Return & Exchange Policy
Customer satisfaction is our priority at Lureva, and we strive to provide a clear and convenient shopping experience before and after your order.
Return & Exchange Policy
At Lureva, we carefully review and prepare orders before shipping. If you wish to exchange or return a product, please review the following conditions.
Return & Exchange Period
- A return or exchange request can be submitted within 7 days from the date the order is received.
- The product must be unused, unopened, and untested.
- The product must be in its original condition with all packaging and accessories.
- The product must not have been damaged due to misuse or improper storage.
- The order number or proof of purchase must be provided.
Non-Returnable Products
For health and safety reasons, personal care products cannot be exchanged or returned after they have been opened or used, unless the product arrives damaged or different from the item ordered.
- Used or opened products.
- Products damaged after delivery due to misuse.
- Products without their original packaging or accessories.
- Products included in special offers where the offer clearly states that returns are not accepted.
Damaged or Incorrect Product
If you receive a damaged product or an item different from your order, please contact us immediately and provide the following information:
- Order number.
- A clear photo of the product.
- A photo of the outer packaging.
- A brief description of the issue.
The Lureva team will review the case and provide the appropriate solution, either through an exchange or a refund, depending on the condition of the order.
Submit a Return or Exchange Request
Please contact us via WhatsApp and include your order number and the reason for your return or exchange request.
Contact via WhatsAppShipping Fees for Returns & Exchanges
- If the return or exchange is due to an error by the store, or if the product arrives damaged or different from the order, Lureva will cover the shipping fees related to resolving the case.
- If the reason is a change of mind or choosing an unsuitable product, the customer is responsible for return and reshipping fees.
Refund
After receiving and inspecting the returned product and confirming that it meets the conditions, the return will be approved and the amount will be refunded through the payment method used for the order whenever possible.
The time required for the refunded amount to appear may vary depending on the bank or payment service provider.
Important Notes
Submitting a return or exchange request does not mean it is automatically accepted. Each case is reviewed according to the condition of the product and the terms stated in this policy, while taking into account consumer rights under the applicable regulations in the United Arab Emirates.