Refund policy
At Lumaysa, customer satisfaction is very important to us. If you are not completely satisfied with your purchase, we are here to help and will do our best to resolve the issue quickly and fairly.
Return Period
We offer a 30-day return policy, which means you have 30 days after receiving your order to request a return.
To be eligible for a return, your item must be:
Unused and in the same condition that you received it
In its original packaging
With any tags or seals intact
Accompanied by proof of purchase or order confirmation
These conditions apply to our voluntary 30-day return policy and do not limit any statutory rights you may have under applicable consumer law.
How to Request a Return
To start a return, please get in touch with our support team at:
Returns must be requested before sending any items back. Once your request is approved, we will provide detailed instructions on how and where to send your return.
Please do not send items back before contacting us, as returns sent without prior notice may be delayed in processing.
Product Inspection
Customers may inspect products as they would in a physical store. However, customers are responsible for any loss in value if an item is used, opened, or handled beyond what is necessary to inspect its nature and characteristics.
Damaged, Defective, or Incorrect Items
Please inspect your order upon delivery. If your item arrives damaged, defective, or incorrect, contact us immediately so we can evaluate the issue and make it right.
In such cases, Lumaysa will cover the cost of replacement or refund where appropriate.
Non-Returnable Items
Certain items cannot be returned where applicable law permits an exception. These may include sealed goods that are not suitable for return for health protection or hygiene reasons once the seal has been broken after delivery, custom or personalized products, perishable goods, hazardous materials, flammable liquids or gases, gift cards, and other items excluded by applicable law.
Please contact us before returning any item if you are unsure whether it is eligible for return.
Exchanges
The fastest way to receive a different product is to return the original item once approved and place a new order.
United Kingdom and European Union 14-Day Right of Withdrawal
If your order is delivered to a consumer in the United Kingdom or European Union, you generally have the legal right to cancel your order within 14 days of receiving the goods, without giving a reason, subject to applicable legal exceptions. After notifying us of your decision to cancel, you must return the goods within 14 days, unless a different period is required by applicable law. You may inspect the goods as you would in a physical store. Still, you may be responsible for any reduction in value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.
Return Shipping Costs
Unless otherwise required by applicable law, customers are responsible for return shipping costs when returning an item because they have changed their mind, provided that we informed them of this responsibility before purchase. Lumaysa will cover reasonable return costs where the item is faulty, damaged, defective, or incorrect. Where a statutory right of withdrawal applies, any refund of original delivery charges will be handled in accordance with applicable law.
Refunds
Once we receive and inspect your return, we will notify you whether your refund has been approved. If approved, the refund will be issued to your original payment method. We aim to process refunds promptly and, where statutory cancellation or withdrawal rights apply, within the time required by applicable law. Where permitted by law, we may withhold the refund until we have received the returned goods or you have provided evidence that the goods have been sent back. If your refund includes original delivery charges, we will refund the cost of our standard delivery option where required by law. Additional costs for premium or express delivery options are not refundable unless required by applicable law.
If more than 15 business days have passed since we confirmed your refund and you have not received it, please contact us at support@lumaysa.com
Contact
If you have any questions about returns, refunds, exchanges, or your right to cancel an order, please contact us using the details below:
LUMAYSA LTD
Email: support@lumaysa.com
Phone: +44 7916 697120
Registered Office: 128, City Road, London, EC1V 2NX, United Kingdom
Company Registration Number: 17192067