What is our exchange policy? How long is it valid?
Should you wish to return anything bought from us online, we will be happy to exchange a product provided it is in fully resalable condition. Returns should be made within a reasonable time (usually 20 days) and in original, undamaged packaging along with the invoice. If we find that the product has not been returned to us in fully resalable condition, we reserve the right to refuse the exchange. A refund of the delivery charge will be given in the instance of incorrect, damaged or faulty goods. Returns can be made through either of these options:
Returns via courier collection
Complete our online form including the following details
- order and stock number
- Reason for return
- If you wish to refund or replace your item
We will email you back with further instructions and we will arrange for the courier to come to collect the product you wish to return – free of charge if the goods are incorrect, damaged or faulty.
Returns via the Main LusterBlue store
Simply take the dispatch note and the product you wish to return or exchange to the main store and tell the sales assistant you bought it online.
If you would prefer to exchange products, you can do it at LusterBlue main store. If you wish to contact us please call our HOTLINE +94 (0)77 94 58 712 any time between 10 a.m. and 8 p.m., from Sunday to Saturday, 7 days a week to assist with exchange. We will be unable to release the exchanged product until the original product has been received. However, we can reserve the product to ensure you receive the product of your choice. A delivery charge will apply unless the goods are incorrect, damaged or faulty.
When returning goods on which you have received a discount or special offer, that discount/offer will no longer apply. Additionally any free promotional gift issued with an order must also be returned if you are returning those goods.
Products we are unable to refund or exchange
The following goods may not be returned except pursuant to your statutory rights: personalized good or goods made to a customer’s specifications and accessories.
We will refund your original delivery charge when a product is faulty or damaged, but not when a product is simply unwanted.
Change or cancel an order
If you wish to change or cancel an order, contact our online Customer Service Officer +94 (0)77 94 58 712 any time between 9am and 5.30pm, from Monday to Friday, 5 days a week. Please have the order number and date of order at hand. If your products have already been delivered, then you will need to follow our returns procedure.
Please note: The above policies are subject to change by LusterBlue management at anytime without prior notice.