Returns & refunds

Email us within 30 days of delivery, quoting the reference from the page you saw after paying, and say which item you want to return. The item has to come back unused and in its packaging.

We answer within two business days with one of two things: a return address, or a refund and a note telling you to keep the item. Which one depends on the item — see below.

You pay the return postage on a change-of-mind return. We are straight about that rather than burying it: on items at these prices the postage back is often a real share of what you paid, and it is worth knowing before you order rather than after.

Once it arrives we refund what you paid for the item to your original payment method, within five business days. Original shipping is not refunded.

Then your bank takes another five to ten business days to show it on your statement. That part is between your card issuer and you — it is out of our hands and out of Stripe’s, and we would rather you knew the real total than be told five days and be left wondering on the seventh. Some banks show it as pending sooner.

Because there is no single right one, and we would rather explain that than print an address that is wrong for most orders.

We do not hold stock. Each product is shipped from whichever supplier warehouse carries it, and different products come from different warehouses — sometimes in different countries. So the place an item has to go back to is a fact about your order, not about this shop, and we look it up when you write to us rather than guessing in advance.

Occasionally the postage to the right warehouse would cost more than the item did. Where that happens we may refund you without asking for the item back, because shipping it would burn money for both of us to no purpose. That is a call we make per order, not something to count on — ask for a return and you will be sent an address unless we tell you otherwise.

1. Email us within 30 days of delivery with your reference and which item it is. A photo helps if anything is wrong with it, and is required for a faulty item.
2. We reply within two business days with either the return address for that specific item, or a refund and no need to send anything.
3. If we do send an address: pack the item as it arrived, send it with tracking, and email us the tracking number. Keep the tracking number — without it, neither of us can prove where the parcel got to, and that argument has only one loser.
4. We refund within five business days of it arriving. We will email you when it does.

Do not send anything back before you have an address from us. A parcel that turns up at a warehouse with no paperwork is not traceable to your order, and we would have no way to know to refund you.

A refund on something we did not ask back is a courtesy, and a courtesy that gets worked out gets withdrawn. We will say no to:

• A second keep-the-item refund to the same person or address, unless there is a reason we agree with. The first one is a courtesy; a pattern is not.
• A fault claimed with no photo, after we have asked for one.
• Something that comes back used, incomplete, or is not the item we sent.

None of this applies to something that genuinely arrived broken. That we make good however many times it happens, because it is our supplier’s failure and not yours — and none of it reduces the legal rights at the foot of this page.

That one is on us entirely. Email a photo within 30 days of delivery and we will refund you in full — the item and the shipping — or send a replacement, whichever you prefer. The same bank delay above applies: we issue it straight away, your card takes five to ten business days to show it.

You do not have to send a faulty item back unless we ask, and if we do ask, we pay the postage.

Shipping is free to Canada and the United States, and it is included in the price you see. Nothing is added at checkout — the total on the shop is the total on your card.

We do not publish a delivery date, and we would rather say so than guess. Orders are dispatched by our supplier network, and we do not yet get a reliable dispatch time back from them per product. A shop in our position could write “7 to 14 days” here because it sounds about right, and plenty do. We are not going to put a number in front of you that we have no way of standing behind — if you need something by a particular date, this is not yet the shop to order it from.

What we will tell you: if tracking shows no movement for ten business days after dispatch, the order counts as lost and we refund it in full. That is below.

Tell us. If tracking shows no movement for ten business days after dispatch we treat the order as lost and refund it in full. You do not need to chase the courier — that is our job.

We can cancel an order and refund it in full any time before it ships, which is usually within a day of you placing it. After that it becomes a return.

Anything made or printed to order, and anything sealed for hygiene where the seal is broken. Neither can be resold, so we cannot take them back for a change of mind. The faulty-item rules above still apply to both.

Email lucencyft.ai@gmail.com. We answer within two business days.

The reference to quote is the one shown on the page after you paid. If Stripe emailed you a receipt it is on that too, and your email address will find the order if you have neither.

Nothing here reduces the rights you have under Canadian or your provincial consumer protection law, or the equivalent where you live. Where this policy and that law disagree, the law wins.