How We Handle Returns with Care

Return Window

Hey there, friend! If you find yourself needing to return a product, I totally understand. Life happens, and sometimes things just don’t work out as planned. At Lustraya, we offer a 30-day return window from the date you receive your order. This gives you a little breathing room to make sure everything is just right. Just keep in mind that the product should be in its original packaging to ensure a smooth return process.

How to Initiate

Initiating a return is easy! Just send us an email at [email protected] with your order number and a brief description of what you’d like to return. I promise, it’s as simple as that. Once we receive your request, our team will guide you through the next steps. I always say, communication is key, so don’t hesitate to reach out if you have any questions along the way.

What’s Returnable

Now, let’s talk about what’s returnable. We want you to be completely satisfied with your purchase, so we accept returns on any unused and unopened products within that 30-day window. If you’ve tried a product and it’s just not for you, please reach out to us, and we’ll see what we can do. Unfortunately, opened items can’t be returned unless they arrived damaged or incorrect.

What’s Final Sale

Some items are final sale, and I want to be upfront about that. For hygiene reasons, certain products like air elixirs and diffusers cannot be returned once opened. We understand this can be a bummer, but we have to prioritize safety and quality. If you’re ever unsure about a product before purchasing, feel free to ask us for more details—we’re here for you!

Refund Method & Timeline

When it comes to refunds, I know waiting can be tough. Once we receive your return, we’ll process your refund within 5-7 business days. Refunds will be issued to the original payment method used during checkout. Just a heads-up: if you received free shipping on your order and it’s returned, the standard shipping cost will be deducted from your refund. It’s a small detail, but I want you to be aware.

Damaged or Wrong Items

If you receive a damaged or wrong item, I’m truly sorry about that! Please take a photo of the item and email it to us at [email protected]. We’ll work swiftly to rectify the situation, whether that means sending a replacement or processing a return. Your satisfaction means the world to us, and we want to make it right without any hassle.

Return Shipping

Return shipping is on you, unless your item was damaged or wrong. When you ship the item back, please make sure it’s packed securely to avoid any damage during transit. I recommend using a trackable shipping service, so you can keep an eye on your return. Remember, you’ll need to cover the cost of return shipping, but if you have any concerns, reach out—we’re always happy to help!