Politica de rambursare
Returns & Refunds
We want you to feel completely supported by LUMA. If something isn't right, we'll make it right.
30-Day Returns
You have 30 days from the date of delivery to return any item for a full refund. To be eligible, items must be:
- Unworn and unused
- In their original packaging
- Free from marks, odours, or damage
For hygiene reasons, we are unable to accept returns on items that have been worn directly against the skin without the tags attached, unless the item is faulty.
How to Start a Return
Email us at [your email] with your order number and reason for return. We'll respond within 2 business days with return instructions. Please do not send items back without contacting us first.
Refunds
Once your return is received and inspected, we will notify you by email. If approved, your refund will be processed to your original payment method within 5–10 business days. Please allow additional time for your bank to process the payment.
Faulty or Incorrect Items
If you receive a faulty or incorrect item, please contact us immediately at [your email]. We will arrange a free return and send a replacement or issue a full refund at no cost to you.
Exchanges
We do not currently offer direct exchanges. Please return your item and place a new order for the correct size or colour.
Sale Items
Items purchased at full price are eligible for a full refund. Items purchased during a promotional sale may be eligible for store credit only — this will be clearly stated at the time of purchase.
Shipping Costs
Return shipping costs are the responsibility of the customer unless the item is faulty or incorrect. We recommend using a tracked service as we cannot be responsible for items lost in transit.