Lurano Returns Policy

 

At Lurano, we take pride in the quality and craftsmanship of every product we offer. Our goal is to ensure you feel confident in your purchase and completely satisfied with your outdoor living experience.

Returns Eligibility

We offer a 14-day return policy from the date of delivery.
To be eligible for a return:
● Items must be unused, uninstalled, and in original packaging
● Products must be in resalable condition
● Proof of purchase is required
Due to the nature of our products, installed or used items cannot be returned unless deemed
faulty.

Non-Returnable Items

The following items are non-returnable:
● Bespoke or made-to-measure products
● Custom colour or RAL-finished items
● Installed products
● Items damaged due to incorrect installation or misuse
Faulty or Damaged Items
If your order arrives damaged or develops a fault:
● Please notify us within 48 hours of delivery for transit damage
● Provide photos and a description of the issue
Once assessed, we will:
● Arrange a replacement, repair, or refund where appropriate
We are committed to resolving issues quickly and fairly.

Return Process

To request a return, please contact us at:
info@lurano.co.uk

Include:
● Order number
● Reason for return
● Photos (if applicable)
Our team will guide you through the next steps.

Return Costs

● Customers are responsible for return shipping costs, unless the item is faulty or incorrect
● Due to the size of many Lurano products, collection fees may apply
● We recommend using a tracked and insured service

Refunds

Once your return is received and inspected:
● Refunds will be processed within 5–10 working days
● Refunds will be issued to the original payment method
Please note:
● Original delivery charges are non-refundable
● Any collection or restocking fees may be deducted

Exchanges

We do not offer direct exchanges.
If you would like a different item, please:
1. Return the original product
2. Place a new order

Our Commitment

At Lurano, we are more than a product supplier, we are partners in creating your outdoor space. If you have any concerns about your order, our team is here to help ensure your experience reflects the quality and care behind everything we do.

Contact Us

info@lurano.co.uk
01634944306
www.lurano.co.uk