Refund policy

We want you to be happy with your Lyquora tool. If something is wrong with your order, contact us at snader20087@gmail.com and we will make it right.

30-day window

You have 30 days from the day your order is delivered to contact us about a problem or request a return. Requests made after 30 days cannot be processed.

If your order arrives damaged or incorrect

Contact us within 30 days of delivery with:

  • Your order number
  • Clear photos of the item showing the problem
  • A photo of the shipping label

Once we have reviewed the photos:

  • Badly damaged item — full refund or a free replacement, your choice.
  • Partially damaged item — partial refund or a replacement.
  • Wrong item sent — full refund or a free replacement.
  • Item missing from your order — full refund for the missing item or a free replacement.

You do not need to return a damaged or incorrect item unless we specifically ask you to.

What is not covered

  • Minor cosmetic variation. Every stone is a natural material, cut and polished individually. Colour, veining, banding and translucency vary from piece to piece, and small surface marks are normal. These are not defects.
  • Small scratches or light surface marks that do not affect how the tool works.
  • Damage to the outer packaging only, where the tool itself is intact.
  • Damage caused after delivery — dropping the tool, thermal shock from extreme temperature changes, or use other than as intended. Natural stone is brittle and will break if dropped on a hard surface.
  • Shipping delays. We will help you trace a late parcel, but delays in transit or at customs are not grounds for a refund on their own.

Change of mind

If you simply no longer want the item, you may return it within 30 days of delivery provided it is unused, in its original packaging, and in resalable condition. You pay the return shipping. We refund the price of the item once we receive it and confirm its condition. Original shipping costs are not refunded.

Your right to cancel (customers in Norway and the EU/EEA)

If you live in Norway or the EU/EEA, you have a statutory right of withdrawal. You may cancel your order for any reason within 14 days of receiving it, without giving a reason. This right applies in addition to everything above and cannot be waived.

To use it, tell us in writing at snader20087@gmail.com within the 14-day period. You then have a further 14 days to send the item back. You pay the return shipping. We refund the full purchase price, including standard outbound shipping, within 14 days of receiving the returned item or proof that you have sent it.

Items returned used or damaged beyond what is necessary to establish their nature and characteristics may have their refund reduced accordingly.

Norwegian customers: this reflects your rights under angrerettloven.

How refunds are issued

Approved refunds are returned to your original payment method within 5–10 business days of approval. The exact timing depends on your bank or card issuer.

Cancelling before dispatch

Orders can be cancelled for a full refund any time before they ship. Contact us as soon as possible — most orders are sent to our fulfilment partner within 24 hours.

Contact

Email: snader20087@gmail.com
Store: lyquora.com

We aim to respond to every enquiry within two business days.