Returns & Right of Withdrawal

Last updated: 19 October 2026

1. Fourteen-day withdrawal period

Consumers purchasing online generally have the right to withdraw from an eligible purchase without giving a reason within 14 days after the day the goods are delivered. To meet the deadline, send a clear withdrawal notice before the 14-day period expires.

2. How to request a return

Email hello@luflosoaps.shop with the order number, the products concerned and a clear statement that you wish to withdraw. We will provide return instructions and the appropriate return address. Goods should be sent back without undue delay and no later than 14 days after notifying us.

3. Condition of returned goods

You may inspect a product only as reasonably necessary to establish its nature, characteristics and functioning, as you could in a shop. You may be responsible for diminished value caused by handling beyond what is necessary. Return items securely with their packaging and included components where reasonably possible.

4. Return shipping costs

The customer pays the direct cost of returning an eligible unwanted product unless Lu.Flo agrees otherwise or the item is damaged, faulty or incorrect. Please use a trackable method, as the customer remains responsible for the parcel until it reaches the stated return address.

5. Refunds

We will reimburse eligible payments, including the cost of the least expensive standard delivery option offered for the order, within 14 days after being informed of the withdrawal. We may withhold reimbursement until the goods are received or the customer supplies evidence that they were sent back. Extra delivery costs resulting from a more expensive delivery choice are not refundable.

6. Exceptions

The right of withdrawal may not apply to goods made to the customer's specifications or clearly personalized goods. It may also not apply to sealed goods that are unsuitable for return for health-protection or hygiene reasons once unsealed. These exceptions do not remove rights relating to faulty, damaged or incorrectly supplied products.

7. Damaged, faulty or incorrect products

Contact us promptly with the order number, a description and clear photographs where helpful. Do not dispose of the product or packaging until we confirm the next step. Where the claim is valid, Lu.Flo will provide an appropriate remedy in accordance with applicable consumer law and cover necessary return costs.

8. Refund method

Refunds are normally made through the original payment method unless another method is expressly agreed and does not create additional cost for the customer.