At LUMA, we strive to provide the best experience with every purchase. If you need to request an exchange or return, we offer a transparent, secure process aligned with applicable consumer laws.
In accordance with consumer protection laws, customers may cancel an online purchase within 7 (seven) calendar days from the date of delivery.
Requests must be submitted via email: [email protected]
LUMA will cover the return shipping costs as required by law.
The product must be returned in accordance with the conditions outlined in section 4 of this policy.
As an additional benefit beyond legal requirements, LUMA offers exchanges within 15 (fifteen) calendar days after delivery for:
If the desired item is unavailable, the customer may choose:
Shipping costs will be clearly communicated in advance at the time of the request.
If a manufacturing defect is identified, the customer must contact us within 30 (thirty) calendar days after delivery, as applicable to non-durable goods under consumer protection laws.
LUMA will analyze the product and, if the defect is confirmed, will provide an appropriate solution at no additional cost to the customer.
To request an exchange or return, please email [email protected] with the following information:
After receiving your request, the LUMA team will respond with instructions and next steps.
All exchanges and returns are handled remotely via email.
At this time, LUMA does not offer in-person service.
To be eligible for an exchange or return, the product must:
Important:
If signs of improper use are identified or the product is not in a condition suitable for resale, the request may be denied, and the item will be returned to the customer.
Trying on products:
Items may be tried on solely to check size and fit, and must be handled carefully without prolonged use.
LUMA will cover the return shipping costs as required by law.
As this is an additional benefit, shipping costs may be the responsibility of the customer or shared, and will always be clearly communicated in advance.
If a manufacturing defect is confirmed, LUMA will cover all shipping costs involved in the process.
After receiving and inspecting the returned product, the refund will be processed according to the original payment method:
Refunds will be processed in accordance with the original payment method, respecting legal and operational timelines.
When applicable, store credit may be issued for the amount paid, to be used on future purchases.
If you have any questions or requests, please contact us at:
[email protected]
Our goal is to ensure your satisfaction at every stage of your purchase. Count on us to make your experience simple, safe, and enjoyable.
