Thank you for shopping with Lumora. Customer satisfaction is important to us. This Refund and Returns Policy explains your rights and the conditions under which returns, refunds, and exchanges are accepted.

Please read this policy carefully before making a purchase.

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1. Right to Cancel Your Order (EU and UK Customers)

If you are a consumer residing in the United Kingdom or the European Economic Area (EEA), you have the legal right to cancel your purchase within 14 days without providing any reason.

The cancellation period expires 14 days after you, or a third party indicated by you (other than the carrier), receive the goods.

To exercise your right to cancel, you must notify us of your decision by contacting us at:

Email: lumorgrup@gmail.com
Telephone: 07436376875

You may use a clear statement by email informing us of your decision to cancel.

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2. Return Eligibility

To qualify for a return, items must:

• Be returned within 14 days of notifying us of cancellation;

• Be unused, unopened, and in their original condition;

• Be returned in the original packaging;

• Include proof of purchase or order confirmation.

We reserve the right to refuse returns that do not meet these conditions.

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3. Non-Returnable Items

Due to hygiene, health, and safety reasons, certain products cannot be returned once opened or used.

The following items are generally non-returnable:

• Opened beauty or cosmetic products;

• Opened skincare or personal care products;

• Health and wellness products that have been opened or used;

• Products sealed for hygiene protection that have been unsealed after delivery;

• Perishable goods;

• Gift cards;

• Downloadable digital products (if applicable).

These exclusions do not affect your statutory rights where products are faulty, damaged, or incorrectly supplied.

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4. Faulty, Damaged, or Incorrect Items

If you receive an item that is damaged, defective, or incorrect, please contact us within 48 hours of delivery.

Please provide:

• Your order number;

• A description of the issue;

• Clear photographs showing the problem.

If the issue is confirmed, we will offer an appropriate remedy, which may include:

• A replacement product;

• A full refund; or

• A partial refund, where appropriate.

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5. Return Process

Before returning any item, please contact us at:

Email: lumorgrup@gmail.com

Do not send products back without prior authorisation, as returns sent to the wrong address may not be processed.

Once your return request has been approved, we will provide you with return instructions.

Because we operate using a dropshipping model, return addresses may vary depending on the supplier fulfilling your order.

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6. Return Shipping Costs

If you are exercising your legal right to cancel an order, you are responsible for the direct cost of returning the goods unless:

• The item is faulty;

• The item is damaged;

• The wrong item was sent; or

• Applicable consumer protection laws provide otherwise.

If a return is required due to our error, Lumora will cover the reasonable return shipping costs.

We recommend using a tracked shipping service, as we cannot guarantee receipt of returned items.

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7. Refunds

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.

Approved refunds will be processed to the original payment method used during purchase.

Refunds are typically processed within 14 days of:

• Receiving the returned goods; or

• Receiving proof that the goods have been returned, whichever occurs first.

Original delivery charges will be refunded where required by applicable law.

Additional delivery costs resulting from premium shipping options selected by the customer are generally non-refundable.

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8. Late or Missing Refunds

If you have not received your refund:

1. Check your bank account again.

2. Contact your credit card company or payment provider, as processing times may vary.

3. Contact your bank.

If you have completed these steps and still have not received your refund, please contact us at:

lumorgrup@gmail.com

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9. Exchanges

We only replace items if they are defective, damaged, or incorrectly supplied.

If you require an exchange, please contact us at:

lumorgrup@gmail.com

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10. Order Cancellations

Orders may be cancelled free of charge before they have been processed or dispatched.

Once an order has been shipped, cancellation requests will be handled in accordance with this Refund and Returns Policy and applicable consumer protection laws.

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11. Contact Us

If you have any questions regarding returns, refunds, or cancellations, please contact us:

Lumora
Address: 5A White Hart Lane, Huntingdon, Cambridgeshire, United Kingdom
Email: lumorgrup@gmail.com
Telephone: 07436376875

We aim to respond to all customer enquiries as promptly as possible.