Returns Policy

Returns and Refunds

If you do change your mind and are within the UK, you may return your order within 14 days of the delivery date for an exchange or refund.  Delivery date is deemed to be 5 days after goods sent by Standard UK delivery, 3 days after First Class UK mailing and 2 days after Express UK delivery. For items in the Sale or Offers section, please note that goods must be returned within 10 days of the invoice date.

  1. Please contact us by phone on 00 44 (0)1926 614178 or email us at  This will ensure we are expecting the item(s) and your return is processed promptly. 
  2. Please include your contact details and whether you would like an exchange or refund in your return package.
  3. Return the item(s) to us in new and perfect condition (in their original packaging). Used or customer damaged items cannot be refunded or exchanged.
  4. Please send your parcel to:

Lua Ltd

The Old Coopers

28, Binswood End

CV33 9LN

If an item is returned after 14 days of receiving it, or is considered to be in a non-saleable condition, a credit note may be issued at our discretion.

Please note that goods are returned at your own cost (unless we are offering a free returns promotion) and the delivery charge for the original order is non-refundable.  We recommend that you return items via registered mail or,  if returning by Royal Mail, obtain a proof of postage slip from the Post Office in case an item is lost. We cannot accept responsibility for any item lost or damaged in transit.  You will need to pay for any import duties that may arise for shipping returned items.

If you are outside the UK, please call us on 00 44 1926 614178 or email us at to be advised of the returns procedure.


If you wish to return an item for exchange, please follow the steps above. You will be responsible for the return postage.

If the exchanged item(s) is for a lesser value then a refund will be issued for the difference, providing the return is made within the 14 day returns period (7 days for Sale /Offers).  If the exchanged item is of a higher value, we will contact you in order to take the additional payment before dispatching the new item(s).

In the unlikely event that you receive damaged or faulty goods, we will replace them or refund in full (including the original postage charge for refunds. If returning part of a delivery, we will not refund the original postage charge.)   

Please call us on 00 44 (1926) 614178 or email us on within 7 days of receiving your order to obtain instructions on how to return the faulty goods to us.

Faulty goods cannot be returned before contacting us and must be returned within 14 days of receiving your order.

We will contact you to confirm when your return or exchange has been processed. We aim to process all refunds/exchanges within 14 days. However, during busy times, this may take a little longer.

Returns Policy on Sale/Offer Items

You are entitled to a full product refund if goods are returned with 7 days of receipt and the above steps are followed.

If you have any queries, do not hesitate to call us on 01926 614178.