Refund policy

60-Day Happiness Guarantee

We want you to feel the difference. If you are not completely satisfied with your Luran device, you may return it within 30 days of delivery for a full refund — even if you have used it.

There is no restocking fee.

Return Window

You have 30 days from the date your order is delivered to request a return. Requests made after 30 days cannot be accepted.

Condition of Returned Items

Because we want you to genuinely try the product, we accept returns of used devices within the 30-day window. We ask that you:

  • Include all original components, accessories, and the power adapter
  • Return the device in its original box where possible, or in equivalent protective packaging
  • Wipe down the device before returning it, as a courtesy

Returns missing the power adapter or essential components may receive a partial refund reflecting the missing items.

How to Start a Return

Email hello@luran.store with:

  • Your order number
  • The name the order was placed under
  • The reason for the return (this helps us improve — it does not affect your eligibility)
  • Photos, if the item arrived damaged or is not working correctly

We will reply with return instructions and a return address. Please do not send items back before contacting us — returns sent without prior authorisation may not be processed.

Return Shipping Costs

  • Faulty, damaged, or incorrect items: we cover return shipping. We will send you a prepaid return label.
  • Change of mind or general dissatisfaction: you cover return shipping.

Original shipping charges, where they were paid, are non-refundable except when the return is due to our error or a faulty item.

Damaged, Faulty, or Incorrect Items

Please inspect your order on delivery. If your item arrives damaged, defective, or is not what you ordered, contact us at hello@luran.store within 7 days of delivery with photographs of the item and packaging. We will arrange a replacement or a full refund including all shipping costs, at your choice.

Refunds

Once we receive and inspect your return, we will notify you of the outcome. If approved, your refund will be issued automatically to your original payment method within 5–10 business days.

Please note that your bank or card issuer may take additional time to post the refund to your account. If more than 15 business days have passed since your refund was approved, contact us at hello@luran.store.

Exchanges

The fastest way to get a different item is to return the item you have and place a new order once your return is accepted.

Order Cancellations

If you need to cancel an order, contact us as soon as possible at hello@luran.store. We can usually cancel and refund in full if the order has not yet been dispatched. Once an order has shipped, it must be handled as a return.

Items We Cannot Accept

European Union — 14-Day Cooling-Off Period

If your order is being shipped into the European Union, you have the right to cancel or return your order within 14 days of receipt, for any reason and without justification. This right is in addition to, and does not limit, our 30-day guarantee above.

Questions

You can always contact us with any questions about returns at hello@luran.store.