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)
• Unused and in original condition, with any protective film and labels still in place
• Complete with all parts, fixings, mounting plates, remote controls and accessories supplied
• Sent back in the original or equivalent packaging — glass and ceramic shades need the original inner packaging to survive the return journey
• For clothing and textiles — dressing gowns, slippers, towels and bedding — unworn, unwashed and with any tags still attached

You are welcome to unpack a light and hold it up to judge its size, colour and finish, exactly as you would in a shop. Doing that never affects your right to return it.

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

• Light fittings that have been wired in or permanently installed. Once a fitting has been connected to the mains it can no longer be sold as unused. If it then turns out to be faulty you are still covered — see our Warranty and the Consumer Rights Act section above.
• Items that have been altered or modified, or damaged after delivery
• Clothing and textiles that have been worn or washed

If the value of an item has fallen because it was handled more than was necessary to check it, we may deduct that reduction from your refund. Regulation 34(9) of the Consumer Contracts Regulations 2013 allows this, and it is the only deduction we ever make.

How to Start a Return

Email info@laruya.com with:

1. Your order number
2. The item(s) you want to return
3. The reason for the return

We will reply within 1–2 business days with the return address and instructions. You can also start one from our Request a Return page. 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.

We do not refund an order that is still in transit and has not been sent back to us. Regulation 34(5) of the Consumer Contracts Regulations 2013 allows us to withhold reimbursement until the goods are back with us or you supply evidence that you have sent them, whichever happens first.

Exchanges

Email info@laruya.com with your order number and the size, colour or finish you would prefer. Exchanges are available within 30 days of delivery on unused items returned in their original packaging.

Order Cancellations

You can cancel any order before it is dispatched, for any reason, and we refund you in full. Email info@laruya.com with your order number and we will stop it. You do not need to give a reason and there is no charge.

This is a right, not a favour. The Consumer Contracts Regulations 2013 let you cancel from the moment you place the order until 14 days after it arrives — so you are free to change your mind while your order is still waiting to be sent. A pre-dispatch cancellation is refunded to your original payment method within 7 days, including any delivery cost.

Once dispatched, you may still exercise that same right once the parcel arrives.

If the parcel is already on its way, the cancellation still stands, but the money follows the goods. We refund once the item is back with us, or once you send us proof that you have posted it back — whichever comes first. You can also refuse the parcel at the door: it then returns to us automatically and you pay no return postage.

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.comBusiness hours: Monday–Friday, 9:00 AM – 5:00 PM (GMT)