Refund policy
REFUND POLICY
30-DAY RETURN POLICY
We want you to feel confident when shopping with Lumora.
You may request a return within 30 days of receiving your order, subject to the conditions outlined in this policy.
To be eligible for a return, your item must be:
- Unworn
- Unused
- Undamaged
- In the same condition in which it was received
- Returned in its original packaging
- Returned with all accessories, components, and items originally included
You will also need your order number, receipt, or other proof of purchase.
To request a return, please contact:
support@lumoraglows.com
Returns must be approved before being shipped back.
Items returned without first contacting us and receiving return instructions may not be accepted.
If your return is approved, we will provide instructions explaining how and where to send your package.
Unless the return is required because the product arrived damaged, defective, incorrect, or was otherwise incorrectly fulfilled by Lumora, return shipping costs are the responsibility of the customer.
DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
Please inspect your order as soon as it is delivered.
If you receive an item that is:
- Damaged
- Defective
- The wrong product
- The wrong model, color, or variation due to an error on our part
- Materially different from what you ordered
please contact us within 7 days of delivery whenever reasonably possible.
Contact:
support@lumoraglows.com
Please include:
- Your order number
- A description of the issue
- Clear photographs or videos showing the problem
Reporting an issue promptly allows us to assess whether the problem resulted from product quality, shipping damage, or another cause and helps us resolve the matter as efficiently as possible.
After reviewing the case, we may provide an appropriate resolution, including:
- A free replacement
- A reshipment
- A full refund
- A partial refund
If we confirm that the problem was caused by a product defect, shipping damage, or an error on our part, the customer will not be responsible for the exchange fee or applicable return shipping costs related to resolving the issue.
Nothing in this policy limits any mandatory consumer rights available under applicable law.
30-DAY RETURNS VS. PRODUCT ISSUES
Our 30-day return period and our process for reporting damaged, defective, or incorrect items are separate.
The 30-day return period allows eligible customers to request a return within 30 days of receiving their order, provided the product meets the return conditions described in this policy.
Customers who receive a damaged, defective, or incorrect item should contact us as soon as possible and preferably within 7 days of delivery so that we can properly investigate the issue.
The 7-day reporting period is intended to help us assess product and delivery-related issues promptly and does not limit any mandatory rights provided by applicable consumer protection law.
INCORRECT PRODUCT SELECTION
Customers are responsible for reviewing their order details before completing their purchase.
This includes reviewing:
- Product
- Model
- Color
- Style
- Size
- Variation
- Quantity
If you accidentally order the wrong model, color, size, style, or other product variation and Lumora ships the product according to your confirmed order, the item will not be considered defective or incorrectly fulfilled.
You may still request a return within the 30-day return period, provided the item meets all return eligibility requirements.
Applicable return shipping costs will be the customer's responsibility.
EXCHANGES
If you would like to exchange an eligible product for another model, color, style, size, or variation, please contact:
support@lumoraglows.com
Exchange requests are subject to:
- Product availability
- Return eligibility requirements
- Approval by our customer support team
A USD $15 exchange fee per item applies to exchanges requested due to customer preference.
Customers are also responsible for any applicable return shipping costs associated with a customer-requested exchange.
If the replacement item has a higher price, the customer will be responsible for paying the difference.
If the replacement item has a lower price, any applicable difference will be handled according to our refund procedures.
The USD $15 exchange fee and applicable return shipping costs will not apply when the exchange is necessary because:
- Lumora sent the wrong item
- The product arrived damaged
- The product arrived defective
- The order was otherwise incorrectly fulfilled by Lumora
In these cases, we will provide an appropriate resolution at no additional exchange cost to the customer.
PROMOTIONAL ORDERS
Orders placed as part of promotional offers, including:
- Buy 2, Get 1 Free
- Buy 3, Get 2 Free
are eligible for returns subject to this policy.
However, refunds for promotional orders are calculated based on the actual promotional value attributed to each item.
