Refund policy
Return and refund policy
At Lusomart, we are committed to ensuring customer satisfaction. If you are not completely satisfied with your purchase, you can return it under the following conditions.
Returns
You can return most new, unopened items within 14 days of delivery for a full refund.
All returns must be in their original condition and include all original packaging and labels.
Process for Returns:
- To initiate a return, please complete the return form available here, and contact our customer service team at support@lusomart.com or via our contact form for instructions.
- The return address may vary depending on the product, so it is important to contact customer service to obtain the correct return address.
Exclusions
Certain types of items cannot be returned, including:
- Personalised or perishable products.
- Digital downloads and licence codes.
- Products returned more than 14 days after delivery.
- Items that are not in their original condition, are damaged or missing parts for reasons beyond our control.
Refunds
Refunds will be issued to the original payment method once we have received and processed the returned item. There is no restocking fee. We aim to process refunds within 5 working days of receiving the item, but this may vary due to processing times at your bank or payment provider.
Specific return procedures for different circumstances:
- Exchanges: Please contact our customer service team for assistance with exchanging an item.
- Change of mind: You can return unopened products in their original condition within 14 days and receive a full refund. Please follow the standard return procedure.
- Faulty items: If you receive a defective product, please contact customer service immediately to arrange for a return or exchange.
- Damaged goods: Please report damaged items to our customer service team immediately for instructions on how to proceed.
- Wrong product received: If the wrong product has been delivered, please fill out the returns form and contact customer service to have it corrected.
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Product Not Arrived: If your order has not arrived within the expected delivery time, please contact our customer service.
- Cancellation: You can cancel your order within 24 hours of placing it by contacting customer service. If the order has already been shipped, it must be returned according to the standard return procedure.
Shipping costs
The customer is responsible for paying the shipping costs for returning an item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Legal Compliance
This policy is in accordance with UK consumer law, including the Consumer Rights Act 2015. Please refer to our Terms of Service, Privacy Policy for more information.
Company Information
Email address: support@lusomart.com
Phone number :+447352277481
Company name: Lusomart
Chamber of Commerce Number: 16083947
Address: 26 Whitefriars Avenue, Harrow HA3 5RN, United Kingdom
Customer Service Opening Hours:
Monday to Friday: 09:00-17:00
We aim to respond within 1 business day.