RETURN POLICY

Return & Refund Policy

Last Updated: July 1, 2026

At By Lurea, customer satisfaction is our priority. If you are not completely satisfied with your purchase, please review our Return & Refund Policy below.

1. 14-Day Return Policy

You may request a return within 14 calendar days from the date your order is delivered.

To exercise your right to return, you must contact us within the 14-day return period. Returns requested after this period may not be accepted unless required by applicable law.

2. Return Eligibility

To qualify for a refund, all returned items must meet the following conditions:

  • The item must be unworn, unused, and unwashed.

  • All original tags must remain attached.

  • The item must be returned in its original packaging where reasonably possible.

  • The product must be free from stains, makeup, perfume, deodorant marks, pet hair, odors, or any other signs of wear.

  • The item must not be damaged after delivery due to improper handling.

We reserve the right to refuse returns or issue a partial refund where permitted by applicable law if these conditions are not met.

3. Non-Returnable Items

For hygiene, health, or legal reasons, certain products cannot be returned.

These include, but are not limited to:

  • Gift cards.

  • Personalized or custom-made products.

  • Products made to customer specifications.

  • Items that cannot be resold for hygiene reasons after opening or use.

  • Products excluded from the right of withdrawal under applicable legislation.

If you are unsure whether your item is eligible for return, please contact our customer support before submitting your request.

4. How to Request a Return

To initiate a return, please contact our customer support team before sending any items back.

Please include:

  • Your full name

  • Your order number

  • The item(s) you wish to return

  • The reason for your return (optional)

  • Photographs if your item arrived damaged, defective, or incorrect

Once your request has been reviewed, we will provide detailed return instructions.

Returns sent without prior authorization may be refused or delayed.

5. Return Shipping Costs

Unless your return is the result of our error (including receiving an incorrect, damaged, or defective product), customers are responsible for the cost of returning the item(s).

We strongly recommend using a tracked and insured shipping service.

By Lurea cannot be held responsible for return parcels that are lost, delayed, or damaged while in transit.

Customers remain responsible for returned products until they have been successfully delivered to our designated return address.

6. Inspection of Returns

Once your return has been received, our team will inspect the item(s) to verify compliance with this policy.

Inspection generally takes 2–5 business days after delivery of the returned parcel.

If the return is approved, we will begin processing your refund.

If the returned item does not satisfy our return requirements, we reserve the right to:

  • Reject the return;

  • Issue a partial refund where legally permitted;

  • Return the item to you at your expense.

7. Refunds

Approved refunds will be issued using the original payment method.

Please allow 5–10 business days for the refund to appear in your account, depending on your payment provider or financial institution.

Please note:

  • Original shipping charges are non-refundable unless required by applicable law.

  • Shipping costs will also be refunded where we have supplied an incorrect or defective item.

  • Processing times may vary between payment providers.

  • By Lurea is not responsible for delays caused by banks or payment providers.

You will receive an email confirmation once your refund has been processed.

8. Damaged, Incorrect or Defective Items

If your order arrives:

  • damaged;

  • defective;

  • incomplete; or

  • you receive the wrong product,

please contact us within 48 hours of delivery.

To help us resolve your claim quickly, please provide:

  • Your order number

  • A description of the issue

  • Clear photographs of the product

  • Photographs of the shipping packaging, where applicable

After reviewing your claim, we may offer one of the following remedies:

  • A replacement item;

  • A full refund;

  • A partial refund;

  • Another appropriate solution at our discretion.

9. Exchanges

At this time, By Lurea does not offer direct product exchanges.

If you would like a different size, colour, or style, please:

  1. Return your original item in accordance with this policy.

  2. Place a new order through our website.

This helps us process orders more efficiently and ensures product availability.

10. Order Cancellations

Orders may only be cancelled before they have entered our fulfillment process.

Once an order has been processed for shipment or dispatched, it can no longer be cancelled.

If you no longer wish to keep your order after delivery, you may return it in accordance with this Return & Refund Policy.

11. European Union Right of Withdrawal

If you are a consumer residing in the European Union, you may have a statutory right to withdraw from your purchase within 14 calendar days without providing a reason, subject to applicable law.

The withdrawal period begins on the day you, or a third party appointed by you (other than the carrier), receives the goods.

To exercise your right of withdrawal, please contact us before the 14-day period expires. We will then provide instructions on how to return your order.

12. Contact Us

If you have any questions regarding this Return & Refund Policy or would like to request a return, please contact our customer support team.

Company

IBI EXPORT LIMITED

Company Registration Number: 77600411

Registered Address:

UNIT 2A, 17/F GLENEALY TOWER
NO. 1 GLENEALY CENTRAL
HONG KONG

Email: support@bylurea.com