Refund, Returns & Cancellation Policy
Last updated: 15 July 2026
1. Order cancellations
You may cancel your order free of charge at any time before it is dispatched by emailing support@lustraliving.shop with your order number. Once your order has shipped it can no longer be cancelled, but you may return it under this policy.
South African customers also have the right, under Section 44 of the Electronic Communications and Transactions Act 25 of 2002, to cancel an online purchase within 7 days of delivery without reason or penalty. In that case, return shipping is for your account and we will refund the purchase price once the item is received back in its original condition.
2. Returns (30 days)
We accept returns within 30 days of delivery, provided the item is unused, in its original condition, with tags and in its original packaging, together with proof of purchase. To start a return, email support@lustraliving.shop with your order number — we will confirm the return address and instructions. Items sent back without first requesting a return will not be accepted.
3. Beauty & personal care items
For hygiene reasons, beauty, skincare and personal care products can only be returned if they are unopened, unused and sealed in their original packaging. Opened or used items cannot be returned unless they are defective.
4. Damaged, defective or incorrect items
Please inspect your order on delivery and contact us within 48 hours if an item is damaged, defective, or not what you ordered. Send a photo of the item and packaging to support@lustraliving.shop and we will arrange a replacement or full refund at no cost to you. Your rights under the Consumer Protection Act 68 of 2008 — including the 6-month implied warranty on defective goods — are not affected by this policy.
5. Non-returnable items
Gift cards, clearance/final-sale items, and opened personal care products (except if defective) cannot be returned.
6. Refunds
Once we receive and inspect your return, we will notify you of the outcome. Approved refunds are processed to your original payment method within 10 business days. Please allow additional time for your bank or card provider to reflect the refund. If more than 15 business days have passed since approval, contact us at support@lustraliving.shop.
7. Exchanges
The fastest way to exchange an item is to return the original for a refund and place a new order for the item you want.
8. Contact
Lustra Living — support@lustraliving.shop — 073 313 7642
84 Hendrik Verwoerd Avenue, Brits, North West, 0250, South Africa