Refund, Return & Exchange Policy
At LUMA, we want you to be satisfied with your purchase. If something goes wrong with your order, our support team will work with you to determine the appropriate resolution.
30-Day Return Policy
Eligible items may be returned within 30 days of purchase.
To qualify for a return, the item must:
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Be in its original condition
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Include its original packaging whenever possible
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Be returned using the instructions provided by our support team
Before returning any product, please contact us at:
support@lumashoppers.com
Include:
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Your name
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Order number
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Reason for the return
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Photos or other relevant information if the item arrived damaged, defective, or incorrect
Please do not send your order back to the address shown on the original package unless our support team specifically instructs you to do so.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or different from what you ordered, contact us as soon as possible.
If your claim is approved, we may provide:
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A replacement
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A refund
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Another appropriate resolution
Approved damaged, defective, or incorrect-item claims will not be charged the standard restocking fee.
We may request photographs or other information so we can verify the issue.
Non-Defective Returns
Approved returns for items that are not damaged, defective, or incorrect are subject to a 30% restocking fee.
The restocking fee will be deducted from the amount refunded.
Customers are also responsible for return shipping costs for non-defective returns unless LUMA states otherwise.
Refund Processing
Once your returned item has been received and inspected, we will notify you of the status of your refund.
Approved refunds will be issued to your original payment method.
After we issue the refund, it may take approximately 3–5 business days for your bank or payment provider to display the funds. Processing times vary by financial institution.
Original shipping charges, expedited processing charges, or other non-refundable service charges are not refunded unless required by law or the refund resulted from an error by LUMA.
Incorrect Shipping Address
Customers are responsible for providing a complete and accurate shipping address during checkout.
If an incorrect or incomplete address is provided by the customer, LUMA does not guarantee a refund or free replacement.
If the Package Is Returned to Us
If the shipping carrier returns the package because of an incorrect address, we may offer the option to reship the order.
Additional shipping and handling charges may apply.
If you choose a refund instead of reshipment, the refund may exclude:
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Original shipping costs
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Additional shipping or processing charges
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A 30% restocking fee
If the Package Is Not Returned
If a package is lost, destroyed, abandoned, or otherwise not returned because incorrect shipping information was provided, we may be unable to issue a refund or replacement.
Contact our support team and we will review the circumstances individually.
Delivered but Not Received
If tracking shows that your package was delivered but you cannot locate it:
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Check around your property and with other household members.
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Confirm the shipping address on your order.
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Check with neighbors when appropriate.
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Contact the shipping carrier for additional delivery information.
We may ask you to provide information from the carrier or a claim/reference number before approving a replacement or other resolution.
Each case will be reviewed individually.
Order Changes and Cancellations
If you need to change or cancel an order, contact us at support@lumashoppers.com as quickly as possible.
We will try to accommodate the request if the order has not entered fulfillment or shipped.
Once an order has entered fulfillment or has shipped, we may no longer be able to cancel or modify it.
Submitting a cancellation request does not guarantee that the order can be canceled.
Clearance or Final-Sale Items
Products specifically marked Final Sale or otherwise identified as non-returnable at the time of purchase may not qualify for returns or refunds except when required by law or when the product arrives damaged, defective, or incorrect.
Exchanges
If you would like to exchange an eligible item, contact us at:
support@lumashoppers.com
Depending on availability and the circumstances of the return, we may:
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Arrange a replacement
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Approve an exchange
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Issue a refund so a new order can be placed