RETURNS & EXCHANGES
At Lumaris, we curate our design collections with the highest standards of quality and craftsmanship. If your purchase does not perfectly align with your space, we are here to assist you with a seamless return.
01. THE RETURN WINDOW
We offer a 30-day return window. You have 30 days from the date of physical delivery to request a formal return. To be eligible, your item must be in its original, pristine condition—unworn, unused, with all original design tags attached, and secured inside its original packaging. A valid receipt or proof of purchase is required.
02. INITIATING A RETURN
To start a return, please contact our customer support team at support@lumaris.com.
Please note that all returns must be authorized by our team before being shipped back. If your return is accepted, we will provide a pre-paid shipping label along with detailed routing instructions. Items sent back to our studios without prior authorization will not be accepted.
03. DAMAGES AND PRODUCT DEFICIENCIES
Please inspect your order thoroughly upon delivery. If an item arrives damaged, defective, or in an incorrect configuration, contact us immediately at support@lumaris.com so our team can evaluate the issue and arrange an immediate replacement.
04. EXCEPTIONS AND NON-RETURNABLE ITEMS
Certain classifications of items cannot be returned, including custom artisan orders, personalized items, and hazardous materials (such as flammable liquids or gases). Please reach out if you have questions regarding the return eligibility of a specific piece.
We strictly exclude returns or refunds on promotional clearance items, sale items, or digital gift cards.
05. EXCHANGES
The most efficient way to exchange an item is to return the original piece. Once your return is received and accepted by our team, you can seamlessly place a new order for your preferred variant.
06. EUROPEAN UNION 14-DAY COOLING-OFF PERIOD
For orders dispatched directly into the European Union, customers maintain the legal right to cancel or return their purchase within 14 days for any reason, without justification. The item must meet the standard return criteria: unused, with original tags intact, and housed in its original distribution packaging.
07. REFUNDS AND PROCESSING
We will notify you once we have received and inspected your returned item. If approved, your refund will be automatically credited to your original payment method within 10 business days. Please note that banking portals and credit card companies may require additional processing time to post the balance to your statement.
If more than 15 business days have passed since your return was approved, please contact us at support@lumaris.com.