Returns & Exchanges

1. Return Window

You have 30 days from delivery to request a return — longer than the UK legal minimum. Returns requested after 30 days will not be accepted unless the item is faulty.

2. Eligibility Conditions

• Unworn, unwashed, free from stains, odours, or marks
• All original tags, labels, and hygiene strips (where applicable) still attached
• Original packaging included (dust bags, boxes, hangars)
• Proof of purchase (order number or receipt)

3. Non-Returnable Items

• Underwear, lingerie, bras, panties
• Swimwear and bikinis (unless protective liner is intact)
• Earrings and pierced jewellery
• Face masks and personal protective items
• Gift cards and e-vouchers
• Final Sale items (clearly marked "Final Sale" at checkout)
• Items damaged by customer misuse or improper care
• Items that have been altered or tailored outside our service

4. How to Initiate a Return

5. Return Shipping Costs

Return shipping costs are the responsibility of the customer unless the return is due to our error (wrong item shipped, defective product). We recommend purchasing shipping insurance, as Lusentia is not responsible for items lost during return transit.

UK returns: Royal Mail 2nd Class Signed For typically costs £2.99–£4.50.
International returns: Return shipping costs vary by country and carrier. We recommend using a tracked service.

6. Refund Process

6.1 Inspection Timeline

Once we receive your return, please allow 3–5 business days for our team to inspect the item(s).

6.2 Refund Approval

If approved, your refund will be processed to the original payment method within 5–7 business days. Depending on your bank or card issuer, it may take additional time for the refund to appear.

6.3 Partial Refunds

A partial refund may be issued if: items show signs of wear, missing tags, or are returned after the 30-day window (at our discretion).

6.4 Refund Amount

You will be refunded the full purchase price of the item(s). Original shipping charges are non-refundable unless the return is due to our error.

7. Free Shipping Deduction on Returns

If you received free shipping on your order (£70 / €80 threshold) and your return brings the order value below the threshold, the original standard shipping cost of €4.50 will be deducted from your refund.

8. Exchanges

For the fastest service, we recommend returning the unwanted item for a refund and placing a new order for the desired item. This ensures you receive the correct size or colour as quickly as possible. Direct exchanges are subject to stock availability — contact us to inquire.

9. Faulty or Damaged Items

10. UK Consumer Rights (Consumer Contracts Regulations 2013)

Under UK law, you have the right to cancel your order within 14 days of receiving your goods without giving any reason. This right applies in addition to our 30-day returns policy. To exercise your right to cancel, you must inform us in writing within 14 days of delivery.

11. International Returns

• Return shipping costs can be significant; please consider your purchase carefully
• Customs duties and taxes paid are non-refundable by Lusentia
• We are not responsible for packages held in customs during the return process
• Please mark your return package as "Returned Goods" on customs forms to avoid additional charges

12. Refund Timeline Summary

• Return shipped by customer: varies by location
• Transit to our facility: 2–5 business days (UK), 7–14 days (international)
• Inspection at Lusentia: 3–5 business days
• Refund processing: 5–7 business days
• Total estimated time from return shipment to refund: 15–25 days

13. Return Fraud & Abuse Policy

We reserve the right to refuse returns or block customers who abuse our return policy, including but not limited to: returning heavily worn items, swapping tags, excessive return rates (>50% of orders), or returning items not purchased from Lusentia.

14. Christmas & Holiday Returns

For orders placed between November 1st and December 24th, we extend our return window to January 15th. This applies to gifts as well — just include the order number or gift receipt.

15. Returns Without Original Packaging

Items returned without original packaging (dust bags, boxes, or hangars) may be subject to a restocking fee of up to 10% of the item price.

16. Multiple Items in One Return

You may combine multiple items from a single order in one return package. Please list all items clearly in your return request email.

17. Proof of Postage – Essential

Always keep your proof of postage and tracking number until your refund has been processed. Lusentia cannot process refunds for returns that are lost without proof of postage.

18. Returns Address (Do not send without RA number)

All returns must be sent to the address provided in your RA email. Returns sent without an RA number or to the wrong address may experience significant delays or be refused.

19. Restocking Fee

We do not charge restocking fees for standard returns. However, for bulk returns (5+ items in a single order), a 5% restocking fee may apply.

20. Final Sale Items – No Exceptions

Items marked "Final Sale" cannot be returned or exchanged for any reason, including size changes. Please check size guides carefully before purchasing final sale items.

21. Return Shipping Reimbursement (Faulty Only)

For faulty items, we will reimburse your return shipping costs up to £5 (UK) or €10 (international). Proof of postage is required.

22. Contact Our Returns Team

📧 wyyz3767@outlook.com (please include "RETURN" in the subject line)
📞 01524 409360
📍 14 MELTON WAY, SHREWSBURY, SY3 6DW, United Kingdom