Refund policy

Last updated: September 25, 2026

We want every Lucins piece to feel right at home. If something doesn't work out, you can send it back under the terms below.

Return Window

You have 30 days from the date your order is delivered to request a return.

To be eligible, items must be:

  • Unused, uninstalled, and in the same condition you received them
  • Sent back in their original packaging, including any inserts, hardware, and protective materials

Your Rights Under U.S. Law

This policy is offered in addition to, and does not limit, any rights you have under applicable U.S. federal and state consumer protection laws, including any implied warranties that cannot lawfully be excluded. If an item arrives defective, damaged, or materially different from its description, you are entitled to a replacement or a full refund at no cost to you.

Our 30-day change-of-mind option is a voluntary policy that sits alongside those rights.

How to Start a Return

  1. Email support@lucins.com within 30 days of delivery.
  2. Include your order number and a short note explaining why you're returning the item.
  3. Wait for our team to approve your request and send you return instructions.
  4. Pack the item securely, ideally in its original box, and ship it back as instructed.

We may be unable to accept parcels sent back without prior approval.

Fulfillment and Return Address

Lucins is operated by HOME DECOR & MORE LIMITED, a company registered in England and Wales with its office in Hounslow, United Kingdom. Our products are fulfilled and shipped by international logistics partners and warehouses.

Our registered address is used for business correspondence only. It is not where orders are shipped from, and it is not a returns address.

Once your return is authorized, we'll email you the correct return address, which may be an international returns facility. Please don't send items to our registered address unless our support team specifically asks you to.

By placing an order with Lucins, you acknowledge that orders and approved returns may be handled through international fulfillment and returns facilities.

Return Shipping Costs

  • Faulty, damaged, or incorrect items: We cover the cost of return shipping. This applies if your item arrives broken, has a defect, or isn't what you ordered.
  • Change of mind: You cover the cost of return shipping. This applies if the item doesn't suit your space, you ordered the wrong product, or you simply no longer need it.

Return shipping paid by you for change-of-mind returns is not refundable.

Refund Timeline

When your return arrives, we'll inspect it and email you to confirm whether the refund has been approved.

Once approved:

  • Your refund is processed within 7 business days
  • The money goes back to your original payment method

Your bank or card issuer may need a few extra days to show the refund on your statement.

Exchanges

Prefer a different color, finish, or size? The fastest way is to return the original item as usual, then place a new order for the one you'd like once your return is complete.

Items That Can't Be Returned

Unless they are defective or not as described, the following items are not eligible for return:

  • Items that have been used, installed, assembled, or altered
  • Items returned without their original packaging, parts, or hardware
  • Personalized or made-to-order items
  • Opened consumable items, such as candles or home fragrance
  • Final sale or clearance items, where clearly marked at the time of purchase

No Restocking Fees

We never charge a restocking fee. Eligible returns are refunded in full for the price of the item; the only cost that may apply is return shipping on change-of-mind returns, as explained above.

Damaged or Incorrect Items

If your order arrives damaged, faulty, or isn't what you ordered, please email us within 48 hours of delivery with clear photos of the item and its packaging, and we'll put it right as quickly as possible. Reporting within this window helps us file carrier claims promptly; it does not limit your rights under applicable law.

Order Cancellations

To cancel an order, email us within 12 hours of placing it. If your order has already shipped, please follow the return process above instead.

Get in Touch

Have a question about an order, a product, or anything on this page? Our team is happy to help. Send us an email at:

Email: support@lucins.com
Contact form: Contact page

Customer Support Hours (ET)

Monday to Friday: 9:00 AM – 5:30 PM
Saturday and Sunday: 10:00 AM – 3:00 PM

We aim to reply to every message within 24 hours.

Our Company 

Store: Lucins

Operated by: HOME DECOR & MORE LIMITED

Company number: 16443663

Registered address: 121 Beavers Lane, Hounslow, England, TW4 6HF, United Kingdom

Thank you for shopping with Lucins.