Refund policy

Return and Refund Policy

At LUMAVÉX, we want your shopping experience to feel clear, safe, and professional. Please read our return and refund policy before placing an order.

1. Return Eligibility

Returns may be accepted only in the following cases:

- You received a damaged product
- You received a defective product
- You received the wrong product
- You received a missing item from your order

To request a return, you must contact us within 48 hours of delivery.

2. Items Not Eligible for Return

For hygiene and safety reasons, we do not accept returns for:

- Used products
- Opened products
- Products with broken seals
- Products damaged after delivery
- Products returned without original packaging
- Products reported after 48 hours of delivery
- Products purchased by mistake after the order has already been processed or shipped

3. Return Request Process

To request a return or refund, email us at:

concierge@lumavex.store

Please include:

- Your full name
- Order number
- Clear photos or videos of the product
- A short explanation of the issue

We may reject a return request if proper proof is not provided.

4. Refunds

Once your return request is reviewed and approved, we will notify you by email.

If a refund is approved, it will be processed to your original payment method. Refund processing time may vary depending on your payment provider or bank.

Shipping charges, if any, may not be refundable unless the issue was caused by an error from our side.

5. Exchanges

Exchanges may be offered only if the product received is damaged, defective, or incorrect, subject to stock availability.

If the same product is not available, we may offer a refund or an alternative solution.

6. Cancellations

Orders can be cancelled only before they are processed or shipped.

Once an order has been processed, packed, or shipped, cancellation may not be possible.

7. Delivery Issues

LUMAVÉX is not responsible for failed delivery caused by incorrect address details, unavailable customer contact, refusal to accept delivery, or repeated failed delivery attempts.

If your order is returned due to incorrect customer information, additional shipping charges may apply.

8. Contact

For return, refund, or order support, contact us at:

concierge@lumavex.store

We aim to respond within 1–3 business days.