Refund policy

Return & Refund Policy (EU & UK Customers)

We comply with EU and UK consumer protection laws, including your right to cancel an order within 14 days of receiving it. Please read the following carefully before placing your order.

Right to Cancel (Cooling-off Period)

Under the Consumer Contracts Regulations, you have the right to cancel your order within 14 calendar days of receiving your item(s), without providing a reason.

To exercise this right, you must notify us in writing within 14 days of receiving the goods. Please email us at [your email address] with your order number and a clear statement of your intent to cancel.

How to Return an Item

• Returns must be sent within 14 days of notifying us of cancellation.

• Items must be unused, in their original packaging, and in resaleable condition.

• Return shipping is the customer’s responsibility and is non-refundable.

• We recommend using a tracked service. We are not responsible for returns lost in transit.

Refunds

• Refunds will be processed within 14 days of receiving the returned item.

• You will be refunded the original item cost, including the standard shipping fee (if charged).

• Return postage costs are not refunded.

• Refunds will be issued to the original payment method.

Items Not Eligible for Return

The following items are excluded from the right to cancel:

• Personalized or custom-made items

• Perishable goods

• Items not suitable for return due to health protection or hygiene reasons if the seal has been broken (e.g., cosmetics, undergarments)

• Discounted items 

Damaged or Faulty Goods

If your order arrives damaged or faulty, please contact us within 48 hours of receiving it. Provide your order number and clear photographs of the issue. We will offer a replacement or a full refund for verified issues.

Additional Notes

We ship directly from our suppliers located outside the EU/UK. Delivery times and packaging may vary. Customers are responsible for any applicable customs duties or import taxes.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at contact@fastluanda.com.

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🌍 Return Policy for All Other Countries

Customers outside the EU & UK (including South Africa, Ghana, Kenya, Nigeria, Angola, Namibia, Ukraine, etc.) may return items within 14 days of delivery, provided the item is:

• Unused

• In its original packaging

• In resaleable condition

Please notify us of your intent to return by emailing contact@fastluanda.com with your order number and reason for return.

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🔁 How to Return an Item (All Regions)

• Returns must be shipped within 14 days of your return request.

• You are responsible for return shipping costs.

• We recommend using a tracked service to avoid lost returns.

• Items must arrive in their original condition to be eligible for a refund.

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💳 Refunds

Once we receive and inspect the return:

• We’ll notify you via email regarding the approval or rejection of your refund.

• If approved, your refund will be processed to your original payment method.

• Please allow up to 14 days for the refund to reflect in your account (times may vary based on your payment provider).

Refunds will cover the product cost only. Shipping fees are non-refundable, unless required by local consumer law.

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🚫 Non-Returnable Items

The following cannot be returned or refunded:

• Custom-made or personalized items

• Perishable goods

• Intimate items or anything that cannot be returned for hygiene reasons

• Sale or discounted items

• Items reported outside the 14-day return window

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⚠️ Faulty or Damaged Goods

If your item arrives damaged, defective, or incorrect, please contact us within 48 hours of receiving it. Include:

• Your order number

• Photos showing the issue clearly

We will offer a replacement or a full refund once the issue is verified.

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💡 Additional Notes

• We ship directly from global suppliers, so packaging may vary and longer delivery times are possible.

• Customers are responsible for any customs duties or import taxes that may apply.

• If more than 15 business days have passed since your return was received and you haven’t been refunded, please contact us at contact@fastluanda.com.