Refund policy
Is it possible to return my order?
Yes, it is possible.
If you are not satisfied with the items you ordered, you have the option to return them within 30 days of receipt.
For the return to be accepted, the order must meet the following conditions:
- The order must include all original parts, components, and packaging in the same condition as when the product was delivered.
- Only normal handling of the product is permitted; damage caused by negligent handling is excluded.
- Products for which hygiene is essential must be properly cleaned before initiating the return process.
- The product must have been inspected immediately upon receipt.
Return shipping costs
If the return is caused by the consumer (e.g., change of mind, incorrect size, etc.), the customer will be responsible for the return shipping costs. The specific cost will depend on the courier chosen by the customer.
If the return is due to an error on our part (e.g., damaged, defective, or incorrect product), the customer will not have to bear the return shipping costs.
Once we have received and verified the returned product, the refund will be issued to the original payment method within a maximum of 14 days.
We reserve the right to refuse returns if we suspect that the items have been used or damaged without this being our responsibility.
How can I return my order?
If your order meets the above conditions, you must follow these steps:
Send an email to: info@Lucetra.com
Include the following information:
- Order number
- Reason for return
- Photo of the product in case of damage or defect
- Customer’s full name
- Customer’s address
We will then contact you and provide you with the return address.
Important: Never send the return to the sender’s address. We will provide the correct address after your request.
Right of withdrawal
The consumer has the right of withdrawal in accordance with applicable regulations, provided they are a natural person acting for purposes unrelated to their trade, business, or profession.
Cancellation conditions
The withdrawal period is 14 days from the day on which you, or a third party designated by you, received the goods.
As we operate with an automated system, orders are processed immediately. Therefore, it is not possible to cancel an order once it has been processed or to receive a refund before the goods are received.
To exercise your right of withdrawal, you must notify us of your decision by means of a clear statement (e.g., by email).
Withdrawal will be considered complete once we have received the returned goods.
Return costs will be borne by the buyer, except in cases where the return is due to an error on our part (defective, damaged, or incorrect product).
Goods in transit
Our products are shipped from Asia, so transit times may be longer and are beyond our control.
If the goods are already in transit, cancellation is not possible.
Please wait until you receive them and then initiate the return process.
To speed up the process, we recommend sending us proof of return shipment.
Consequences of withdrawal
If you withdraw from the contract, we will reimburse all payments received, excluding the initial delivery costs, without undue delay and in any case within 14 days from the receipt of the returned goods.
The refund will be made using the same payment method used in the original transaction, unless expressly agreed otherwise. No additional fees will be charged for this refund.