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Returns and Cancellations

Thank you for choosing Luma! We're committed to ensuring that you are delighted with your purchase. If, for any reason, you are not entirely satisfied, please let us know within 30 days of your purchase, and we'll do our best to resolve any issues.

At Luma, your satisfaction is our priority. We have established a hassle-free return and exchange process. We offer a 100% money-back guarantee on all products that are defective or damaged upon delivery. Please submit your return request within 30 calendar days from the delivery date. Once approved, all returns must be received complete (including all original packaging and contents) by Luma within 14 calendar days. Simply inform us, and we will provide the appropriate return address and a replacement or refund as preferred.

Returns, Refunds, Replacements, & Exchanges Terms & Guidelines:

  1.  Returns for refunds/store credit/exchanges are accepted within 30 days of your purchase date.
  2. All return items must be unused, unopened, and in original plastic wrapping.
  3. A receipt, or proof of purchase, is required to complete your return.
  4. Return shipping costs are the responsibility of the customer.
  5. Shipping & handling, shipping protection, or transaction fees are non-refundable. These costs will be deducted from your refund/store credit/exchange amount.
  6. Once an order has shipped, it cannot be canceled.
  7. Ensure return items are well-packaged to avoid damage during transit.
    8. Use a trackable, insured shipping service for returns, as we are not responsible for items lost or damaged in transit.
    9. Returns must be approved beforehand; unapproved returns may not be processed.
    10. Report any damaged or missing items within 72 hours of receiving the order with your order number and photo/video evidence.
    11. Luma may require the return of damaged items.
    12. We only accept returns for products purchased directly from our website. For third-party purchases, please consult their respective return policies.
    13. Non-returnable items include: Intimate goods, hazardous materials, flammable liquids or gases, gift cards, health & personal care items, foods, perishable goods, and sale or discount items.
    14. Allow 5-7 business days for the receipt and processing of your return. Refunds/store credit/exchanges will be initiated within 10-14 business days after inspection and review. Refunds may take an additional 7-10 business days to reflect on your statement. If there are issues, contact your credit card or financial institution.
    15. Refunds are processed in US dollars to your original method of payment and may only be issued once.
    16. Luma reserves the right to refuse returns, reshipments, exchanges, and refunds. A return & re-stocking fee may apply, either $3.00 per unit or 20% of an item's MSRP, whichever is greater.

Ready to proceed with a return? Please:

  • Email us at friends@tryluma.co with your order details, a photo of the products, and your reason for returning. Please reach out to us for the specific return address, as it changes per product.
  • Visit and use our Refund Policy Page.
  • Ship your return as instructed, and provide tracking details to our support team.

IMPORTANT NOTICE: Before making a purchase or using our products or website, you must thoroughly read and agree to our terms of service, disclaimer, age policy, refund policy, and privacy policy. By making a purchase or using our products or website, you acknowledge and agree to all linked policies and related items. See Important Notice for further details.

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