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1. Returns & Exchange Protocol

OVERVIEW

RETURNS & EXCHANGE PROTOCOL Curation logistics and care standard directives for the Lumaris design collection.

01. THE RETURN WINDOW

We offer a curated 30-day return policy, which means you have 30 days after receiving your architectural item to request a formal return. To be eligible for a return processing allocation, your item must be preserved in the exact condition that you received it—completely unworn or unused, with all original design tags attached, and secured inside its original premium structural packaging. You will also require the digital receipt or verified proof of purchase.

02. LOGISTICS INITIATION ROUTING

To safely coordinate and initiate an active return process, you must reach out directly to our global logistics dashboard at support@lumaris.com. Please note that approved return parcels will need to be safely forwarded to our designated regional allocation hubs.

If your return sequence is formally accepted by our team, we will generate and forward a pre-paid return shipping label directly to your account profile, alongside comprehensive instructions detailing how and where to route your package. Items sent back to our facilities without first requesting an authorized return request framework will not be accepted under any circumstances.

03. DAMAGES, DEFECTS & INSURED TRANSIT COMPROMISE

Please inspect your curation order comprehensively upon physical reception. Contact our design concierge matrix immediately if the structural unit arrives defective, damaged, or if you receive an incorrect item configuration. This allows our logistics network to evaluate the balance tracking issue immediately and execute an accelerated solution to make it right.

04. NON-RETURNABLE CONDITIONS & EXCEPTIONS

Certain classifications of custom artisan assets cannot be returned. This includes personalized spatial orders, custom tailored configurations, or specialized premium commissions. We also strictly exclude returns for hazardous liquids, chemical components, or flammable materials. Please get in touch with our team if you maintain questions regarding your specific design's composition.

Unfortunately, we cannot accept return operations or issue store refunds for curated sale items, special promotional clearance tiers, or digital gift cards.

05. THE EXCHANGE FRAMEWORK

The most efficient methodology to ensure your design landscape matches your layout vision is to log a return for your current item. Once your physical item passes our regional asset check, your return will be formally accepted, allowing you to seamlessly make a separate purchase sequence for your newly chosen architectural variant.

06. EUROPEAN UNION 14-DAY COOLING OFF WINDOW

Notwithstanding the collection directives stated above, if your design asset is being dispatched directly into the European Union, you maintain the legal jurisdiction to cancel or return your order within a 14-day window for any reason and without a requirement for structural justification. As outlined above, the product must be preserved in its pristine, uninstalled condition—unused, with structural tags intact, and housed inside its original distribution box.

07. DISBURSEMENT REFUNDS MATRIX

Our team will notify your account profile immediately once we have successfully received, processed, and inspected your physical return parcel at our allocation hub. We will inform you if the account disbursement refund has been authorized. If approved, you will be automatically refunded on your original payment method within 10 business days.

Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since our logistics hub approved your package release, please contact our network immediately at support@lumaris.com.