Returns & Refunds

Last updated: 31 May 2026

We want you to be happy with your order. If something isn't right, here's how returns and refunds work.

Our 30-Day Returns Policy

You have 30 days from the day your order arrives to request a return. To be eligible, the item must be unused, in its original condition, and in its original packaging where possible.

How to Start a Return

1. Email us at hello@lutuno.com with your order number and the reason for the return — or ask our store assistant to raise it for you.
2. We'll confirm whether your item qualifies and send return instructions.
3. Send the item back using the instructions provided. Return shipping costs are the customer's responsibility unless the item is faulty or incorrect.

Please don't send anything back before contacting us — returns received without prior approval may not be processed.

Refunds

Once we receive and inspect your returned item, we'll email you to confirm. Approved refunds are issued to your original payment method, typically within 5–10 business days of approval, depending on your bank or card provider.

Original shipping charges (if any) are non-refundable unless the item was faulty or sent in error.

Faulty, Damaged or Incorrect Items

If your item arrives faulty, damaged, or isn't what you ordered, please contact us within 30 days with a photo. We'll arrange a replacement or full refund — including return shipping — at no cost to you.

Order Cancellations

If you need to cancel, contact us as soon as possible. We can usually cancel an order before it has shipped. Once an order has shipped it follows the standard returns process above.

Your Statutory Rights

Nothing in this policy affects your statutory rights as a consumer, including your 14-day right of withdrawal and your rights under applicable EU/Irish consumer-protection law.

Questions?

Email hello@lutuno.com and we'll help you sort it out.