Refund policy

Overview

This Return & Refund Policy applies to all purchases made through the website operated by Lukavera Home.

Our goal is to ensure that every customer feels confident and satisfied when shopping with us. If something is not right with your order, we offer a clear and fair return process.

This policy does not affect your statutory rights under applicable consumer protection laws.

Your Right to Cancel (UK Customers)

As a customer in the United Kingdom, you have the right to cancel your order under the Consumer Contracts Regulations 2013.

You have the right to cancel your order within 14 days of receiving your item(s)without providing any reason.

To exercise your right to cancel, you must notify us within this period by contacting:

support@lukavera.com

Return Window

In addition to your statutory rights, we offer an extended return period.

Customers located in the United Kingdom may return products within 30 days of delivery.

To qualify for a return, the product must:

• Be unused
• Be in original condition
• Be returned in the original packaging
• Include proof of purchase (order confirmation or receipt)

How to Request a Return

To start a return, please contact our customer support team:

support@lukavera.com

Please include:

• Your order number
• A description of the reason for the return
• Photos if the item is defective or damaged

Once your request is reviewed (within 1–2 business days), we will provide return instructions and the return address.

Important:
Do not send items back without prior approval. Unauthorised returns may not be accepted.

We strongly recommend using a tracked shipping service, as we cannot be responsible for items lost in transit during return shipping.

Return Costs

Defective or Incorrect Products

If the item you received is:

• Defective
• Damaged during shipping
• Incorrect

Lukavera Home will cover the return shipping cost and offer either:

• A replacement
• Or a full refund

Change of Mind

If you wish to return a product due to:

• Change of mind
• Incorrect item ordered
• Personal preference

The customer is responsible for return shipping costs.

Items must be unused and in original packaging.

Damaged or Faulty Items

If your item arrives damaged or defective, please contact us within 48 hours of delivery.

Include:

• Your order number
• A description of the issue
• Clear photos of the item and packaging

Once verified, we will offer:

• A replacement product
• Or a full refund

Incorrect Product Received

If you receive the wrong product, please contact us within 48 hours of delivery.

We will arrange the return and ensure the correct item is sent at no additional cost.

Non-Delivery

If your order has not arrived within 3 days after the estimated delivery timeframe, please contact us and we will investigate with the carrier.

Order Cancellation

Orders can be cancelled before they are shipped.

If the order has already been dispatched, the return procedure must be followed after delivery.

Exchanges

We do not offer direct exchanges at this time.

If you would like a different item, please return your original order for a refund and place a new order.

Refund Processing

Once we receive and inspect your returned product, you will receive a confirmation email.

Refunds are processed within 7–10 business days and will be issued to the original payment method.

Please note that your bank or payment provider may require additional time to complete the transaction.

Partial Refunds

Partial refunds may be issued if:

• The item is returned in a condition that is not original
• Packaging or components are missing

Non-Refundable Items

The following items cannot be returned:

• Personalized or custom-made products
• Used items
• Items damaged due to improper handling
• Items returned without original packaging

Restocking Fees

Lukavera Home does not charge any restocking fees for approved returns.

Shipping Carriers

Orders within the United Kingdom are delivered using trusted partners such as:

• Evri
• Royal Mail

Contact Information

Trade Name: Lukavera Home

Address:
Underlund 101, 305 77 Getinge, Sweden

Email: support@lukavera.com

Number: +46 70-910 70 65

Customer Service Hours:
Monday – Friday
09:00 – 17:00 (GMT+01:00, Stockholm)