Returns & Refunds
At Lumora, we aim to make every purchase clear and reliable. Please review the conditions below and our official Refund & Returns Policy.
Change-of-mind returns
Lumora does not offer voluntary returns, exchanges, or refunds solely because a customer changes their mind, purchases a similar item elsewhere, no longer needs a watch, or prefers another style, model, or color.
This does not remove mandatory consumer rights or return conditions communicated and applicable at the time of purchase.
Damaged, defective, or incorrect products
If your order arrives damaged, defective, incorrect, or materially different from its description, contact support@lumoraglows.com with your order number, a description of the issue, and clear photographs or videos where reasonably available.
We recommend contacting us within 7 days of delivery whenever possible. This is not a limit on your statutory rights. Depending on the circumstances and applicable law, we may provide a repair, replacement, reshipment, partial refund, or full refund. Where legally required, Lumora covers the relevant return or replacement shipping costs.
Shipping and delivery estimates
- Standard Shipping (FREE): estimated 7–14 business days.
- Express Shipping: estimated 5–10 business days for eligible destinations, with the additional fee shown at checkout.
Orders are generally processed within 1–3 business days after payment confirmation. Delivery estimates for both options begin when the tracking number is emailed following actual dispatch. Processing time is separate from delivery time. Any more specific delivery commitment communicated at checkout remains applicable.
Delivery within the communicated timeframe
An order delivered within the timeframe applicable to the selected shipping service is considered on time for Lumora's voluntary shipping policies. No longer needing the order does not independently entitle a customer to a voluntary refund. This does not override contractual terms applicable at purchase or statutory consumer rights.
Discretionary exchanges
Exchanges requested solely due to preference are not guaranteed and may be considered individually, subject to eligibility and availability. If approved, a USD $15 fee per item and applicable return shipping may apply, with charges disclosed before approval. These discretionary fees do not apply to legally required remedies for defective, damaged, or incorrect products.
Promotions and gifts
If a refund is approved or legally required for a promotional purchase, the refund reflects amounts actually paid and appropriately allocated discounts. Where permitted by law, complimentary gifts associated with a fully refunded order may also need to be returned.
Lost or incorrectly delivered orders
Please contact us if tracking stops, your order appears lost, or you believe it was delivered incorrectly. We will investigate with the carrier and offer any appropriate or legally required remedy. Read our Shipping & Delivery information for details.
Refund processing
Approved refunds are normally issued to the original payment method. Discretionary refunds are generally processed within 10 business days after approval; refunds required by law follow the applicable legal timeframe. Your bank or payment provider may take additional time to reflect a refund.
International consumer rights
European Union: Eligible distance purchases generally carry a statutory 14-day withdrawal right after delivery, subject to legal exceptions.
United Kingdom: Eligible distance purchases retain the relevant statutory cancellation rights, including the applicable 14-day cancellation period after delivery.
Australia: Customers retain the guarantees and remedies applicable under the Australian Consumer Law.
Other mandatory local consumer protection rights also remain unaffected. If you have a statutory cancellation or withdrawal right, contact us for instructions on exercising it. Policies are not applied retroactively to remove return rights offered when an order was placed.
Need help?
Lumora Customer Support: support@lumoraglows.com. We aim to respond within 1 business day.