Refund policy

We want customers to receive the correct product in acceptable condition.

Please inspect your order immediately after delivery. If an item arrives damaged, defective, incomplete or different from the item ordered, contact Lumaza as soon as possible and provide:

• Your order number
• Clear photographs or video of the product
• Clear photographs of the external packaging
• A description of the issue

Return eligibility depends on the nature of the issue, product category, product condition and applicable consumer regulations.

Products submitted for return must normally be unused, complete and returned with their original packaging, accessories and labels, unless the return concerns a confirmed defect or incorrect item.

Certain products may not be eligible for return after opening or use for hygiene, health, safety or personalization reasons, where permitted by applicable regulations.

Do not return any product without receiving return instructions from Lumaza.

Once an approved return is received and inspected, we will inform you of the outcome. Approved refunds will be processed using the appropriate available method.

Shipping charges, return arrangements and refund timelines may vary depending on the reason for return and the fulfilment or courier process.

To request assistance, contact us through our Contact Us page and include your order number.