Promotional discounts may be distributed across all qualifying products included in the promotion.
If you return only part of a promotional order, the refund will be based on the promotional value allocated to the returned item or items rather than the full regular retail price.
For example:
For a Buy 2, Get 1 Free promotion, the total promotional value may be allocated across all three qualifying items.
For a Buy 3, Get 2 Free promotion, the promotional value may be allocated across all five qualifying items.
This ensures that promotional discounts are applied fairly and prevents misuse of promotional offers through partial returns.
If an entire eligible promotional order is returned and approved, the total refund will not exceed the amount actually paid for the qualifying products.
LOST PACKAGES
If your package appears to have been lost while in transit, please contact:
support@lumoraglows.com
We will review the available tracking information and, when necessary, work with the applicable carrier or logistics provider to determine the shipment status.
If the carrier confirms that the package has been lost during transportation, Lumora may provide:
- A replacement shipment
- A reshipment
- A refund
depending on the circumstances of the case.
Confirmed lost-package cases will be handled as efficiently as reasonably possible.
PACKAGES MARKED AS DELIVERED
If tracking information indicates that your package was delivered but you cannot locate it, please first:
- Check around the delivery location
- Check with members of your household
- Check with neighbors
- Check with building staff, reception, or mailroom personnel where applicable
- Contact the applicable local carrier
Once a carrier marks a shipment as delivered to the address provided at checkout, Lumora cannot automatically classify the package as lost.
If you believe the package was delivered incorrectly, please contact:
support@lumoraglows.com
We will assist you in reviewing the available shipping information.
INCORRECT OR INCOMPLETE ADDRESS
Customers are responsible for providing a complete and accurate shipping address at checkout.
If you notice an address error, please contact:
support@lumoraglows.com
as soon as possible.
If the order has not yet been processed or dispatched, we will make reasonable efforts to correct the address.
However, address changes cannot be guaranteed.
Once an order has shipped, Lumora may no longer be able to modify or redirect the delivery address.
Lumora is not responsible for delivery problems caused by an incorrect, incomplete, outdated, or inaccessible address provided by the customer.
If a package is returned because of an address error provided by the customer, additional shipping costs may apply before the order can be resent.
NON-RETURNABLE ITEMS
We may refuse returns of products that show signs of:
- Wear
- Use
- Scratches caused after delivery
- Physical damage caused after delivery
- Modification
- Alteration
- Missing accessories or components
- Missing original packaging
- Improper handling
- Damage unrelated to manufacturing or shipping
Products specifically identified as Final Sale at the time of purchase may also be non-returnable, except where otherwise required by applicable law or where the item arrives damaged, defective, or incorrect.
Please contact us before returning any product if you are unsure whether it qualifies.
REFUNDS
Once we receive and inspect your return, we will notify you whether the refund has been approved.
If approved, the refund will be issued to your original payment method.
Please allow up to 10 business days after approval for the refund to be processed.
Your bank, credit card provider, or payment processor may require additional time before the funds appear in your account.
If more than 15 business days have passed since your refund was approved and you still have not received it, please contact:
support@lumoraglows.com
Refunds cannot exceed the amount originally paid for the returned product or products.
EUROPEAN UNION — 14-DAY COOLING-OFF PERIOD
Where applicable, customers receiving products in the European Union may have the legal right to cancel or return an eligible order within 14 days of receiving it, without providing a reason.
Mandatory consumer rights provided by applicable law remain unaffected by this policy.
Unless an exception provided by law applies, returned products should be unworn, unused, and returned with their original packaging and included components.
Nothing in this policy is intended to restrict any mandatory consumer rights available under applicable law.
CONTACT US
For questions regarding returns, refunds, exchanges, damaged products, defective products, incorrect orders, or delivery issues, please contact:
Lumora Customer Support
support@lumoraglows.com
Business Address:
2335 E. Atlantic Blvd., Ste 200
Pompano Beach, FL 33062
United States