RETURN & REFUND POLICY

At Luano Home, we take pride in delivering beautiful, quality lighting and home décor that transforms your space. We understand that sometimes a purchase may not be the perfect fit, and we are committed to making the return and refund process as straightforward as possible.

1. Return Eligibility

We accept return requests under the following conditions:

• Items must be returned within 30 days of the delivery date.
• Products must be unused, undamaged, and in their original condition.
• Items must be returned in their original packaging, including all accessories, components, hardware, and documentation.
• Proof of purchase (order number or order confirmation email) is required for all returns.

Non-Returnable Items

The following items are not eligible for return:

• Items that have been installed, used, or altered in any way.
• Products with missing original packaging, tags, or components.
• Custom-made, special-order, or personalised items.
• Items marked as Final Sale or Non-Returnable at time of purchase.
• Gift cards.

 

2. How to Request a Return

To initiate a return, please follow the steps below:

1. Submit a Return Request: Contact our customer service team at hello@luanohome.com or via the Contact Us page on our website. Please include your order number, the item(s) you wish to return, and the reason for the return.
2. Receive Return Authorisation (RA): Our team will review your request and, if approved, issue a Return Authorisation (RA) number along with the designated return shipping address. Please note that return requests without a valid RA number will not be accepted.
3. Pack Your Item: Carefully repack the item in its original packaging. Clearly write or print your RA number on the outside of the parcel.
4. Ship the Item: Send the package to the address provided in your RA confirmation. Return shipping costs are the responsibility of the customer. We recommend using a tracked and insured shipping service, as Luano Home is not liable for items lost or damaged in transit.

 

3. Return Shipping Costs

Unless the return is due to our error (e.g., wrong item shipped, manufacturer defect, or item damaged on arrival), return shipping costs are borne entirely by the customer. We are unable to reimburse shipping charges paid for the original order.

If your item arrived damaged or faulty, please contact us within 48 hours of delivery with photographic evidence and we will arrange a suitable resolution at no cost to you.

 

4. Inspection & Refund Processing

Once your returned item is received at our warehouse, it will be inspected within 3–5 business days. You will be notified by email of the outcome of the inspection.

Approved Returns

If your return is approved, a refund will be issued to your original payment method within 5–10 business days of approval. Please note that your bank or payment provider may require additional time to process and post the refund.

Rejected Returns

If the returned item does not meet our return conditions (e.g., item shows signs of use, damage, or is missing original packaging), we will notify you by email. In such cases, the item will be sent back to you and no refund will be issued.

5. Exchanges

We do not offer direct exchanges. If you would like a different product, please return your original item following the process above and place a new order on our website once your refund has been processed.

6. Damaged or Faulty Items

If you receive an item that is damaged, defective, or incorrect, please contact us within 48 hours of delivery at hello@luanohome.com and include:

• Your order number.
• A description of the issue.
• Clear photographs of the damage or defect and the packaging.

We will assess the situation and offer a replacement, store credit, or full refund as appropriate. Return shipping for faulty or incorrectly sent items will be covered by Luano Home.

7. Order Cancellations

Orders may be cancelled free of charge within 24 hours of being placed, provided the order has not yet been dispatched. To cancel, please contact us immediately at hello@luanohome.com with your order number.

Once an order has been dispatched, it cannot be cancelled and must be processed as a return upon delivery.

8. Contact Us

If you have any questions about our Return & Refund Policy, our team is here to help:

Email: hello@luanohome.com

Website: www.luanohome.com

Response Time: We aim to respond to all enquiries within 1–2 business days.

Luano Home  ·  Last updated: March 2026  ·  www.luanohome.com