Refund policy

At lumoira.co, we cherish the confidence that every purchase meets your expectations. However, we understand that there may be times when you are not completely satisfied. That is why lumoira.co has designed a return policy that is simple and puts your satisfaction first.

Refunds

You have the right to return a product within 30 days of receiving your order without giving a reason. The 30-day period begins on the day after you receive the product. After receiving and inspecting the goods, we will refund the purchase amount as soon as possible, but no later than within 10 days, via the payment method you originally used.

Return conditions:

The product must be unused and in its original condition.
The original packaging must be intact.
For clothing, labels must not have been removed.
Free/promotional items are not eligible for cash refunds. If the above return conditions have been met and the return has been approved, you will receive a voucher.

Return process:

If you wish to return a product, please email support@lumoira.co with your order details and information about the product you wish to return.
If your return is accepted, we will send you instructions on how and where to send your package.
Customers are responsible for the return shipping costs and must arrange their own return shipping label.
Pack the product securely together with the return label.
Send the package to the return address specified in the instructions.

Exceptions:

Custom-made or personalized products cannot be returned unless there is a defect or an error on our part.

Defective or damaged products:

If the product arrives defective or damaged, please contact us immediately at support@lumoira.co with photos of the product. We will immediately send you a free replacement. Damage to the box does not count, as this is beyond our control.

Refund process:

After receiving and inspecting the returned product, the full amount will be refunded to your account within 30 days via the payment method you originally used.

Within 30 days, you have the option to exchange your item for another item of equal value or for the same item.

Tracking shipments in transit

Our goods are shipped from Asia, so there may be longer transit times over which we have no control. If the goods are already on their way to you, cancellation is not possible. Please wait until you have received the goods and then send them back to us. Of course, you may inform us of your cancellation in advance.

To process your return as quickly as possible, we ask you to send us a shipping confirmation.

Return costs:

As stated in our terms and on the website, Lumoira does not offer free returns. Therefore, return costs are the responsibility of the customer. Our company is based in Hong Kong, and orders are shipped from Asia to the customer. If a product needs to be returned, the customer must arrange for the return shipment to our central warehouse in Asia.

By purchasing a product, you accept these terms.

Contact details:

If you have any questions about our return policy, please contact us at support@lumoira.co .

This return policy is effective as of May 25, 2024, and was last updated on February 3, 2024