right of Withdrawal
You have the right, as a consumer, to withdraw from this contract within fourteen days without giving any reason.
The fourteen-day withdrawal period starts on the day on which you, or a third party of your choice other than the carrier, take actual possession of the goods.
To exercise this right, you must inform us by means of a clear statement — for example, by email or letter — sent to:
LUREXO
Email: contact@lurexo.com
Website: lurexo.com
Your communication must clearly express your decision to withdraw from the contract. You may optionally make use of the model withdrawal form set out below — there is no obligation to do so.
The withdrawal deadline is met provided your notice is sent before the fourteen-day period has elapsed.
Effects of Withdrawal
Upon a valid withdrawal, we will refund all sums received from you — including standard delivery charges (but not any extra costs arising from a non-standard delivery method chosen by you) — without undue delay and no later than fourteen days from receipt of your withdrawal notice.
Unless expressly agreed otherwise, repayment will be made using the same payment method as the original transaction. You will not incur any fee as a result of the reimbursement.
We may withhold repayment until we have received the goods back or until you have supplied proof of return — whichever is earlier.
You must return the goods to us without undue delay and in any case within fourteen days of your withdrawal notice. Dispatching the goods before this deadline expires is sufficient.
You bear the direct cost of returning the goods.
You are liable only for any reduction in value arising from handling that exceeds what is necessary to assess the nature, properties and functioning of the goods.
Exclusions from the Right of Withdrawal
The right of withdrawal does not apply to contracts for the supply of:
- Goods that are not prefabricated and are produced on the basis of an individual choice or decision of the consumer, or which are clearly customised to meet personal needs;
- Goods liable to deteriorate or expire quickly;
- Sealed goods unsuitable for return on grounds of health or hygiene once the seal has been broken after delivery;
- Goods which, after delivery, become inseparably mixed with other items by their very nature;
- Sealed audio or video recordings or sealed computer software where the packaging seal has been opened after delivery.
Model Withdrawal Form
To withdraw from your contract, you may complete and send the following form.
To LUREXO
Email: contact@lurexo.com
I/we (*) hereby give notice that I/we (*) withdraw from my/our (*) contract of sale for the goods listed below (*) / for the provision of the following service (*):
Ordered on (*) / received on (*): ___________________
Name of consumer(s): ________________________
Address of consumer(s): ____________________
Signature of consumer(s) (only if this notice is submitted on paper): _______________
Date: __________________
(*) Delete as applicable.
Return Process — Step by Step
- Email contact@lurexo.com with your order number and the reason for your return.
- We will confirm receipt of your request and send you the return address.
- Pack the goods carefully — original packaging is recommended where available.
- Send the parcel back to us within fourteen days of giving your withdrawal notice.
- After we receive and inspect the returned goods, a refund of the purchase amount will be issued within fourteen days.
Refunds
All refunds are issued via the same payment method used for the original transaction. Please note that your bank or payment provider may take between five and ten working days to credit the amount to your account.
Goods Arriving Damaged or Faulty
Should your order arrive in a damaged or defective condition, please notify us within seven days of delivery at contact@lurexo.com. Attach clear photographs of the fault together with your order number. In all such circumstances we will arrange return collection at no charge and offer your choice of a replacement or a full refund.