Refund policy

Can I Return My Order?

Yes, absolutely.

If you are not happy with your order, you can send it back within 30 days of receiving your item. We want every experience with Luista to feel right, and when it does not, we are here to make putting it right simple.

Your Legal Rights

Alongside our 30 day policy, you have rights under UK law that we cannot reduce:

Under the Consumer Contracts Regulations 2013, you have 14 days from receiving your order to cancel for any reason, and a further 14 days to return the goods. Where you cancel this way we refund the price of the goods plus the standard outbound delivery charge.
Under the Consumer Rights Act 2015, goods must be as described, of satisfactory quality and fit for purpose. If they are not, you may reject them for a full refund within 30 days, or ask for a repair or replacement for up to six months.

Return Eligibility Requirements

To be eligible for a return, items need to meet the following conditions:

The item should be in the same condition you received it, so unworn and unwashed, with all parts, components and original packaging
Ordinary handling is fine, including trying an item on for fit, but damage caused by improper use is not
Hygiene items such as underwear, swimwear and bodysuits must be unused with the hygiene seal intact
Personalised and made to order items cannot be returned

Returns showing clear signs of wear, use, alteration or damage beyond ordinary handling may receive a reduced refund. We will always contact you first and explain why before making that decision.

How to Return Your Order

Step 1. Contact Us

Send an email to info@luista.com and include:

Your order number
The reason for your return
In case of damage, a photo of the item
Your name and address

Step 2. Wait for Our Response

We review your request within 24 hours and send you the return address, a return authorisation number and any further instructions. Where the return is our fault, we include a prepaid returns label.

Step 3. Send Your Package

Post the parcel to the address we provide, with your return authorisation number inside. We recommend a tracked service, as we cannot refund parcels that never reach us.

Important: please do not send your parcel to the address printed on the original packaging.

Return Shipping and Fees

For returns due to a change of mind or an exchange request, you are responsible for return postage.

If the return is due to an error on our part, such as an incorrect item, a manufacturing fault or damage in transit, we cover return postage in full and send you a prepaid label. In those cases you may choose a replacement or a full refund. We will never ask you to accept a voucher or credit note instead of your money back.

There is no restocking fee on any return.

Damaged or Incorrect Items

Please inspect your order carefully on delivery. If your item arrives faulty, damaged or incorrect, whether that is the wrong size, colour or style, contact us at info@luista.com within 30 days of delivery so we can make it right.

Product Accuracy

Product images are for illustrative purposes. Colours may look different from the actual product because of studio lighting, photographic conditions and differences in screen settings.

A colour variation of this kind is not a manufacturing fault. It is, however, still covered by our 30 day return window and by your statutory right to cancel, so if the item is not what you pictured you can send it back for a refund.

Size and Item Exchange

If you would like to exchange your item for a different size or product, you are responsible for return postage. We cover the cost of sending the replacement out to you. Where the exchange is because we sent the wrong item or the item is faulty, both legs are on us.

Exchanges

The fastest way to receive a different item is to:

Request a return for the item you currently have
Place a new order for your preferred item once your return is approved

This means you receive your new item as quickly as possible without waiting for the return process to complete.

Refund Processing

Once your return has been received and inspected, your refund is processed within 5 working days. Your bank or card issuer then takes a further 3 to 10 working days to post the funds to your account.

Refunds are issued via the original payment method, as payment providers only allow refunds along the original payment path. Outbound delivery charges are refunded where you cancel within the statutory 14 day period or where the item was faulty or significantly different from its description.

If more than 14 working days have passed since your refund was confirmed and nothing has arrived, please contact us at info@luista.com

Cancellations

You may cancel your order free of charge at any point before it has been dispatched. To cancel, please contact us at info@luista.com as soon as possible with your order number and the subject line CANCEL ORDER.

Because we use an automated fulfilment system, orders move to packing quickly, so the sooner you tell us the better. If cancellation is no longer possible, please wait to receive your item and return it under the terms above.

Orders Already in Transit

Once an order has been dispatched, cancellation is no longer possible. You can refuse the delivery at the door, or wait to receive your item and contact us to start a return.

Incorrect Address Details

It is the customer's responsibility to provide accurate delivery information at the time of ordering. We cannot accept liability for delayed or undelivered parcels resulting from incorrect address details.

If delivery is not possible because of an incorrect address, any shipping costs incurred are deducted from the refund amount. If you would like the order reshipped after correcting the address, the additional shipping cost is your responsibility.

Uncollected or Refused Packages

If a delivery is not collected from the depot or collection point, or is refused at the door, the parcel is automatically returned to us. In those cases the return carriage we are charged is deducted from the refund amount.

Complaints

If you are unhappy with how we have handled a return, email us with the subject line COMPLAINT and we will respond within 5 working days. You can also seek free independent advice from Citizens Advice on 0808 223 1133 or at citizensadvice.org.uk.

Summary

Return window: 30 days from date of receipt
Statutory cancellation right: 14 days to cancel, then 14 days to return
Return postage if you change your mind: Paid by you
Return postage if the item is faulty or incorrect: Paid by us
Restocking fee: None
Processing time: Refund within 5 working days after inspection, then 3 to 10 working days to reach your bank
Refund method: Original payment method only
Exceptions: Personalised items and opened hygiene products cannot be returned
Cancellation window: Any time before dispatch

Governing Law

This return policy is governed by the law of England and Wales and by applicable United Kingdom consumer protection legislation, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. Nothing in this policy affects your statutory rights.

Contact

If you have any questions about your return or order, please do not hesitate to reach out. We are happy to help.

Store Name: Luista
Company Name: Lunbury LTD
Company Number: 16936968
Warehouse Address: Thurlestone Avenue, Ilford, Essex, IG3, United Kingdom
Company Address: 128 City Road, London, Greater London, EC1V 2NX, United Kingdom
Email: info@luista.com
Phone: +44 7520 680637