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
How to Request a Return
To start a return, please contact 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.
Items returned without prior authorization will not be accepted.
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
For hygiene and safety reasons, certain products cannot be returned once opened or used.
This includes:
Personal care and skincare products
Beauty and cosmetic items that have been opened
Custom or personalized products
Perishable goods
Hazardous materials, flammable liquids, or gases
Gift cards
Final sale items
If you have questions about whether your item is eligible for return, please contact us before placing your order.
Exchanges
The fastest way to receive a different product is to return the original item once approved and place a new order.
European Union 14-Day Right of Withdrawal
If your order is delivered within the European Union, you have the legal right to cancel or return your order within 14 days, for any reason and without justification.
Items must still be returned in their original condition, unused, and in their original packaging.
Return Shipping Costs
Return shipping costs are the responsibility of the customer unless:
The item arrived damaged
The item is defective
The wrong product was sent
Refunds
Once we receive and inspect your return, we will notify you whether your refund has been approved.
If approved, refunds will be issued to your original payment method within 10 business days.
Please note that banks or credit card providers may require additional time to process the transaction.
If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at:
Contact
If you have any questions about returns or refunds, don't hesitate to get in touch with our support team:
Email: support@lumaysa.com
Website: lumaysa.com