Refund policy

Return and Refund Policy

At Lumiora, your satisfaction is our top priority. We are proud to offer a 30-day money-back guarantee to ensure you are completely happy with your purchase. If you are not satisfied for any reason, we are here to help!

30-Day Money-Back Guarantee

If you are not fully satisfied with your order, you can request a refund or exchange within 30 days of receiving your item. To qualify for a return or refund:

  • Items must be unused, in their original condition, and in their original packaging.
  • Returns must be approved by our customer support team before shipping back the item.

How to Request a Return or Refund:

  1. Contact our customer support team at support@lumiora.us within 30 days of receiving your item.
  2. Include your order number, a brief explanation of your request, and any relevant photos (if applicable).
  3. Our team will review your request and provide further instructions.

Once we receive your returned item and verify its condition, we will process your refund or exchange. Please allow up to 15 business days for processing.

Damages and Issues

Please inspect your order upon delivery. If your item is defective, damaged, or incorrect, contact us immediately at support@lumiora.us to evaluate the issue and arrange for a replacement or refund.

Lost or Stolen Packages

Lumiora is not responsible for lost or stolen packages confirmed as delivered to the address provided during checkout. Upon inquiry, we will confirm delivery details (address, date, tracking information, and shipping carrier) to assist you in your investigation.

Exceptions / Non-Returnable Items

Certain items are not eligible for returns, including:

  • Custom products or personalized products
  • Gift cards

If you are unsure about the return eligibility of an item, please contact us.

European Union 14-Day Cooling-Off Period

If your order is being shipped to the European Union, you are entitled to cancel or return your order within 14 days of receiving it for any reason. Items must be unused, in their original packaging, and include the receipt or proof of purchase.

Refunds

Refunds will be issued to the original payment method. While we prioritize your satisfaction, the following terms apply:

  • Refunds are provided for defective, damaged, or incorrect items, and for returns under our 30-day money-back guarantee.
  • Return shipping costs are the responsibility of the customer unless the return is due to a defect or our error.

We appreciate your understanding as we strive to deliver excellent service while offering free shipping on all U.S. orders.

For further assistance, don’t hesitate to reach out to us at support@lumiora.us.