1. Consumer right of withdrawal
If you are a consumer in the European Union, European Economic Area or another jurisdiction with an equivalent right, you may withdraw from an eligible distance purchase without giving a reason within 14 days after you or a person you nominate receives the goods.
For multiple goods delivered separately, the period begins when the final item is received. To meet the deadline, send a clear withdrawal statement before the period ends. You then normally have 14 days to return the goods.
2. How to notify us
Email info@luresback.com with:
- your name, order number and delivery address;
- the product and quantity being returned;
- a clear statement that you withdraw from the purchase;
- the reason, if you wish to provide it (not required for statutory withdrawal).
You may use this model wording: “I notify you that I withdraw from my contract for the sale of [product], ordered on [date] and received on [date]. Name: [name]. Address: [address]. Order: [number].”
Wait for return instructions and the correct return address. Do not send a parcel to an address shown on shipping packaging without confirmation, as it may be a fulfilment or carrier facility unable to process returns.
3. Return condition and handling
You may inspect a product as you would in a physical shop. You are responsible for diminished value caused by handling beyond what is necessary to establish its nature, characteristics and function.
Return the product with all included components, accessories, instructions and, where reasonably possible, original packaging. Package it securely. Remove any line, hooks, lures, dirt, water, vegetation or personal items. Products must be safe and hygienic to handle.
4. Return shipping cost and risk
For a change-of-mind or statutory withdrawal return, you normally pay the direct return cost unless we offered to pay or applicable law says otherwise. Choose a tracked service and keep proof of postage. You bear return-transit risk until the parcel reaches us unless we arranged collection.
We pay reasonable approved return cost for a verified faulty, damaged, misdescribed or incorrect product. Contact us before posting so we can provide a label or approve the method. Premium or unauthorised shipping may not be reimbursed beyond a reasonable standard cost.
5. Refunds after withdrawal
We will refund eligible payments, including the least expensive standard outbound delivery offered for the order. Additional cost from choosing an enhanced delivery method is not refundable unless law requires.
We will refund without undue delay and no later than 14 days after being informed of withdrawal, but may withhold until we receive the goods or you provide evidence of return, whichever occurs first. Refunds use the original payment method unless you expressly agree otherwise, and no refund fee is charged by us.
Where only part of an order is returned, outbound delivery may not be refunded if the delivery cost would have been the same for the items kept.
6. Faulty, damaged, misdescribed or incorrect goods
Statutory rights for goods that are faulty, damaged, not as described or not fit for their normal purpose are separate from the 14-day withdrawal right and are not limited by this policy.
Contact us promptly with the order number, explanation, and clear photographs or video where useful. Keep packaging if there is transit damage. We may ask reasonable troubleshooting questions but will not require steps that create danger or invalidate legal rights.
Depending on the circumstances and applicable law, the remedy may be repair, replacement, price reduction or refund. We will cover reasonable approved return cost where the product does not conform to the contract.
7. Products damaged by misuse
We are not responsible for damage caused by accident, misuse, excessive force, wrapping cord around the body, use outside instructions, unauthorised modification, ordinary wear, corrosion caused by inadequate care, or use of a damaged product. We will assess each claim fairly and this section does not override mandatory consumer rights.
8. Exchanges
The fastest exchange is usually to return the eligible item and place a new order. If a direct exchange is available, we will confirm stock, any price difference and shipping arrangements before proceeding.
9. Non-returnable items
Mandatory rights always apply to faulty goods. For change-of-mind returns, exclusions may apply where lawful, including personalised goods, sealed hygiene goods after unsealing, or digital content supplied with prior consent. Standard LuresBack hardware is generally eligible if returned within the applicable period and condition rules.
10. Refused and uncollected parcels
Refusing delivery or failing to collect does not always constitute a valid withdrawal notice. Contact us separately. Reasonable outbound, return, customs or carrier cost caused by refusal or non-collection may be deducted where law permits.
11. Refund problems
After we issue a refund, banks and payment providers may take several business days to show it. If it has not appeared after the provider’s normal timeframe, contact us with the order number and then check with the payment provider.
12. Business purchases
Statutory consumer withdrawal rights do not apply to business customers. Business returns require prior written authorisation except where goods are faulty or the contract provides otherwise.
13. Contact
To start a return or report a problem, email info@luresback.com. We will provide the current return address and instructions.