Returns & Refunds
Shop with confidence - we've got you covered
Quality Guaranteed
Every product is quality-checked before dispatch. If something goes wrong, we'll make it right.
✅ What's Covered
We offer full refunds or replacements in the following situations:
- Damaged items (broken, leaked, crushed packaging)
- Wrong product received
- Missing items from your order
- Product quality issues
- Package lost in transit (after 30 days with no tracking updates)
- Order significantly delayed beyond estimated delivery
- Product out of stock after ordering (full refund)
📦 How to Request a Refund
If you've received a damaged or incorrect product, follow these simple steps:
Document It
Take clear photos or videos of the damaged/incorrect item
Contact Us
Email lumiyahelp@gmail.com with your order number & evidence
Wait for Review
We'll review your claim within 2-3 business days
Get Resolved
Receive your refund or replacement - your choice
⚠️ Important: Please report any damage or issues within 7 days of receiving your order. Claims made after this period may not be eligible for a refund.
📎 What to Include in Your Claim
To help us process your claim quickly, please provide:
- Order Number - Found in your confirmation email (e.g., #LUM-12345)
- Photos/Videos - Clear images of the damaged item and packaging
- Description - Brief explanation of the issue
- Email Address - Same email used for the order
🚫 No Returns Required
Good news! In most cases, you do not need to return damaged or incorrect products. Simply provide photo/video evidence and we'll process your refund or replacement without requiring the item back.
This saves you time and shipping costs. In rare cases where a return is needed, we'll provide instructions and cover the return shipping.
📦 Lost Packages
If your tracking shows no updates for an extended period:
- After 15 days: Contact us to investigate the status
- After 30 days: Package considered lost - eligible for full refund or reshipment
- Tracking expired: Claims must be made within 180 days of dispatch
❌ Not Eligible for Refund
Unfortunately, we cannot offer refunds in these situations:
- Change of mind after order has been dispatched
- Incorrect shipping address provided by customer
- Package unclaimed or returned to sender
- Normal variations in product appearance
- Claims made after 7 days of delivery (or 30 days for lost packages)
💳 Refund Processing
Once your refund is approved, it will be processed within 3-5 business days. Depending on your payment method and bank, it may take an additional 5-10 business days to appear in your account.
Refunds are issued to the original payment method used for the order.