RETURN & REFUND POLICY
Effective Date: May 3, 2025
At Luratex, we want you to be completely satisfied with every purchase. We’ve built a simple, fair, and transparent return process. Please read the following carefully before initiating a return.
1. Return Window
You may request a return within 7 calendar days of receiving your order. Requests made after this period will not be accepted, except in cases involving defective or damaged products (see Section 4).
2. Conditions for Return
To be eligible for a return, your item must meet all of the following conditions:
- The item is in its original, unused condition
- The item is in its original packaging with all accessories, manuals, and tags intact
- You have proof of purchase (order confirmation or order number)
- The item has not been opened — for sealed products such as hygiene items or consumables
3. Non-Returnable Items
The following items cannot be returned or exchanged under any circumstances:
- Perishable goods (food, beverages)
- Digital products, software licenses, or downloaded content
- Personal care items once opened (e.g., earphones, hygiene products)
- Items marked as Final Sale or Non-Returnable on the product page
- Items that have been used, damaged by the customer, or are missing original packaging
- Custom or personalized orders
4. Defective, Damaged, or Wrong Items
If you receive an item that is defective, damaged during delivery, or different from what you ordered, please contact us within 48 hours of delivery and provide:
- Your order number
- Clear photos or a short video showing the issue
- A brief description of the problem
We will arrange a free pickup and either replace the item or issue a full refund — your choice.
5. How to Request a Return
- Contact us via WhatsApp or email at info@luratex.com with your order number and reason for return.
- Our team will review your request within 1–2 business days and confirm eligibility.
- If approved, we will coordinate pickup through our delivery partner. Pickup is free for defective or wrong items; for change-of-mind returns, a delivery fee applies.
- Once we receive and inspect the item, we will process your refund or exchange.
6. Return Shipping Costs
- Defective, damaged, or wrong items: Luratex covers all return shipping costs.
- Change-of-mind returns: The customer is responsible for the return delivery fee, which will be deducted from the refund amount.
7. Refund Method & Timeline
Once we receive and inspect the returned item, we will notify you of the approval status. Approved refunds are processed as follows:
- Cash on Delivery (COD) orders: Bank transfer within 5–7 business days
- Card or online payments: Refund to the original payment method within 7–14 business days, depending on your bank
- Store credit: Available immediately upon approval if you prefer this option
Note: Original delivery fees are non-refundable for change-of-mind returns.
8. Exchange Policy
If you would like to exchange an item for a different size, color, or variant — subject to availability — follow the same return request process and specify your preferred replacement. Exchanges are processed after we receive and inspect the original item.
9. Pre-Orders & Out-of-Stock Items
If an item you ordered becomes unavailable after payment is made, we will notify you promptly and offer a full refund or an alternative product. We will never hold your payment without a clear resolution.
10. Drop-Shipped & Supplier-Fulfilled Products
Some products on Luratex are sourced directly from suppliers and shipped to you from their location. For these items, return eligibility and timelines may differ slightly and will be stated on the product page. In all cases, Luratex is your single point of contact — we will manage the return process on your behalf and ensure your rights are protected.
11. Contact Us
Have a question or need help with a return? We’re here for you.
- WhatsApp: +971588800473
- Email: info@luratex.com
- Response time: within 24 hours on business days (Sunday–Thursday)
Last updated: May 3, 2025
