RETURN & REFUND
Effective Date: September 7, 2026
At LUMORA, we want you to be happy with your purchase. If you are not completely satisfied with your order, please review the policy below.
1. Return Eligibility
Unless a different period is required by applicable law, you may request a return within 30 days of receiving your order.
To be eligible for a voluntary return:
- The item must be unused and in its original condition.
- The product must be in its original packaging.
- Seals, protective packaging, and hygiene protections must remain intact where applicable.
- You must provide your order number or proof of purchase.
Certain products may not be eligible for return for hygiene or safety reasons once opened or used.
2. Beauty, Cosmetics & Fragrance Products
For hygiene and safety reasons, opened, used, or tested cosmetics, skincare, perfumes, fragrances, and other personal-care products may not be eligible for return, except where required by applicable law or where the product is defective, damaged, or incorrectly supplied.
Please check product descriptions and ingredients carefully before opening a product.
3. Damaged or Incorrect Items
If you receive an item that is:
- Damaged
- Defective
- Incorrect
- Missing from your order
please contact us as soon as possible at [your email address].
We may request photographs of the product and packaging to help us investigate the issue.
Where appropriate, LUMORA may offer a replacement, repair, refund, or other remedy required by applicable law.
4. How to Request a Return
To request a return, contact:
Email: [your email address]
Please include:
- Your full name
- Order number
- Product(s) you wish to return
- Reason for the return
- Photos, if the item is damaged or defective
Do not send products back before receiving return instructions from LUMORA.
5. Return Shipping
For voluntary returns due to reasons such as a change of mind, the customer may be responsible for return shipping costs unless otherwise stated.
If the product is defective, damaged, incorrect, or otherwise covered by a mandatory consumer remedy, LUMORA will handle the applicable costs or remedy as required by law.
6. Refunds
Once an approved return has been received and inspected, we will process the applicable refund.
Refunds will generally be issued to the original payment method.
Depending on your payment provider or financial institution, it may take several business days for the refund to appear in your account.
7. Original Shipping Fees
Original shipping charges may be non-refundable for voluntary returns, unless otherwise required by applicable law.
Where an order is defective, incorrect, cancelled, or otherwise subject to a mandatory refund, applicable shipping charges will be handled in accordance with the law.
8. Exchanges
If you would like to exchange an eligible product, please contact us at [your email address].
Depending on availability, LUMORA may offer an exchange or provide a refund so that a new order can be placed.
9. Sale & Promotional Items
Products purchased during sales or promotional events may be subject to additional return conditions clearly communicated at the time of purchase.
These conditions do not override mandatory consumer rights.
10. Non-Returnable Items
Unless otherwise required by law, certain items may not be eligible for voluntary return, including:
- Opened or used beauty products
- Opened fragrances or perfumes
- Opened cosmetics
- Personalized products
- Gift cards
- Products marked as final sale
- Items that cannot be resold for hygiene or safety reasons
11. Consumer Rights
Nothing in this Return & Refund Policy is intended to limit or exclude any rights or remedies you may have under applicable consumer-protection legislation.
For customers in Québec, mandatory consumer protections may apply to online purchases, including rules concerning distance contracts and cancellation rights. The Québec consumer-protection authority provides specific guidance for online purchases and distance contracts.
12. Refund Delays
If you have received confirmation that your refund was processed but the money has not appeared in your account, please first check with your bank or payment provider.
If the issue continues, contact us at:
[your email address]
13. Contact Us
LUMORA
Email: [your email address]
Website: [your website URL]
Business Address: [your business address]
LUMORA
BEAUTY. SCENT. CONFIDENCE.
Important: Before publishing this policy, make sure the 30-day return period and non-returnable-product rules match your actual business practices. For a Québec-based store, the policy should also be reviewed against Québec's mandatory consumer rules rather than relying only on a generic e-commerce return policy.