Terms of service

Return and Refund Policy

At LUMAÏSSE by Lumaraï, we are committed to delivering an elevated experience with every order. Due to the nature of skincare, beauty, and personal care products, we ask that customers review this policy carefully before making a purchase.

Final Sale Items  
For hygiene, safety, and product integrity reasons, all skincare, beauty, and personal care products are considered final sale unless they arrive damaged, defective, or incorrect.

Damaged, Defective, or Incorrect Orders  
If your order arrives damaged, defective, or if you receive the wrong item, please contact our Customer Care team within 7 days of delivery at elaru@iamlumarai.online. To help us resolve the issue promptly, please include:

Your order number  
A description of the issue  
Clear photos of the item and packaging

Once reviewed, we may offer an appropriate resolution, which may include a replacement, store credit, or refund at our discretion.

Returns  
For hygiene and safety reasons, we do not accept returns on opened, used, or unsealed skincare, beauty, or personal care products.

If a return is approved in a qualifying circumstance, the item must be unused, unopened, and in its original condition and packaging. Customers must not send items back without prior written approval from our Customer Care team.

Refunds  
Approved refunds will be issued to the original payment method when possible. Please allow several business days for the refund to be processed and reflected by your financial institution.

Shipping charges are non-refundable unless the return or refund is due to an error on our part, including an incorrect, defective, or damaged item.

Order Changes and Cancellations  
Because orders are processed quickly, we cannot guarantee changes or cancellations once an order has been placed. If you need assistance, please contact us as soon as possible at elaru@iamlumarai.online, and we will do our best to assist you.

Refused or Undeliverable Packages  
If a package is refused, unclaimed, or returned due to an incorrect or incomplete address provided at checkout, any refund issued may be reduced by the original shipping cost and any return or redelivery fees.

Chargebacks  
If you experience an issue with your order, we encourage you to contact our Customer Care team first so we may work toward a prompt and thoughtful resolution.

Customer Care  
For all return, refund, or order-related inquiries, please contact us at elaru@iamlumarai.online.