Refund policy

Return and Refund Policy

We have a 60-day return policy, which means you have 60 days after receiving your item to request a return.

Eligibility

To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging. You will also need the receipt or proof of purchase.

The Lumara mask is a personal care device. For hygiene reasons, returns are only accepted if the product has not been used and remains in its original sealed packaging.

How to start a return

To start a return, contact us at hello@lumara.co.za with your order number and reason for return. If your return is accepted, we will send you instructions on how and where to send your package. Please note that return shipping costs are the responsibility of the customer. Items sent back to us without first requesting a return will not be accepted.

Damages and issues

Please inspect your order upon reception and contact us immediately at hello@lumara.co.za if the item is defective, damaged or if you receive the wrong item. We will evaluate the issue and make it right at no additional cost to you.

Non-returnable items

We cannot accept returns on used personal care devices, sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the unused item and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we have received and inspected your return and let you know if the refund was approved. If approved, you will be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we approved your return, please contact us at hello@lumara.co.za.

Contact

For any return or refund question, contact us at hello@lumara.co.za.