Legal
Refund & Returns Policy
Last updated: 1 January 2025
The 30-Day Hair & Skin Guarantee
Give LustraFlow a fair trial — most customers notice softer water within the first week and visible changes to hair and skin within three to four weeks. If you are not happy for any reason within 30 days of delivery, email us and we will refund your purchase price in full. You do not need to ship the showerhead back to us. We simply ask that you tell us what did not work so we can improve.
What is covered
The guarantee covers the showerhead and any filters included in your first order. It applies to your first order per household. Replacement filters purchased as part of an active Auto-Refill subscription are covered separately — see the subscription section below.
Shipping times
Orders are dispatched from our fulfilment partner within 1–2 business days. Standard tracked delivery to the United States takes 6–10 business days. You will receive a tracking link by email as soon as your parcel is handed to the carrier. Shipping is free on every order — there are no handling fees, no minimums and no surprises at checkout.
Damaged or faulty items
If your showerhead arrives cracked, leaking, or with a missing part, email support@lustraflow.com with a photo within 30 days. We will send a replacement at no cost and you keep the original — no return shipping required. Faults caused by misuse, such as cross-threading the fitting or overtightening without the supplied washer, are not covered, but we will still help you troubleshoot.
How to start a refund
Email support@lustraflow.com from the address you used at checkout, or reply to your order confirmation. Include your order number (it starts with LFL-) and a sentence about what went wrong. We reply within one business day and process approved refunds to your original payment method within 5–10 business days, depending on your bank.
Auto-Refill subscriptions
You can pause, skip, or cancel your refill subscription at any time from the Manage Subscription page — no phone call, no retention script, one click. Cancelling stops all future charges immediately; you keep any filters you have already paid for. If a refill charge was made in error, or you cancelled but were still billed, contact us and we will refund it in full.
Chargebacks
Please contact us before filing a chargeback with your bank. We resolve the overwhelming majority of issues within one business day, and a quick email is always faster than a dispute. Filing a chargeback for an order that was delivered and not reported as faulty may result in your account being blocked from future purchases.
Contact
Questions about a return or refund? Email support@lustraflow.com and a real person will get back to you within one business day.