Refund Policy

Refund and Cancellation Policy

Effective date: October 21, 2026

This policy applies to purchases made from LURUBE, operated by NOVERLINE LIMITED.

Order cancellations

• To request a cancellation, contact info@lurube.com as soon as possible and include your order number.
• If payment has been completed but fulfilment has not started, a 5% administration fee may be deducted from the refund.
• If the order has already entered final packing or dispatch preparation, a 20% administration and restocking fee may apply. Any shipping cost already incurred is non-refundable.
• Orders that have been handed to the carrier cannot be cancelled. You may request an authorised return after delivery if the product remains eligible under this policy.
• Toric, custom, prescription or other special-order products may be subject to a cancellation charge of up to 50% once the supplier order has been placed.

Returns

Contact us before returning any item. Unauthorised returns may be refused. Eligible change-of-mind returns must be requested within 14 days of delivery and must be unopened, unused, undamaged and in the original sealed packaging. For hygiene and safety reasons, opened contact lenses, cosmetics and personal-use products cannot be returned unless defective or incorrectly supplied.

Customers are responsible for return shipping for change-of-mind returns. Original shipping costs and any customs charges are non-refundable. An administration and restocking fee of up to 20% may be deducted where permitted by law.

Damaged, defective or incorrect items

Please contact us within 7 days of delivery with your order number and clear photographs of the product, packaging and shipping label. After review, we will provide an appropriate replacement, store credit or refund. Where we confirm that an item was damaged, defective or incorrectly supplied, we will cover reasonable return or replacement shipping costs.

Undeliverable, unclaimed or refused parcels

If a parcel is returned because the address was incorrect, delivery was refused, customs charges were not paid, or the parcel was not claimed, the refund will be calculated after deducting outbound and return shipping costs, customs or carrier charges, and a 20% administration fee where permitted by law.

Refund timing

Approved refunds are issued to the original payment method, normally within 7–10 business days after approval. Your bank or payment provider may require additional time to post the credit.

Contact

Email: info@lurube.com