Returns and Exchanges Policy

Returns and Exchanges Policy – Lumoria

At Lumoria, we want you to feel secure when shopping with us. In accordance with UK consumer law (Consumer Rights Act 2015 and Consumer Contracts Regulations 2013), we provide the following returns and exchanges policy:

1. Right to Cancel and Return

  • You may request to cancel or return your order within 14 calendar days of receiving the product, without giving any reason.

  • To do so, please contact us by email at support@lumoria.uk, including your order number and product details.

2. Faulty or Incorrect Products

  • If the product is faulty or not as ordered, you must contact us within 30 calendar days of receipt.

  • In these cases, Lumoria will cover the return shipping costs, and you may choose one of the following options:

    • A full refund of the amount paid;

    • A replacement of the same product;

    • An exchange for a product of equivalent value.

3. Return Conditions

  • Products must be returned in their original condition, unused, with packaging, labels, and all accessories included.

  • Items returned without prior notification, outside the legal timeframe, or not meeting the above conditions may be refused and sent back to the customer at their own expense.

4. Refund Timeframes

  • Refunds will be processed within 14 days after receiving and inspecting the returned product.

  • For credit/debit card payments, the refund will be made to the same card used for the purchase (the timeframe for the amount to appear on your statement depends on your bank).

  • For bank transfers or other payment methods, the refund will be made to the same account used for the original payment.

5. Exchanges

  • If preferred, you may request an exchange instead of a refund, subject to stock availability.

6. Contact

  • Email: support@lumoria.uk

  • Customer Service Hours: Monday to Friday, 9:00 AM – 6:00 PM (UK time).