Terms of Service

Last updated: 5 October 2026

1. About These Terms

These Terms of Service govern your use of the Lustaria website and any purchases made through it.

By using our website or placing an order, you agree to these Terms of Service together with our Privacy Policy, Shipping Policy and Returns & Refund Policy.

Nothing in these Terms affects any statutory rights you have as a consumer.

2. About Us

Lustaria is an online retailer of beauty, health, personal care and lifestyle products.

In these Terms, references to “Lustaria”, “we”, “us” or “our” mean the person or business identified above.

References to “you” or “your” mean the customer or user of our website.

3. Our Online Store

We operate an online retail business and may use third-party suppliers, manufacturers, logistics providers and fulfilment partners to fulfil customer orders.

Some products may therefore be dispatched directly to you by a third-party fulfilment partner rather than from premises operated by Lustaria.

Products within the same order may occasionally:

• be dispatched separately;

• arrive in separate packages;

• have different tracking information; or

• be dispatched from different locations, including locations outside the United Kingdom.

Regardless of which fulfilment partner dispatches your order, your purchase remains with Lustaria unless we clearly state otherwise.

Our use of third-party fulfilment providers does not reduce your statutory consumer rights or our responsibilities to you as the retailer.

4. Eligibility to Purchase

By placing an order with Lustaria, you confirm that:

• the information you provide is accurate and complete;

• you are legally capable of entering into a binding contract; and

• you are authorised to use the payment method provided.

We reserve the right to refuse an order where we reasonably suspect fraud, misuse of our website or an unauthorised payment method.

5. Products and Product Information

We take reasonable care to ensure that product descriptions, photographs, specifications and other information displayed on our website are accurate.

Product photographs may be supplied by manufacturers or third-party suppliers.

Minor variations in colour, packaging, labelling or appearance may occur where these do not materially change the nature or functionality of the product.

We are under a legal duty to supply goods that conform to the contract, including applicable requirements that goods are of satisfactory quality, fit for their intended purpose and as described.

If there is a material error in a product listing, we will take reasonable steps to correct it.

6. Health and Beauty Products

Certain products sold through Lustaria may be intended for cosmetic, beauty, grooming or personal-care purposes.

You should always:

• read product labels and instructions before use;

• follow any safety warnings supplied with the product;

• review ingredient information where relevant;

• carry out patch testing where recommended by the manufacturer; and

• discontinue use if you experience an adverse reaction.

Product information on the Lustaria website is provided for general information and is not intended to constitute medical advice, diagnosis or treatment.

Unless expressly stated otherwise and lawfully authorised, products sold by Lustaria should not be regarded as medicines or treatments for medical conditions.

If you have a medical condition, allergy, sensitivity or other concern about whether a product is suitable for you, you should seek appropriate professional advice before using it.

Nothing in this section excludes or limits our legal obligations concerning product safety or your statutory consumer rights.

7. Prices

All prices are displayed in pounds sterling (£) unless otherwise stated.

The price shown when you place your order will normally be the price charged.

Any mandatory charges that we are required to include in the price will be presented in accordance with applicable law. Delivery charges, where applicable, will be clearly disclosed before you complete your purchase.

We may change prices at any time, but this will not normally affect an order that we have already accepted.

Promotional or comparison prices displayed on our website are intended to represent genuine pricing information. We do not intentionally use artificial reference prices or misleading discount claims.

8. Pricing and Listing Errors

Despite our efforts, errors may occasionally occur in product descriptions, availability or pricing.

If we identify an obvious error before accepting your order, we may decline the order and notify you.

If payment has already been taken for an order that we do not accept, the relevant amount will be refunded.

Nothing in this section permits us to disregard a legally binding contract or your statutory rights where the law provides otherwise.

9. Placing an Order

When you submit an order, you are offering to purchase the products listed in your order.

An automated order confirmation acknowledges that we have received your order. It does not necessarily mean that your order has been accepted.

A contract between you and Lustaria will normally be formed when we confirm acceptance of your order, confirm that the order has entered fulfilment or dispatch the relevant goods.

We may decline an order before acceptance where, for example:

• the product is unavailable;

• payment cannot be authorised;

• we identify an obvious pricing or listing error;

• delivery to the requested location is unavailable;

• we reasonably suspect fraud or misuse; or

• we cannot lawfully supply the product.

If we cannot accept an order for which payment has already been taken, we will refund the appropriate amount.

10. Payment

Payment must be made using one of the payment methods offered at checkout.

Payments may be processed on our behalf by third-party payment providers.

We do not necessarily receive or store your complete card details.

You must ensure that you are authorised to use the payment method supplied when placing your order.

11. Delivery

Delivery information and estimated delivery periods will be displayed on our website, at checkout or in our Shipping Policy.

Because we use multiple fulfilment partners, delivery times may vary between products.

Unless a different delivery period has been agreed with you, we will comply with our legal obligations concerning the time within which goods must be delivered.

