Last updated August 2026
Regardless of how the legal position below applies to a particular seller, Lustryx expects every order to match its listing. If an item you receive is significantly not as described — wrong item, materially different condition to the grading shown, or damaged in transit — contact us at info@lustryx.com with your order number and photos where relevant, and we'll work with you and the seller towards a refund or resolution.
Where you're buying as a consumer from a seller acting in the course of a business, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 generally give you the right to cancel your order within 14 days of receiving it, without giving a reason, and to receive a full refund (including standard delivery cost) once you've returned the item. To cancel, contact us or the seller within that window; you'll then usually have a further 14 days to send the item back, and you're responsible for return postage unless the listing says otherwise or the item is faulty/not as described.
Exception — hygiene-sealed items. Where a product is sealed for health-protection or hygiene reasons and you've unsealed it after delivery, the law allows this cancellation right to be excluded. Given the nature of some categories on Lustryx, this exception is likely to apply to certain listings — any such listing should clearly state, before you buy, whether the item is exempt from the 14-day cancellation right for this reason. [Site owner: please confirm which product categories this applies to, and make sure affected listings display that notice.]
Private sellers. If a seller is selling as a private individual rather than in the course of business, the 14-day distance-selling cancellation right described above does not apply as a matter of law — private sales are instead governed mainly by the implied terms that goods must match their description and that the seller must have the right to sell them. Our buyer-protection commitment in section 1 still applies regardless.
Separately from the cancellation right above, if an item turns out to be faulty, damaged, or not as described, you may have a right to a repair, replacement, price reduction, or refund under the Consumer Rights Act 2015 (where you bought from a business seller) or, for private sales, under the general requirement that goods match their description. Tell us as soon as you notice the problem — the sooner you raise it, the easier it is for us to help.
Approved refunds are returned to the original payment method via Stripe. Where a refund is issued after a seller has already been paid out, we may need to recover the refunded amount from the seller's connected account before the buyer's refund can be released — this can occasionally add a short delay, which we'll keep you updated on.
Beyond the hygiene-sealed exception in section 2, a listing may state additional items are non-returnable (for example, made-to-order or personalised items) — this must be made clear on the listing before purchase. This doesn't affect your right to a refund if the item is faulty or not as described.
If you and a seller can't agree on a return or refund, contact info@lustryx.com with your order number and the details. We'll review the listing, order record, and any evidence provided, and make a decision in line with this policy and applicable law. See also our Seller Agreement, which sets out sellers' obligations to accept valid returns.
Questions about an order, return, or refund can be sent to info@lustryx.com.