Returns & Refunds
Please note: We do not offer free returns — return shipping costs are the responsibility of the customer.
Returns
Can I return my order?
Yes, you can.
If you are not satisfied with the items you received, you may return them within 30 days of delivery, provided that the following conditions are met:
- The product includes all components and is returned in its original packaging.
- The item has only been used normally; damage caused by misuse or neglect is not covered.
- Products where hygiene is important must be thoroughly cleaned before being returned.
- If your product arrives damaged or defective, this must be reported immediately upon receipt.
- Return shipping costs are always covered by the customer.
Returns are processed within 7 business days of arrival. If all conditions are met, you’ll receive a confirmation within this period.
We reserve the right to refuse returns if we suspect the item has been used or damaged for reasons not attributable to us.
How to return your order
If your order meets the return requirements, please follow these steps:
- Send an email to returns@lelakuh.com
- Include the following details:
-
- Order number
- Reason for return
- Photo of the product (if damaged or defective)
- Full name
- Address details
Once we’ve received your request, we’ll provide you with the correct return address.
Important:
Do not return your package to the sender’s address shown on the parcel.
The correct return address will be provided by our team.
Return shipping costs are always the responsibility of the customer.
Right of Withdrawal
Consumers have the right to withdraw from their purchase within 30 days of receiving the order.
This applies only to private customers who made the purchase for non-commercial purposes.
Withdrawal conditions:
- The withdrawal period starts on the day you (or a third party designated by you, other than the carrier) receive the order.
- As our system is fully automated, we cannot interrupt the shipping process once an order has been placed.
- Cancellation is only possible after you’ve received and returned the item.
- To exercise your right of withdrawal, you must notify us clearly via email.
- The withdrawal is considered complete once we’ve received the returned goods.
- Return shipping costs are always paid by the customer.
Shipping in Transit
Our products are shipped from Asia, which may result in slightly longer delivery times.
We have no control over possible delays during transport.
If your order is already on its way, it cannot be cancelled.
Please wait until you receive the parcel, then follow the return procedure.
You can, however, inform us in advance of your intention to withdraw.
To speed up processing, please share the return tracking proof with our team once you’ve sent the item back.
Refunds
Once we’ve received and inspected your return, we’ll refund the purchase amount within 30 days of receipt.
Please note:
- Shipping costs are non-refundable, except if you chose a premium shipping option beyond our standard delivery.
- Refunds are always processed through the same payment method used for the original purchase, unless otherwise agreed.
- All returns must be shipped — at the customer’s expense — to our central warehouse in Asia.