Exchanges and Returns

At Luston, customer satisfaction is our top priority. If for any reason you need to return or exchange a product, please follow the guidelines below to ensure a smooth and straightforward process.

1. Return Period

Change of Mind (Returns or Exchanges): You have up to 7 calendar days from the date of receipt to request a return or exchange, in line with the Consumer Protection Code.

Faulty Products: For items with manufacturing defects, you may request a return or exchange within 30 calendar days from the date of receipt.

2. Conditions for Return

To be eligible for a return or exchange, the item must meet the following conditions:

Unused, unworn, and unwashed;

Returned in its original packaging, with all accessories, tags, and labels intact;

Accompanied by the original purchase invoice.

3. How to Request a Return

Please follow these steps to request a return or exchange:

1. Contact our Customer Service team by email at [email protected] or by phone at +55 (99) 98106-9564, within the timeframes stated above.

2. Provide your order number and reason for the return or exchange.

3. Wait for confirmation and shipping instructions from our team.

4. Returning the Product

Once authorised, the product must be sent to the address provided by our Customer Service team.

For change of mind returns, return shipping costs are the responsibility of the customer.

For faulty products, Luston will cover the shipping costs.

5. Product Inspection

After we receive the returned product, it will be carefully inspected to ensure it complies with the return conditions. This process may take up to 7 working days.

6. Refunds & Exchanges

Refunds: If approved, refunds will be processed using the original payment method within 10 working days after inspection approval.

Exchanges: If you prefer an exchange, the replacement product will be shipped once the inspection is completed and subject to stock availability. If the requested product is unavailable, you may select an alternative item or receive store credit.

7. Final Considerations

Luston reserves the right to refuse returns that do not meet the stated conditions.

Items returned without prior authorisation or outside the specified timeframes will be sent back to the customer.

For any further questions or assistance, please do not hesitate to contact our team. We are always here to ensure you enjoy a safe and satisfying shopping experience with Luston.