Refund policy

Return & Refund Policy

Thank you for shopping at LUMORA. We take pride in delivering high-quality home hygiene products. Please read our policy carefully regarding returns, replacements, and refunds.

1. Final Sale & Return Window

  • We offer a 14-day return window from the date your tracking status shows "Delivered."

  • To be eligible for a return, items must be unopened, unused, in original packaging, and with all protective seals intact.

  • Due to strict hygiene and health safety regulations, opened or used hygiene products CANNOT be returned or refunded.

2. Return Shipping Costs & Fees

  • Customer Responsibility: The customer is strictly responsible for paying all return shipping costs. Return shipping costs are non-refundable.

  • Restocking Fee: All approved non-defective returns are subject to a 15% restocking fee to cover handling and processing expenses.

  • Trackable Shipping Required: Returns must be sent using a trackable shipping service with a valid tracking number. We are not responsible for lost or unreceived return shipments.

3. Damaged or Defective Items (Protected by Supplier)

If your product arrives broken or non-functional:

  1. Contact us within 48 hours of delivery at support@lumora.com (replace with your email).

  2. You must provide video and clear photos showing the defect or damage, along with the shipping label.

  3. Once verified, we will issue a free replacement unit immediately. Refunds for damaged items will only be processed if a replacement cannot be provided.

4. Non-Refundable Situations

We do NOT issue refunds under the following circumstances:

  • Incorrect Address: Orders shipped to an incorrect or incomplete address provided by the customer.

  • Delays Outside Our Control: Minor shipping delays caused by customs, weather, or carrier backlogs.

  • Refused Deliveries: Packages refused upon delivery or uncollected from the local post office.

  • Buyer’s Remorse: Opened items returned simply because the customer changed their mind.

5. Refund Process

  • Once your return is received and inspected, we will notify you of the approval or rejection.

  • Approved refunds will be credited to your original payment method within 5–10 business days, minus shipping fees and any applicable restocking fees.