Lua must be informed by email or phone within 7 days of receipt of your order of any damages or discrepancy in quantities received. Without such notification, it will be considered that your delivery has been accepted as shipped and invoiced and any liability of Lua will cease.
Where a claim of damage has been reported, we ask that you send a photo of the item in the first instance with a brief description of the problem. Generally we ask that you then return the products to us by 2nd class standard post in their original packaging within 28 days of notifying us. Please retain a proof of postage slip from the Post Office. We generally refund reasonable return postage charges (but not signed/tracked postage costs).
Our postal address is:
Unit 3, Maricott Court
Holywell Business Park
Subject to the above, we will make good shortages reported if agreed. Alternatively, your account will be credited for the shortfall.
If agreed and, on receipt of the damaged item(s), we will replace any goods that are damaged/defective, if in stock. Alternatively, your account will be credited for the amount paid for the goods in question.
Goods cannot be exchanged without valid reason, as described above. Goods returned after 28 days of receipt which are not deemed to adhere to the above conditions carry a 15% re-stocking fee.