Refund policy
At Lüma Aura, your satisfaction is our priority. If for any reason you are not completely happy with your purchase, please review the policy below to understand how returns, refunds, and cancellations are handled.
30-Day Return & Refund Window
You may request a return or refund within 30 days of receiving your item. If you believe your product is damaged, defective, or incorrect, please contact us immediately at lumaaurasupp@gmail.com so we can resolve the issue as quickly as possible.
Return Conditions
To ensure your return is eligible for approval, please make sure the following conditions are met:
- Products must be returned in their original packaging with all plastic wraps, seals, and/or tamper-proof elements intact.
- We may request clear photographs as proof of the product’s condition before authorizing a return.
- If the returned item is opened, damaged, used, or otherwise not in resellable condition, we will be unable to process a refund.
Return Shipping Fees
The cost of returning an item is the responsibility of the customer. You must arrange return shipping and ensure the item is securely packaged.
We strongly recommend using a trackable shipping method, as we cannot be held responsible for lost or undelivered return packages.
Once the returned item is received and confirmed to be in its original condition, your refund will be processed.
Refunds
- Once your return has been received and inspected, we will notify you via email regarding approval or rejection of your refund.
- If approved, your refund will be issued to your original payment method within 1–5 business days (depending on your bank or card provider).
- If your return does not meet the conditions outlined above, the item may be shipped back to you upon request.
- Only the cost of the product will be refunded. Original shipping fees (if applicable) are non-refundable.
Order Cancellations
We understand that plans can change. Orders may be cancelled within 24 hours of purchase by contacting lumaaurasupp@gmail.com
After 24 hours, orders are typically already processed and dispatched. At this stage, cancellation may not be possible. If you still wish to proceed, please wait for delivery and follow the return process outlined above.
Damaged or Defective Items
If your item arrives damaged or defective, please notify us immediately and provide clear photos of the issue.
We will offer one of the following solutions:
1- A replacement item at no additional cost.
2- A full refund to your original payment method.
Our goal is to resolve such matters quickly and fairly so you can shop with confidence.
Chargebacks & Returns Policy
We kindly request that customers contact us first if any issues arise. We are committed to finding a fair solution, whether that means a replacement, refund, or store credit.
To ensure a smooth and transparent process:
- All return or refund requests must be initiated via lumaaurasupp@gmail.com within the 30-day window.
- If a chargeback or payment dispute is filed before contacting us and completing our return process (including the 30-day policy), the return request may be considered invalid.
- Initiating a chargeback without first contacting our support team may result in ineligibility for refunds or replacements.
We believe in resolving concerns with care and fairness, and we encourage customers to allow us the opportunity to assist before escalating the matter.
Final Note
Our commitment extends beyond providing high-quality products, we are equally committed to reliable customer support. If you have any questions about this policy or need assistance with your order, please contact us at lumaaurasupp@gmail.com