Refund policy
Returns
LUMORA offers a 30-day return policy, meaning you may request a return within 30 days of receiving your item.
To be eligible for a return, items must be unused, unopened, and in their original packaging. For safety and quality reasons, opened supplements cannot be returned. Proof of purchase is required.
To initiate a return, please contact us at customerservice@thelumoraco.com. Once your return is approved, we will provide instructions for return shipment. Items sent back without prior authorization will not be accepted.
Shipping Costs & Return Fees
Original shipping fees are non-refundable once an order has been fulfilled.
Where returns are approved, customers are responsible for return shipping costs unless the return is due to an error on our part, such as receiving an incorrect item.
In certain cases, a restocking fee may apply to returned items to cover inspection, handling, and processing costs. Any applicable fee will be deducted from the total refund once the return has been received and inspected.
Damaged or Incorrect Items
If your order arrives damaged or incorrect, please contact us within 7 days of delivery with photo documentation so we can resolve the issue. Requests made outside this timeframe may not be eligible.
European Union 14-Day Cooling-Off Period
Notwithstanding the above, if the merchandise is shipped into the European Union, you have the right to cancel or return your order within 14 days for any reason and without justification. Items must be unused, unworn, and in original packaging with proof of purchase.
Refunds
We will notify you once your return has been received and inspected and confirm whether your refund has been approved.
If approved, refunds will be issued to your original payment method within 10 business days. Processing times may vary depending on your bank or payment provider.
If more than 15 business days have passed since approval, please contact us at customerservice@thelumoraco.com.