Refund policy
Right of Withdrawal
The customer has 14 calendar days from receipt of the order to exercise their right of withdrawal, without needing to provide any justification.
To request a return under the right of withdrawal, you must contact us at info@lumerebrand.com within this period, stating your order number.
For the return to be accepted, the item must be returned in good condition, not used beyond what is necessary to inspect the product, and in its original packaging where possible.
The direct costs of returning items under the right of withdrawal shall be borne by the customer. These costs will not be reimbursed.
Returns that have not been previously requested and authorised by our team will not be accepted.
Refund
Once the returned product has been received, or where applicable a valid proof of shipment has been provided, we will inspect the condition of the item and, if appropriate, issue a refund via the same payment method used for the original purchase.
The refund may be withheld until the goods have been received or until the customer has provided sufficient proof of return.
Once approved, the amount may take a few additional business days to be reflected, depending on the bank or payment provider.
Defective, Damaged or Incorrect Products
If the customer receives a defective, damaged or incorrect product, they must contact us at info@lumerebrand.com, attaching clear photographs of the issue identified.
Once the incident has been verified, we will offer the appropriate solution in accordance with applicable regulations. As a general rule, where applicable, we will offer a replacement at no additional cost to the customer.
If replacement is not possible or not appropriate under applicable regulations, the legally required solution will be offered.
Exchanges
We do not process automatic exchanges for a different size, colour or model. If the customer wishes to find a solution regarding their order, they should write to us at info@lumerebrand.com so that we can advise on the available options depending on the case.
Items Not Eligible for Return
Returns are not accepted for:
- gift cards
- downloadable software
- intimate or sanitary use products where applicable
- perishable goods
- hazardous materials or flammable substances
A proof of purchase is required to process any return.
No item should be sent without prior authorisation from our team. Authorised returns are processed through our international logistics centre in China. The exact return address will be provided once the request has been approved. In the case of withdrawal, direct return costs shall be borne by the customer.