Returns & Refund Policy

We want every order to work out. This policy sets out your rights and how returns, refunds and exchanges work at Laruya.

Your Statutory Rights (UK Customers)

If you are a consumer based in the United Kingdom you have rights that apply in addition to this policy, and nothing here limits them:

14-day cooling-off period. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you may cancel your order within 14 days of receiving the goods, without giving a reason, and you then have a further 14 days to send them back. Our 30-day return window is more generous than this legal minimum.
Consumer Rights Act 2015. Goods must be of satisfactory quality, fit for purpose and as described. If an item is faulty, not as described, or not fit for purpose, you are entitled to a repair, replacement or refund — regardless of our standard return window.

Nothing in this policy affects your statutory rights under UK law.

Key Information

Return window: 30 days from the delivery date.
Who pays return postage: you do, except where the item is faulty, damaged or incorrect — in those cases we pay.
Restocking fee: none.
Refund processing: within 7 days of us receiving and inspecting the item.
Refund method: back to your original payment method.
Exchanges: available within the same 30-day window.

Return Conditions

To be eligible for a return, items must be:

Returned within 30 days of delivery (or within your 14-day statutory cancellation right)
Unworn, unwashed and in original condition
Complete with all original tags attached
Sent back in the original or equivalent packaging

The following cannot be returned unless faulty or not as described:

Underwear and swimwear, for hygiene reasons, once any protective hygiene seal has been removed
Items that have been worn, washed, altered or damaged after delivery

How to Start a Return

Email info@laruya.com with:

Your order number
The item(s) you want to return
The reason for the return

We will reply within 1–2 business days with the return address and instructions. Please do not send anything back before contacting us — unannounced returns are much harder to match to an order.

Refunds

Once your return arrives and has been inspected we will email you. If approved, the refund is issued within 7 days to your original payment method. Your bank or card issuer may take a few additional days to post the credit.

If you cancel under your 14-day statutory right, we refund the full order value including the standard outbound delivery cost. Return postage in that case is at your expense unless the item is faulty.

Exchanges

Email info@laruya.com with your order number and the size or colour you would prefer. Exchanges are available within 30 days of delivery on unworn items with tags attached.

Order Cancellations

Email us as soon as possible. If the order has not been dispatched we can usually cancel it outright. Once dispatched, you may still exercise your 14-day statutory right to cancel once it arrives.

Damaged or Incorrect Items

Email info@laruya.com straight away with clear photos. Under the Consumer Rights Act 2015 you are entitled to a repair, replacement or refund at no cost to you, and Laruya covers all return postage for verified faulty, damaged or incorrect items.

Complaints

If you are unhappy with how a return has been handled, reply to our email thread and ask for it to be escalated. We will respond substantively within 5 business days.

Contact

Email: info@laruya.com
Phone: +31 6 87 21 60 44
Business hours: Monday–Friday, 9:00 AM – 5:00 PM (GMT)