Return and Refund Policy

At Lurovate, we want your experience with our decorative items and artworks to be as clear as possible. Our policies are built to align with the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

This document outlines how we handle returns and refunds for our UK-based audience.

The 30-Day Return Period

We provide a 30-day return policy that begins from the day your order is delivered to your doorstep. This period allows you to inspect your artwork and ensure it arrives in the condition you expected. To be eligible for a return under this policy, the item must be in the same condition that you received it.

Damaged or Incorrect Items

If your item arrives damaged or if we have sent the incorrect product, we take full responsibility for the resolution. Please notify us immediately by emailing support@lurovate.com.

• Collection: We will arrange for a courier to pick up the item from your address. This service is provided at no cost to you.
• Inspection: Once the item is returned to our facility, our team will conduct an inspection within 24 hours.
• Resolution: Following the inspection, we will arrange for a replacement to be sent out. If a replacement is not available or the item is beyond repair, we will proceed with a full refund.

Change of Mind

Under UK law, online shoppers generally have a 14-day cooling-off period. However, we encourage our customers to be entirely certain before completing a purchase.

As we operate on a Cash on Delivery (COD) basis and provide high-quality imagery and descriptions, we do not entertain returns, exchanges, or refunds due to a change of mind. We ask that you only place an order if you are fully committed to the purchase.

Refund Process and Timelines

Because Lurovate operates exclusively through Cash on Delivery, we do not hold any electronic payment details for our customers. In the event that a refund is authorised, which takes 24 hours from placing a request, following our inspection:

1. We will contact you via email to request your bank details.
2. We will initiate a refund via bank transfer within 24 hours of receiving your bank details.
3. Once processed, it typically takes 5 to 6 business days for the amount to reflect in your account, depending on your banking provider’s internal cycles.

Restocking and Additional Fees

Transparency is a core value of our brand. Therefore, we do not charge any fees for restocking returned items. There are no hidden deductions from your refund; if a refund is granted, it will be for the full amount paid at the time of delivery.

How to Initiate a Return

To start a return for a damaged or incorrect item, please follow these steps:

• Send an email to support@lurovate.com with your order details and a description of the issue.
• Attach clear photographs of the damage or the incorrect item received.
• Our support team, available Monday to Friday from 9:00 AM to 5:00 PM GMT, will review your request and provide further instructions.

Statutory Rights

Nothing in this policy affects your statutory rights as a consumer in the United Kingdom. We are committed to ensuring that our decorative items and artworks meet the legal standards of being as described, fit for purpose, and of satisfactory quality as defined by the Consumer Rights Act 2015.

Company Name: Lurovate

Email: support@lurovate.com

Working Hours: 9:00 AM to 5:00 PM, Monday to Friday, GMT