Refund policy

Last updated: August 23, 2026

At LUGA, we want every order to arrive exactly as expected. If there is a problem with your purchase, contact us at info@myluga.com and we’ll help you find the right solution.

Returns

You can request a return within 14 days of receiving your order.

To qualify for a return, the item must be unworn, unwashed, unused, and in its original condition with any original tags attached.

Before returning an item, please email info@myluga.com with your order number and reason for the return. Once your request is approved, we’ll provide the return instructions and address.

Please do not send items back without contacting us first, as unauthorised returns may not be accepted.

Damaged or Incorrect Orders

If your item arrives damaged, defective, misprinted, or you receive the wrong product, please contact info@myluga.com as soon as possible, preferably within 7 days of delivery.

Include your order number, a short explanation of the issue, and clear photos or videos where applicable.

Once reviewed, we’ll arrange an appropriate solution, which may include a replacement or refund.

Return Shipping

For standard returns, customers are responsible for return shipping costs.

If the return is due to an incorrect, damaged, or defective item, LUGA will provide an appropriate solution for the return costs where applicable.

We recommend using a tracked delivery service when returning an order.

Refunds

Once we receive and inspect your return, we’ll let you know whether your refund has been approved.

Approved refunds will be returned to your original payment method. Your bank or payment provider may require additional time for the refund to appear in your account.

Original shipping charges are generally non-refundable unless the order was faulty, incorrect, or otherwise required by applicable law.

Items We Cannot Accept

We cannot normally accept returns for items that have been worn, washed, altered, stained, damaged after delivery, or returned outside the applicable return period.

Personalised or custom-made items and certain hygiene-sensitive products may also be non-returnable unless they are faulty or your applicable consumer rights provide otherwise.

Exchanges

Need another size? Contact us at info@myluga.com.

Exchanges are subject to stock availability. If your preferred item or size is unavailable, we may ask you to return the original item and place a new order.

Order Changes & Cancellations

If you need to change or cancel an order, email info@myluga.com as soon as possible.

We’ll do our best to help, but once an order has entered processing or has been shipped, we may no longer be able to change or cancel it.

Lost Packages

If you believe your parcel has been lost in transit, contact info@myluga.com with your order number and tracking information.

We’ll review the shipment and work with the delivery provider where necessary to find a resolution.

Contact Us

For any questions about returns, refunds, exchanges, or your order:

LUGA Customer Care
info@myluga.com

Please include your order number so we can assist you as quickly as possible.

Your statutory consumer rights are not affected by this policy.