Refund policy

Return & Refund Policy

Returns & Refunds for Lumora

At Lumora, customer satisfaction is important to us. If you are not completely satisfied with your purchase, we are here to help.

Please read our Return & Refund Policy carefully before placing an order.

1. Return Eligibility

Customers may request a return within 7 days of receiving their order.

To qualify for a return:

  • The item must be unused and in its original condition

  • The item must be returned in its original packaging

  • Proof of purchase or order confirmation must be provided

We reserve the right to decline returns that do not meet these conditions.

2. Damaged or Incorrect Items

If you receive:

  • a damaged item

  • a defective product

  • or the wrong product

please contact us within 48 hours of delivery.

To help us resolve the issue quickly, include:

  • your order number

  • clear photos of the item

  • photos of the packaging if applicable

Once approved, we may offer:

  • a replacement

  • store credit

  • or a full refund

depending on the situation.

3. Non-Returnable Items

For hygiene and safety reasons, certain items may not be eligible for return once opened or used.

We also do not accept returns for:

  • used items

  • sale items

  • gift cards

  • items damaged through misuse

4. Refund Process

Once your return has been received and inspected, we will notify you regarding the status of your refund.

Approved refunds will be processed back to the original payment method within 5–10 business days.

Please note:

  • Shipping fees are non-refundable

  • Processing times may vary depending on your bank or payment provider

5. Return Shipping

Customers may be responsible for return shipping costs unless:

  • the product arrived damaged

  • the wrong item was sent

  • or the item is defective

We recommend using a tracked courier service when returning products.

6. Order Cancellations

Orders may only be cancelled before they have been processed or shipped.

Once an order has been dispatched, cancellation requests may no longer be possible.

7. Delivery Timeframes

As some products are shipped directly from our suppliers, delivery times may vary.

Estimated delivery:
5–12 business days within South Africa.

Please note that unexpected courier delays may occasionally occur.

8. Contact Us

For return requests or refund assistance, please contact our support team:

Email: support@llumora.co.za

Our team will gladly assist you as quickly as possible.

Thank you for shopping with Lumora.