At Luci, your satisfaction is our top priority. We work with trusted suppliers to ensure the quality of our products and strive to provide exceptional customer service in every interaction. This Returns & Exchanges Policy outlines the terms, timeframes and procedures to follow if you wish to return or exchange an item.
Returns or exchanges will only be accepted if the following conditions are met:
The request is submitted within the timeframes stated below
The item is in original, unused condition, with all original packaging and accessories
The item includes the original receipt or invoice
The product is returned in the same box in which it was shipped, properly protected
Please submit your request by email to support@hiluci.com. Our team will respond within 1–2 business days and provide a mandatory return form to be completed.
Once approved, a pre-paid return label will be issued. This label is valid for 6 calendar days. If the item is not sent within this period, the return or exchange request will be cancelled.
1. Change of mind (Right to Cancel)
You may return your item within 14 calendar days of receiving your order, in accordance with UK consumer rights. The item must meet all eligibility criteria stated above.
2. Damaged items on arrival
If your item arrives damaged, please refuse delivery or contact us within 7 working days of receiving the product. Include clear photos of the damaged item and shipping label.
3. Incorrect item received
If you receive an incorrect product, contact us within 7 calendar days of receipt, providing your order number and photos of the item received.
Once your return has been received and inspected, you will be notified by email. Processing may take up to 10 business days. If approved, your refund will be issued using your selected method.
Store Credit: Receive a voucher for future purchases
Card Refund: Available for credit/debit card payments. Processing time depends on your bank (usually 1–2 billing cycles)
Shipping issues: In cases of loss, out-of-stock items or carrier errors, refunds are processed within 5 business days
Chargebacks: If a chargeback is filed and the item has already been delivered, we may request the product to be returned. Failure to do so may be considered a breach of these terms.
Colour and model selection are the customer’s responsibility at the time of purchase
All return requests must be sent to support@luci.com with the subject: “RETURN OR EXCHANGE”
Please include your order number, reason for return, and supporting photos/videos where applicable
