Shipping & Returns

Date: January 1, 2025

Do you ship internationally?
No, we currently only ship within the EU. We're sorry for the inconvenience, and hope to expand our shipping options soon. 

Where do you ship from?
Our products are shipped from Poland and Spain. This means that orders placed from within the European Union are exempt from import taxes, duties, or fees. If you live outside of the European Union, your country may apply import fees that Lua does not cover.

How long does delivery take?
Delivery times depend on your location and the shipping method selected. While we provide estimated delivery times for guidance, these are not guaranteed. Orders are generally dispatched within 48 hours of purchase.

How can I track my order?
Once your order has been dispatched, you will receive an email with a tracking number and instructions on how to track your shipment.

What is your return policy?
Under EU law, you have the right to return your order within 14 calendar days from the day you receive your goods, without giving any reason. To initiate a return, please contact us at hello@yourlua.com with your order details.

How do I receive a refund for a returned item?
If you wish to return your purchase and it meets the return criteria listed in the terms and conditions, we will reimburse all payments received to the original payment method, including delivery costs (except for any additional costs if you selected a more expensive shipping option). Refunds will be processed once we have received the goods back.

How do I receive a refund for a returned item?
If your personal data is transferred outside the European Economic Area (EEA), we ensure that appropriate safeguards are in place to protect your data. These safeguards may include binding corporate rules, EU Standard Contractual Clauses, or transfers to countries that have been granted an adequacy decision by the European Commission.

What if my product is defective?
If your product is defective, you are entitled to a repair, replacement, or refund in accordance with EU law. Please contact us at hello@yourlua.com with details of the defect, and we will assist you in resolving the issue.

Can I cancel or change my order after it has been placed?
Once an order is placed, we begin processing it immediately. If you wish to cancel or make changes, please contact us as soon as possible at hello@yourlua.com. Note that we cannot guarantee changes once an order has been processed or shipped.

What warranty do your products come with?

Lua guarantees this product for a period of ONE (1) YEAR from the original date of purchase against defects in materials or workmanship. This warranty applies to functional components that impact the operation of the product. It does not cover normal wear and tear, cosmetic damage, or issues caused by improper use, accidents, or neglect. Any attempt to disassemble or modify the product or its accessories will void the warranty.

 

If a defect is identified and reported to Lua within the warranty period, Lua may, at its discretion, provide a replacement product at no charge. Warranty claims must include proof of purchase to confirm the claim falls within the warranty period. Retain your purchase receipt and these warranty terms for reference during the warranty period.

To initiate a warranty claim, please write us at hello@yourlua.com. Note that shipping costs are non-refundable.

 

This warranty is offered in addition to your statutory consumer rights and does not limit or affect those rights in any way.

 

What payment methods do you accept?

We accept the following payment methods: Credit cards. Payment must be made in full at the time of purchase.

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Are prices inclusive of VAT?

Yes, all prices displayed on our website include VAT where applicable.

Contact information
If you have any questions, please contact us at hello@yourlua.com.