Estimated delivery dates are estimates unless we expressly agree that delivery by a particular date is essential or guaranteed.

If an order experiences a significant delay, please contact us so that we can investigate it.

Your statutory rights in relation to late or failed delivery are unaffected.

12. International and Third-Party Fulfilment

Some orders may be dispatched from suppliers or fulfilment centres located outside the United Kingdom.

The appearance of the shipping packaging, shipping label or fulfilment documentation may therefore differ between orders.

Unless we clearly inform you otherwise before purchase, you will not be required to pay undisclosed charges to us merely because we have chosen to use an international fulfilment partner.

Please contact us if a carrier unexpectedly requests additional payment in connection with an order.

13. Risk During Delivery

Responsibility for the goods remains with us as required by applicable consumer law while they are being delivered by a carrier arranged by us.

Risk normally passes to you when you, or a person identified by you to receive the goods, takes physical possession of them.

Different rules may apply where you independently arrange your own carrier rather than using a delivery option offered by us.

14. Your Right to Cancel

If you are a consumer purchasing online, you will generally have the right to cancel your order without giving a reason.

For most goods, the cancellation period ends 14 days after the day on which you, or someone nominated by you, receives the goods.

Where multiple products forming one order are delivered separately, the cancellation period may run from receipt of the final product where required by law.

To exercise your right to cancel, you must clearly inform us of your decision.

You do not have to provide a reason for exercising a statutory cancellation right.

15. Return of Cancelled Orders

Where you exercise your statutory right to cancel, goods must normally be returned without undue delay and no later than 14 days after you tell us that you are cancelling.

Please contact us before sending any product back.

Because Lustaria uses multiple fulfilment partners, the appropriate return destination may vary between products.

We will provide the relevant return instructions and return address where a return is required.

Do not return goods to our correspondence or business address unless we specifically instruct you to do so.

For ordinary change-of-mind cancellations, you will normally be responsible for the direct cost of returning the goods where we have informed you of this obligation as required by law.

We may choose to provide a prepaid return label or waive the requirement to return an item in certain circumstances.

16. Hygiene and Sealed Products

Certain sealed products may not be suitable for return for health protection or hygiene reasons once they have been unsealed after delivery.

Where the law permits, your statutory change-of-mind cancellation right may therefore cease once such a product has been unsealed.

This may apply to certain cosmetics, personal-care or hygiene products depending on the nature of the particular product and its packaging.

We will not rely on this exception where it does not legally apply.

This restriction relates only to change-of-mind cancellations. It does not remove your legal rights where a product is faulty, unsafe, damaged, not as described or otherwise fails to conform to the contract.

17. Refunds Following Cancellation

Where you validly exercise a statutory right to cancel, we will refund payments due to you in accordance with applicable consumer law.

Where required, this includes the cost of the least expensive standard delivery method offered by us.

Additional delivery costs resulting from your decision to choose a more expensive delivery method may not be refundable.

Where you are required to return goods, we may be entitled to wait until:

• we receive the goods back; or

• you provide evidence that you have returned them,

whichever occurs first.

Refunds will normally be made using the original payment method unless otherwise agreed.

We may be entitled to make a deduction where the value of returned goods has been reduced because they were handled beyond what was reasonably necessary to establish their nature, characteristics and functioning.

Further information is available in our Returns & Refund Policy.

18. Faulty, Damaged or Incorrect Products

Your rights when a product is faulty are separate from your right to change your mind.

Products supplied by Lustaria must comply with applicable consumer law.

If a product is:

• faulty;

• damaged;

• unsafe;

• materially different from its description;

• not fit for its intended purpose; or

• otherwise not in conformity with the contract,

please contact us as soon as reasonably possible.

Depending on the circumstances and applicable law, you may be entitled to a refund, repair, replacement, price reduction or other remedy.

UK consumers may have a short-term right to reject qualifying faulty goods within 30 days.

Where we require a faulty or non-conforming product to be returned, we will bear reasonable return costs where required by law.

We may, at our discretion, issue a refund or replacement without requiring the product to be physically returned.

Nothing in these Terms restricts your statutory rights.

19. Damaged Deliveries

If your parcel or product arrives visibly damaged, please contact us promptly.

Where reasonably possible, we may ask you to provide photographs of:

• the damaged product;

• its packaging; and

• any relevant shipping label.

This helps us investigate the issue with our fulfilment partner or carrier.

A request for photographs does not remove any statutory rights you may have.

20. Returns Authorisation

Customers should contact Lustaria before returning goods so that we can provide the correct return instructions.

Sending a product to an address not authorised by us may cause delays in processing the return.

Nothing in this clause prevents you exercising a statutory right or otherwise returning goods where the law entitles you to do so.

21. Product Availability

All products are subject to availability.

Availability information may be supplied by third-party fulfilment partners and can occasionally change before our systems are updated.

