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Refund policy

Refunds and returns

We want every customer to have a great experience with Luii. We think you’ll love your Luii products, but if for any reason you’re not 100% happy with your purchase from us we’ve outlined our cancellation, refund & return policy below so you know exactly where you stand.

If you bought your Luii from a retailer, please refer to that store’s returns policy as we cannot take returns or exchange or give refunds for Luii products that were not bought from us.

I’ve changed my mind and want to return my purchase

We accept refund requests up to 28 days after delivery of your purchase. However, given the personal nature of our products, you’ll appreciate that we can only offer refunds on unopened, unused products.

Send us an email, with your order number, requesting a return, at customerservice@luii.co.uk. Send the product back to us, remembering to include your name and order number (you will be responsible for the postage costs). Assuming the product is received undamaged and unopened, we will then refund the purchase price to you.

My order arrived damaged or faulty

Send us an email within 7 days of receiving your order at customerservice@luii.co.uk with your order number and a description of the fault and a photo or video of the damage. Your item will be replaced or refunded right away.

My order did not arrive

Send us an email at customerservice@luii.co.uk with your order number, and we will try to track your order down. Otherwise, we will replace or refund your item.

I’m not satisfied with my Luii

Please email us within 28 days of receiving your order at customerservice@luii.co.uk with your order number and a description of what you’re not happy with. We’ll do our very best to resolve the issue for you.

Please bear in mind that it can take a little while to get used to using your Luii. (Learning to mentally relax and ‘let go’ so you can wee easily, and finding the easiest way to create a leakproof seal when using your Luii sitting down, may need a bit of practice). We encourage you to stick with it as most users get the hang of it after a few tries. If you need practical advice, please get in touch. We’ll be delighted to help.

Given the personal nature of our products, you’ll appreciate that we’re unable to offer refunds once the product has been opened or used.

I want to cancel my Subscribe and Save subscription

You may cancel your subscription to our Subscribe and Save service at any time in your account settings on the website. Cancellation will take effect on whichever is the later of immediately or after any existing confirmed order has been delivered.