Refund policy

RETURN & REFUND POLICY
Last updated: June 2026

Overview

Your satisfaction means everything to us. If something isn't right with your order, we want to make it right. Please read this policy carefully before initiating a return so we can process your request as smoothly and quickly as possible.

1. Return Eligibility

We accept returns on eligible items within 14 days of the delivery date as confirmed by your tracking information.

To qualify for a return, your item must meet all of the following conditions:

  • The item is in its original, unused condition
  • The item shows no signs of wear, damage, or alteration
  • The item is returned in its original packaging, including any pouches, boxes, or protective materials
  • The return is requested within 14 days of the confirmed delivery date

Items that do not meet these conditions will not be accepted and will be returned to the sender.

2. Non-Returnable Items

The following items are not eligible for return or refund under any circumstances:

  • Personalized or custom items — any item made to order or engraved specifically for you
  • Final sale items — any item purchased during a clearance or final sale event
  • Items returned after 14 days of the confirmed delivery date
  • Items showing signs of wear, damage, or alteration not caused by Lumiana

If you are unsure whether your item qualifies for a return, please contact us at lumiana@outlook before sending anything back.

3. How to Initiate a Return

To start a return, please follow these steps:

  1. Email us at lumiana@outlook with the subject line: Return Request – [Your Order Number]
  2. Include your full name, order number, the item(s) you wish to return, and the reason for your return
  3. Our team will respond within 48 business hours with return instructions and the return address
  4. Securely package your item(s) and ship them back using a tracked shipping service
  5. Email us your return tracking number so we can monitor the shipment

Do not send items back without first receiving confirmation and return instructions from our team. Unauthorised returns may not be processed.

4. Return Shipping Costs

Return shipping costs are the responsibility of the customer, except in cases where the item arrived damaged, defective, or not as described.

In those cases, Lumiana will cover the cost of return shipping in full. We will provide you with a prepaid return label or reimburse the shipping cost upon confirmation of the issue.

We strongly recommend using a tracked and insured shipping service for your return. Lumiana is not responsible for items lost or damaged in transit during the return process.

5. Refunds

Once your return has been received and inspected by our team, we will notify you via email of the outcome. If your return is approved, your refund will be processed within 14 days of receipt and applied to your original payment method.

Please be aware that your bank or payment provider may take additional time to post the refund to your account. This is outside of our control.

Original shipping costs are non-refundable unless the return is due to our error (damaged, defective, or incorrect item).

6. Exchanges

We do not currently offer direct exchanges. If you would like a different item, size, or variant, please return your original item following the process above and place a new order separately.

If your return is approved, your refund will be issued and you are welcome to use those funds toward a new purchase.

7. Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or if you received the wrong item, please contact us within 7 days of delivery at lumiana@outlook with:

  • Your order number
  • A clear photo of the item received
  • A clear photo of the packaging it arrived in

We will review your case promptly and, where the issue is confirmed, will send a replacement or issue a full refund at no cost to you. We may ask you to return the original item using a prepaid label we provide.

Claims submitted after 7 days of the confirmed delivery date may not be eligible for resolution.

8. Late or Missing Refunds

If you have not received your refund after 14 business days of our approval email, please take the following steps:

  1. Check your bank account or payment method again
  2. Contact your bank or card provider, as processing times can vary
  3. If you have completed the above steps and still have not received your refund, contact us at lumiana@outlook and we will investigate immediately

9. Cancellations

Orders can only be cancelled before they have been dispatched. If you need to cancel your order, please contact us at lumiana@outlook as soon as possible with your order number.

Once an order has been shipped, it can no longer be cancelled. In that case, you are welcome to return the item once it has been delivered, in accordance with this policy.

10. Contact Us

If you have any questions about a return, refund, or this policy, our team is happy to help.

📧 Email: lumiana@outlook
🕐 Response Time: Within 24–48 business hours