Last updated: 31 May 2026.
30-Day Damage-Free Guarantee
If your Lustra arrives damaged, faulty, or it’s the wrong item, contact us within 30 days of delivery with your order number and a photo. We’ll send a free replacement or a full refund, and in most cases you won’t need to post anything back.
Changed your mind?
Because orders ship from our fulfilment centre, change-of-mind returns are handled case by case. Get in touch and we’ll do our best to help. If a return is agreed, items should be unused and in their original packaging, and the return shipping cost may be yours to cover.
EU and UK right of withdrawal
If you are a consumer in the EU or UK, you have the right to withdraw from your purchase within 14 days of receiving it, without giving a reason. To do so, tell us within that period using the contact details below. This statutory right applies in addition to the guarantee above.
How to start a claim
Email support@getlustra.store with your order number and, for damage or faults, a quick photo. We usually reply within one to two business days.
Refunds
Approved refunds are issued to your original payment method via Shopify Payments. Once processed, it typically takes 5 to 10 business days for the amount to appear, depending on your bank or card provider.
Your statutory rights
Nothing in this policy affects your mandatory legal rights as a consumer, including the legal guarantee of conformity.