This policy applies to every order placed on luqua.life. It sits alongside our Terms of Service.
Shipping
Delivery is free on every order, worldwide. The price you see on the product page is the price you pay. Taxes and duties are already included, so nothing is added at checkout and nothing is collected on delivery.
All orders are dispatched from Malaysia. Once your parcel leaves us you will receive a shipping confirmation by email with a tracking number. Delivery estimates for your country are shown at checkout before you pay.
We are not able to redirect a parcel once it has been dispatched. Please check your delivery address carefully before completing your order. If you spot a mistake, contact us straight away at [email protected] and we will correct it if the order has not yet shipped.
Returns
If your order arrives wrong or damaged, we will put it right. If you receive the wrong item, a short shipment, or a box damaged in transit, that is our problem to fix and we will fix it.
How to report a wrong or damaged order
Contact us within 14 days of delivery at [email protected] or on WhatsApp, and include:
- Your order number
- A photo of the item you received
- A photo of the outer packaging, if the damage happened in transit
If you would like to return something, please contact us first. We will look into it with you and send you the instructions.
If your order does not arrive
If tracking shows your parcel as delivered but you do not have it, or if it stops moving for an extended period, contact us and we will open an investigation with the carrier and resolve it with you.
Cancelling an order
If you need to cancel, email [email protected] or message us on WhatsApp as soon as possible. We can cancel and refund in full at any point before the order is dispatched. Once it has shipped, the returns position above applies.
Your statutory rights
Nothing in this policy limits your rights under the Consumer Protection Act 1999 (Malaysia) or under the consumer law of your own country, including any statutory right to a remedy for goods that are not of acceptable quality. Where the law of your country gives you greater rights than this policy, those rights apply.
Contact
Email [email protected], or use the form on our contact page. We answer every day.
PlantBio Research Sdn. Bhd. (199201001095 / 232599-X)
No. 14, Lorong PK 4, Jalan Stesen Perusahaan Kamunting, 34600 Kamunting, Perak, Malaysia