Refund policy
Returns and Refunds Policy
At Luucid, we want you to feel confident trying our sleep products. If a product is not right for you, you may request a return within 14 calendar days of receiving your order, even if the product has been opened or tried.
14-Day Sleep Trial
To request a return:
- Contact us within 14 calendar days of delivery.
- Provide your order number or proof of purchase.
- Return the product and any remaining contents, accessories, and original packaging if reasonably available.
You may open and reasonably try the product. However, products damaged through misuse, neglect, alteration, or improper handling may not qualify for a refund.
We may ask for feedback about your experience to help us improve, but you are not required to provide a specific reason for returning the product.
How to Request a Return
Email hello@luucid.co with:
- Your name
- Order number
- Product you wish to return
- Contact number
Once your request is accepted, we will provide instructions for returning or collecting the product.
Products returned without contacting us first may not be accepted.
Return Delivery or Collection
We will confirm whether the product will be collected by Luucid or should be returned using another method.
Unless the product is defective, damaged, tampered with, or incorrect, any applicable return delivery or collection cost will be communicated to you before the return is arranged.
Damaged, Defective, Incorrect, or Tampered Products
Please inspect your order upon delivery and contact us as soon as possible if:
- You received the wrong product.
- The product is defective.
- The product was damaged during delivery.
- The product or packaging appears to have been tampered with.
- An item is missing from your order.
Please include photographs or videos where possible. Once the issue is verified, we will arrange an appropriate replacement or refund at no additional cost.
Customized Products
Customized or personalized products are produced specifically for the customer and are generally not eligible for a change-of-mind return.
However, customized products remain eligible for a replacement or refund if they are defective, damaged, incorrectly produced, or do not match the confirmed order specifications.
Sale Items and Gift Cards
Sale items are eligible for the same 14-day return policy unless they were clearly marked as final sale before purchase.
Gift cards are non-refundable and cannot be exchanged for cash, except where required by applicable law.
Exchanges
We do not currently process direct exchanges.
To replace a product with another item, please request a return. Once the return is approved, you may place a separate order for the preferred product.
Defective, damaged, or incorrect products may be replaced directly at Luucid’s discretion.
Order Cancellations
To cancel or amend an order, contact us at hello@luucid.co as soon as possible.
Orders may be cancelled before they have been dispatched. Once an order has been dispatched, it must be handled as a return under this policy.
If Luucid is unable to fulfil or deliver an order, the customer will be offered a replacement, store credit, or full refund.
Refund Processing
Once the returned product has been received and reviewed, we will notify you whether the refund has been approved.
Approved refunds will be issued to the original payment method. Luucid will normally initiate the refund within 10 business days of approval.
After the refund is initiated, the issuing bank or payment provider may require additional time to post the funds to your account. Depending on the payment method and issuing bank, the complete refund process may take approximately 10 to 45 days.
If more than 15 business days have passed since Luucid confirmed that your refund was initiated, please contact hello@luucid.co.
Fair Use
The 14-day sleep trial is intended to allow customers to reasonably evaluate a product. Luucid reserves the right to reject returns involving suspected fraud, repeated misuse of the policy, excessive consumption, intentional damage, or purchases made for resale.
Contact Us
For return, refund, cancellation, or replacement enquiries, contact:
Email: hello@luucid.co