Refund policy

At At lumoira.co we cherish the trust that every purchase meets your expectations. But we understand that there may be times when you are not completely satisfied. That is why at lumoira.co we have designed a return policy that is simple and prioritizes your satisfaction.

Refunds

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

Conditions for returns:

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

Return process:

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

Exceptions:

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

Defective or confirmed products:

If the product is received defective or damaged, please contact us immediately via support@lumoira.co with photos of the product. We will immediately send you a free replacement. Defects to the box do not count, as we have no control over that.

Refund process:

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

You have the option within 30 days to exchange your item for another item of equal value or for the same item.

Registration for 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 can inform us in advance about your cancellation.

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 shipping 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 the return shipment to our central warehouse in Asia.

By purchasing a product, you accept these terms.

Contact details:

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

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