Luzguru Returns and Exchanges Policy

Start Returns Online

To initiate a return, simply enter your email address and verification code to access your order history in the returns center found in the navigation menu. Select the order and items you wish to return or exchange, and follow the instructions. The return request is completed in 4 simple steps. Once approved, you will receive email notifications with shipping guidelines.

Which Items Are Eligible for Return?

You can request a return within 14 days of receiving the product, provided it is in resale condition, unused, in its original packaging, with all original components and tags. Defective products are also eligible for returns.

Non-Refundable Items and Exceptions

We do not accept returns for:

• Perishable, personalized, or made-to-order products.
• Personal care items, hazardous materials, flammable liquids, or gases.
• Gift cards and discounted products.

Right of Withdrawal

You have the right to withdraw from the purchase without justification within 14 days of receiving the product. The product must be returned in its original packaging, unused, and in perfect condition with all its components. Return shipping costs will be borne by the customer unless otherwise indicated by the company. To exercise this right, please notify us in writing at devoluciones@luzguru.com.

Refunds

• For Withdrawal: Refunds are processed within 14 days of receipt and verification of the product, minus shipping and return costs.
• For Defects or Shipping Errors: The total amount, including shipping costs, will be refunded, provided the return or shipment was handled by Luzguru.

Refund Processing Time

Once your return has been processed, you will receive an email notification. Refunds to the original payment method are processed within 1 to 3 business days, and immediately if you opt for store credit.

Conflict Resolution and Online Dispute Resolution (ODR) Platform

In accordance with Regulation (EU) No 524/2013, you can access the online dispute resolution platform to resolve disputes arising from electronic transactions via this link.

Contact for Claims

If you have any questions or complaints, you can write to us at info@luzguru.com or send correspondence to C/ Albacora 54, Algeciras, Cádiz, 11207, Spain.