Refund & Returns Policy

At Lumora, we are committed to providing high-quality timepieces, transparent shopping conditions, and reliable customer service. Please carefully review our Refund & Returns Policy before completing your purchase.

1. General Return Policy

Lumora does not offer voluntary returns, exchanges, or refunds solely due to a change of mind, personal preference, or circumstances unrelated to product quality or order fulfillment.

This includes, but is not limited to:

• Changing your mind after placing an order.

• Purchasing a similar product from another retailer.

• No longer needing the purchased item.

• Preferring a different model, style, or color.

• No longer requiring the product for a particular occasion.

• Receiving an order within the communicated delivery timeframe but deciding not to keep it.

These conditions do not override mandatory consumer protection rights or return terms communicated and applicable at the time of purchase.

2. Damaged, Defective, or Incorrect Products

If your order arrives damaged, defective, incorrect, or materially different from its description, please contact our customer support team.

We recommend reporting any issues within 7 days of delivery whenever reasonably possible.

Please provide:

• Your order number.

• A detailed description of the issue.

• Clear photographs or videos of the product, when reasonably available.

After reviewing your request, Lumora will determine the appropriate resolution, which may include:

• Product replacement.

• Repair.

• Reshipment.

• Partial refund.

• Full refund.

The appropriate resolution will depend on the circumstances and applicable consumer protection laws.

Where Lumora is responsible for a damaged, defective, or incorrectly supplied product, any legally required return or replacement shipping costs will be covered by Lumora.

The recommended reporting period does not limit your statutory consumer rights.

3. Shipping and Delivery Conditions

Lumora offers two shipping options for eligible destinations:

Standard Shipping — FREE

Estimated delivery: 7–14 business days.

Express Shipping

Estimated delivery: 5–10 business days.

Express Shipping is available for selected destinations at an additional cost displayed during checkout.

Orders are generally processed within 1–3 business days after payment confirmation.

All estimated delivery timeframes begin on the date your tracking number is sent to your email following shipment dispatch, not on the date your order is placed.

The order processing period is separate from the estimated delivery timeframe.

Business days exclude weekends and applicable public holidays.

Any specific delivery commitment communicated during checkout remains applicable.

4. Orders Delivered Within the Communicated Timeframe

An order delivered within the applicable delivery timeframe is considered delivered on time for purposes of Lumora's voluntary shipping policies.

A customer's change in circumstances, purchase of an alternative product, or decision that the product is no longer needed does not independently qualify the order for a voluntary refund.

These conditions do not override statutory consumer rights or any return terms applicable at the time of purchase.

5. Express Shipping Conditions

Express Shipping provides an estimated delivery timeframe of 5–10 business days, beginning when the tracking number is emailed to the customer following shipment dispatch.

The initial order processing period of 1–3 business days is separate from this delivery estimate.

When Express Shipping is provided as represented, its additional fee is not voluntarily refundable solely because the customer changes their mind, purchases an alternative product, or no longer needs the order.

If Express Shipping is not provided as represented, customers may contact Lumora so we can investigate and provide an appropriate resolution in accordance with applicable law.

6. Exchanges

Exchanges requested solely due to personal preference, including changes in model, style, or color, are not automatically guaranteed.

Lumora may consider discretionary exchange requests on a case-by-case basis, subject to product eligibility and availability.

If a discretionary exchange is approved, a USD $15 exchange fee per item and applicable return shipping costs may apply. Any charges will be disclosed before approval.

No discretionary exchange fee will apply when Lumora is legally required to provide a remedy for a defective, damaged, or incorrect product.

7. Promotional Purchases and Complimentary Gifts

Orders placed using promotional discounts, bundle offers, or complimentary gifts remain subject to this policy.

When a refund is approved or required by law, the amount refunded will reflect the amount actually paid, taking applicable promotional discounts into account.

Where permitted by law, complimentary promotional products may need to be returned if the associated purchase is fully refunded.

8. Lost or Undelivered Packages

If your package appears lost, significantly delayed, or incorrectly delivered, please contact our customer support team.

We will investigate the situation using available tracking information and coordinate with the shipping provider where necessary.

Confirmed shipping failures will be resolved through an appropriate remedy, including replacement or refund, in accordance with applicable consumer protection laws.

A carrier's delivery confirmation does not automatically eliminate a customer's right to report an incorrectly delivered package.

9. Incorrect Shipping Information

Customers are responsible for providing accurate and complete shipping information during checkout.

If you notice an error, please contact us immediately.

Lumora will make reasonable efforts to correct delivery information before dispatch, but address changes cannot be guaranteed once an order has shipped.

Additional expenses caused by incorrect customer-provided information may apply where legally permitted.

10. 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 applicable law will be processed within the legally required timeframe.

Additional bank or payment provider processing time may apply.

11. International Consumer Rights

Nothing in this policy excludes, restricts, or overrides mandatory consumer protection rights under applicable law.

European Union: Eligible online purchases generally qualify for a statutory 14-day withdrawal period after delivery, subject to applicable legal exceptions.

United Kingdom: Eligible distance purchases remain subject to statutory cancellation rights, including the relevant 14-day cancellation period after delivery.

Australia: Customers retain all applicable guarantees and remedies under the Australian Consumer Law.

Other Locations: Lumora respects mandatory consumer protection rights applicable to each purchase.

Where statutory withdrawal or cancellation rights apply, customers may contact us to exercise those rights. We will provide return instructions and process any required reimbursement according to applicable law.

12. Previously Placed Orders

Orders remain subject to the return and refund conditions communicated and applicable at the time of purchase.

Any changes to Lumora's policies will not be applied retroactively to remove return rights previously offered to customers.

13. Contact Information

For assistance with orders, shipping, exchanges, returns, or refunds, please contact:

Lumora Customer Support

Email: support@lumoraglows.com

Website: https://lumoraglows.com

We aim to respond to customer inquiries within 1 business day.

Thank you for choosing Lumora.