Refund policy
Note: Delivery times may take longer during the holiday season and Christmas period. We ensure that all orders are dispatched quickly. Delivery companies are often stretched during this week. Expect slights delays.
Section 9 – Returns & Refunds
9.1 Return Policy
It is always possible to return a product, regardless of the reason, provided that the conditions set out below are met. Products purchased through our online store can only be returned to our warehouse. To register and process a return, customers must submit their return request through our official return portal:
LUMI3RE - Easily return your LUMI3RE products here
Detailed instructions on how to return an item can be found in Section 9.2 of this policy.
Products purchased in one of our physical stores may be returned within 14 days of purchase to the same store where the item was originally purchased, subject to the conditions outlined in this Returns & Refunds Policy.
A customer is entitled to return any product within fourteen (14) days from the date of delivery.
To be eligible for a return, the following conditions apply:
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The product must be returned new, unworn, unwashed, unused, and in the same condition as received.
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All original hang tags must remain intact and attached to the product.
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The original invoice must be included in the return package.
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The return shipment must be properly packaged to prevent damage during transport.
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Return shipping costs are at the customer’s own expense, unless stated otherwise.
Returns that do not meet the above conditions may be refused and sent back to the customer.
9.2 How to Return an Item
To register and process your return, customers are required to use our official return portal. This ensures an efficient handling of returns and faster processing of refunds.
To register your return, please follow the steps below:
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Enter your order number and email address.
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Select the item(s) you wish to return and choose the appropriate reason for return.
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If you wish to exchange an item for another size, select “Exchange” as the return reason and specify the desired size in the comment section. Availability will be confirmed after submission.
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Choose your preferred return option (refund or exchange).
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Print the return label and include it in your return package.
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Ship the package according to the instructions provided in the return portal.
By using our return portal, return shipments are processed more efficiently, resulting in faster refunds and exchanges.
9.3 Exchanges & Refunds
Once the returned package has been received and inspected, and confirmed to be in the same condition as delivered, the refund will be processed to the original payment method used for the purchase.
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Refunds may take 5–7 working days to be processed after receipt and approval of the return.
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Used, worn, washed, or damaged products are not eligible for exchange or refund.
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Shipping costs are non-refundable.
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Any shipping costs associated with an exchange are at the customer’s own expense.
LUMI3RE reserves the right to refuse refunds or exchanges if the return conditions are not met.
9.4 Refund Protection
Return shipments remain the responsibility of the customer until received at the designated return address.
Selecting refund protection transfers the risk of loss during return transit to the refund protection provider.
If refund protection is not selected, LUMI3RE is not responsible for return shipments that are lost, delayed, or damaged in transit.
In such cases, the customer must file a claim directly with the chosen shipping carrier.
Reimbursement for lost return shipments is only applicable when refund protection has been selected and shipment details can be reasonably verified.
9.5 Late or Missing Refunds
Please note that refunds are not issued immediately and require processing time.
Once your return has been received and approved, refunds are typically processed within 5–7 business days. Depending on your payment provider or bank, it may take additional time for the refunded amount to appear in your account.
If you have already contacted your payment provider and bank and still have not received your refund after the applicable processing period, please contact us at info@lumi3re.com. Our team will be happy to assist you.