Refund and Returns Policy

At LumoraLiving, customer satisfaction is our top priority. We aim to provide a smooth, fair, and transparent shopping experience. Please read the following policy carefully before making a purchase.

1. Order Cancellations

Orders may be canceled within 6 hours of placing the order.
Once an order has been processed or shipped, cancellations cannot be accepted.
Pre-ordered, personalized, or special request items cannot be canceled once production has started.

2. Returns (30-Day Policy)

We accept returns within 30 days of delivery, under the following conditions:

Products must be unused, undamaged, and returned in their original packaging.
Video proof is required clearly showing the issue or defect before a return request can be approved.
Items returned without authorization will not be accepted.
Return shipping costs are the responsibility of the customer, unless the item is defective, incorrect, or damaged on arrival.

Please note: Products must be returned to the address provided by our support team. Items returned to unauthorized addresses will not qualify for a refund or exchange.

3. Refunds

Refunds are approved in the following cases:

Damaged Products – If an item arrives broken or defective (video proof required).
Incorrect or Missing Items – If you receive the wrong product or missing parts.
Non-Delivery – If your order does not arrive within the promised delivery timeframe.
Order Cancellation (within 6 hours) – Full refund before processing/shipping.

Refunds will not be granted if:

The product matches the description but the customer changes their mind.
The order was placed with an incorrect or incomplete shipping address.
Delivery was delayed due to customs clearance or uncontrollable circumstances (e.g., weather, strikes, natural events).

Processing Time:
Once your return is received and inspected, you will be notified by email. If approved, your refund will be processed to your original payment method within 5–10 business days.

4. Exchanges

We offer exchanges only for defective or damaged items. To qualify:

You must contact us within 48 hours of delivery with video proof.
Replacement items will be shipped once the defective product has been approved for return.

5. Order Not Delivered

If your order has not been delivered within the specified timeframe:

Please first check tracking details sent to your email.
If there is still an issue, contact us via live chat or email at support@lumoraliving.us.
We will investigate with our logistics partner (CJdropshipping) and provide a resolution.

6. Non-Returnable Items

The following products cannot be returned or refunded:

Gift cards and downloadable products.
Health, hygiene, or personal care items once opened.
Items purchased on clearance or final sale.

7. How to Start a Return

To request a return, please:

Email support@lumoraliving.us with your order number and a video showing the issue.
Wait for authorization and return instructions from our team.
Ship the product using a trackable shipping method (keep your receipt).
Once approved, your refund or replacement will be processed.

8. Responsibility

Customers are responsible for providing a correct and complete delivery address.
If the package is returned due to an incorrect address or failure to collect, the customer will be responsible for reshipment fees.