RETURN & REFUND POLICY

Your satisfaction is our priority. If you’re not completely happy with your purchase, we’re here to help.

30-DAY RETURN WINDOW
You have 30 days from the date of delivery to initiate a return for a refund or exchange.

ELIGIBILITY
To be eligible for a return, items must be:
– Unused and in original condition
– In original packaging
– Accompanied by proof of purchase

REFUND & RETURN PROCESS

1. CONTACT US FIRST
Before returning any item, email us at [email protected] with:
– Your order number
– Photos/videos of the issue (if damaged or incorrect item)
– Description of the problem

We can often resolve issues without requiring a return shipment.

2. REFUND OPTIONS
Depending on the issue, we offer:
– Full refund to your original payment method
– Partial refund (for minor issues)
– Replacement item
– Store credit

3. INTERNATIONAL RETURNS
Returns must be shipped to:

Lumora
1523 Greenbay Eco Estate
Somerset West, Cape Town, 7130
South Africa

Please note: Customers are responsible for return shipping costs unless the item is defective or we made an error. We recommend using a trackable shipping service.

SPECIFIC SITUATIONS

DAMAGED ITEMS
If you receive a damaged item:
– Contact us within 48 hours of delivery
– Provide photos or video clearly showing the damage
– We’ll arrange a full refund or replacement

INCORRECT OR MISSING ITEMS
If you receive the wrong item or parts are missing:
– Contact us immediately with photos
– We’ll send the correct item or missing parts at no cost
– Full refund available if preferred

DELAYED ORDERS
If your order hasn’t arrived within the estimated delivery timeframe (8-14 business days):
– Contact us after 30 days from ship date
– We’ll investigate with our shipping partner
– Full refund or replacement if package is confirmed lost

ORDERS NOT RECEIVED
If tracking shows “delivered” but you didn’t receive your package:
– Contact us within 7 days
– Check with neighbors and building management
– Provide a non-delivery statement from your local post office if requested

REFUSED OR UNCLAIMED PACKAGES
If you refuse delivery or don’t collect your package from the post office:
– No refund will be issued
– Package will be returned to sender
– Reshipping fees will apply if you want the item resent

REFUND PROCESSING
Once we approve your return or refund request, refunds will be processed within 5-7 business days to your original payment method.

NON-RETURNABLE ITEMS
For hygiene and safety reasons, certain items may not be eligible for return. Contact us if you have questions about specific products.

ORDER CANCELLATIONS
You can cancel your order for a full refund before it ships (typically within 1-3 business days of ordering). Once shipped, standard return policies apply.

CONTACT US
For return inquiries: [email protected]

Lumora – Returns Department
1523 Greenbay Eco Estate
Somerset West, Cape Town, 7130
South Africa