Last updated: 6 November 2026
This policy applies to purchases from Luscencia by consumers in the United Kingdom. Your seller is NLCL COLLABORATORS, S.L., trading as Luscencia, a company based in Spain. We remain responsible for your order and your consumer rights even though orders are fulfilled by partners in China.
Email contact@luscencia.com or send a clear cancellation statement to NLCL COLLABORATORS, S.L., Calle Anselmo Hernández 6, 37720 El Cerro, Salamanca, Spain. You may also use our contact form. Any clear statement of your decision to cancel is sufficient; you do not need our permission or a particular form to exercise your statutory cancellation right.
Please include your order number, name and the items concerned so that we can identify your purchase. A reason for a change-of-mind cancellation is optional. We will acknowledge your request and provide practical return instructions.
The cancellation period ends 14 calendar days after the day you, or a person you nominate other than the carrier, receive the goods. For goods from one order delivered separately, it ends 14 calendar days after the day you receive the last item. You may notify us of cancellation before delivery. Simply refusing or failing to collect a parcel does not by itself clearly tell us that you wish to cancel.
Product return centre:
1703, Building S6, Tianan Digital City
Fenggang Town, Dongguan
Guangdong, China
For a change-of-mind return, you arrange and pay the direct cost of sending the goods to this address. The cost depends on the carrier, parcel size and weight; please check international return postage before buying. We do not charge a separate restocking fee. For an item which cannot normally be returned by post, its return cost or a reasonable estimate will be provided before purchase.
Pack the goods securely and keep evidence of posting. Tracked postage is recommended. Please send the posting receipt or tracking details to our email address to help us identify your return. Not having a tracking number does not, by itself, remove your statutory rights.
You may examine and try the goods as you reasonably would in a shop. Original packaging is recommended where available, but is not a blanket condition of exercising your cancellation right.
If handling beyond what is necessary to establish the goods' nature, characteristics and functioning reduces their value, we may make a proportionate deduction where the law permits. We will explain any deduction. Handling or damage does not automatically extinguish your statutory cancellation right. This rule does not reduce your separate rights for goods that were faulty or misdescribed when supplied.
We will reimburse you without undue delay and no later than 14 calendar days after we receive the returned goods or, if earlier, after you provide evidence that you sent them back. Where we have offered to collect the goods, reimbursement is due no later than 14 calendar days after we are informed of cancellation.
For cancellation of the whole order, we refund the amount paid for the goods and the €18 (EUR) standard delivery charge. Any extra amount for a premium delivery option is not refundable. A lawful deduction for diminished value may apply as explained above.
Refunds use the original payment method unless you expressly agree to another method, at no extra cost. We will not substitute a voucher or store credit without your express agreement. Your payment provider may need additional time to display the credit; this does not extend our obligation to issue the refund on time.
The cancellation right does not apply to goods made to your specifications or clearly personalised, or to sealed goods unsuitable for return for genuine health protection or hygiene reasons after you have unsealed them. An exception applies only where its legal conditions are met and will be explained before purchase. Sale items have the same statutory rights as full-price items. These exceptions do not remove rights for faulty, damaged, incorrect or misdescribed goods.
Please contact contact@luscencia.com with your order details and a description of the issue. Photographs of the item and packaging, where available, help us assess the problem but are not the only acceptable evidence. Please keep the goods available while we arrange the appropriate next step.
Under applicable UK consumer law, goods must be of satisfactory quality, fit for purpose and as described. You generally have a short-term right to reject non-conforming goods within 30 days of delivery for a full refund. After this period, rights to repair or replacement and, where applicable, a price reduction or final rejection may apply. The 14-day change-of-mind period does not limit these rights.
We will arrange collection or an appropriate return method and bear reasonable return costs where you are entitled to a remedy for non-conforming goods. You do not have to pursue our supplier or manufacturer instead of us. Where a refund is due following rejection of faulty goods, it will be issued without undue delay and within 14 calendar days after we agree that you are entitled to it, using the original payment method unless you expressly agree otherwise.
Tell us as soon as possible if you wish to cancel before dispatch. We will try to stop fulfilment. If the parcel is already being processed or has been dispatched, this does not remove any cancellation right you have; you may still notify us and follow the return procedure. Statutory exceptions, including personalised goods where applicable, remain relevant.
Voluntary exchanges are subject to availability. For a change-of-mind exchange, you pay return postage to China; we will explain any difference in price or delivery cost before you agree. An exchange is not compulsory in place of a statutory refund.
If you received an item as a gift, contact us so we can help identify the order. A statutory refund is normally made to the original purchaser's payment method. A voucher, store credit or alternative refund method is available only by express agreement with the person entitled to the refund.
To: NLCL COLLABORATORS, S.L., trading as Luscencia, Calle Anselmo Hernández 6, 37720 El Cerro, Salamanca, Spain; email: contact@luscencia.com.
I/We give notice that I/we cancel my/our contract for the following goods:
Order number:
Ordered on / received on:
Name of consumer(s):
Address of consumer(s):
Signature (only if sent on paper):
Date:
Nothing in this policy excludes or restricts your mandatory consumer rights.