If a product becomes unavailable after you order it, we will contact you and, where appropriate, offer a refund or other reasonable alternative.

We will not substitute a materially different product without your agreement.

22. Promotions and Discount Codes

From time to time we may offer discount codes, promotions, bundles or other offers.

Unless otherwise stated:

• promotions cannot be exchanged for cash;

• discount codes may have expiry dates;

• codes may apply only to selected products;

• only one promotional code may be used per order; and

• promotions may be withdrawn or changed before an order is placed.

Any specific terms presented with a promotion will form part of the offer.

Nothing in this section permits misleading promotional practices or affects an order already accepted where the law prevents us from changing it.

23. Website Accounts

Where our website allows you to create an account, you are responsible for keeping your login credentials secure.

You must notify us if you reasonably believe your account has been accessed without authorisation.

We may suspend or terminate an account where we reasonably believe it is being used fraudulently, unlawfully or in breach of these Terms.

24. Acceptable Use

You must not use our website:

• for fraudulent or unlawful purposes;

• to attempt to gain unauthorised access to our systems;

• to introduce malicious code;

• to interfere with the operation or security of the website;

• to impersonate another person;

• to submit false payment information; or

• in any manner that infringes the rights of another person.

25. Reviews and User Content

Where customers are permitted to submit reviews or other content, that content must reflect genuine experiences and must not be unlawful, threatening, defamatory, fraudulent or deliberately misleading.

We may moderate content where reasonably necessary.

We will not knowingly create, commission or publish fake customer reviews or misleadingly present reviews as genuine consumer experiences.

26. Intellectual Property

The Lustaria name, branding, website content and other original materials created by us are owned by or licensed to Lustaria except where stated otherwise.

Product photographs, trademarks, product names and other materials supplied by manufacturers or third parties remain the intellectual property of their respective owners.

You may use our website for personal, non-commercial shopping purposes.

You must not reproduce, scrape, republish or commercially exploit our original website content without permission except where permitted by law.

27. Third-Party Services

Our website may use or link to services provided by third parties, including payment processors, delivery providers, fulfilment partners and other service providers.

We are not responsible for independent websites that we do not operate.

However, using a third party to perform part of our obligations does not automatically remove any responsibility that we have to you under consumer law.

28. Personal Information

Our collection and use of personal information is explained in our Privacy Policy.

To process and fulfil orders, it may be necessary to share relevant customer information with third parties such as:

• payment providers;

• suppliers;

• fulfilment partners;

• delivery companies; and

• customer-service or technology providers.

Only information reasonably necessary for the relevant purpose should be shared.

Please read our Privacy Policy for further information, including information about international transfers of personal data where applicable.

29. Our Liability

Nothing in these Terms excludes or limits liability where it would be unlawful to do so.

In particular, nothing in these Terms is intended to exclude or restrict liability for:

• death or personal injury caused by negligence;

• fraud or fraudulent misrepresentation;

• defective products where liability cannot lawfully be excluded;

• breach of your statutory consumer rights; or

• any other matter for which liability cannot legally be excluded or limited.

If you are purchasing as a consumer, we are responsible for losses that are a foreseeable consequence of our breach of these Terms or failure to use reasonable care and skill, subject to applicable law.

We are not responsible for losses that were not foreseeable when the contract was formed, except where the law provides otherwise.

Nothing in this section affects your statutory rights.

30. Events Outside Our Reasonable Control

We will not be responsible for delay or failure caused by circumstances genuinely outside our reasonable control to the extent permitted by law.

These circumstances may include severe disruption to transport networks, natural disasters, industrial action, major telecommunications failures or government restrictions.

Where such an event affects an order, we will take reasonable steps to minimise disruption and communicate with affected customers.

Your statutory rights, including rights relating to delayed delivery where applicable, remain unaffected.

31. Changes to These Terms

We may update these Terms from time to time, for example to reflect:

• changes in law;

• changes to our business;

• new services or website functionality; or

• changes to our fulfilment arrangements.

The Terms that applied when you placed an order will normally continue to govern that particular purchase.

The date at the top of this page indicates when these Terms were most recently updated.

32. Severability

If any provision of these Terms is found to be invalid, unlawful or unenforceable, the remaining provisions will continue to apply to the extent permitted by law.

33. No Waiver

If we do not immediately enforce a provision of these Terms, this does not necessarily mean that we have waived our right to enforce it later.

34. Governing Law and Disputes

These Terms are governed by the laws applicable to our business in England and Wales, subject to any mandatory consumer protections that apply to you.

If you are a consumer resident elsewhere in the United Kingdom, nothing in these Terms deprives you of mandatory protections available under the law applying to you.

We encourage customers to contact us first if they have a complaint so that we can try to resolve the issue.

Nothing in these Terms limits your right to bring proceedings in a court that has jurisdiction under applicable consumer law.

35. Contact Us

If you have questions about these Terms, an order, a return or a complaint, contact us.