Refund & Cancellation Policy
Refund & Cancellation Policy
Cancellation Policy
Orders can be cancelled within 12 hours of placement without any penalty. To cancel your order, please email us at thelume.company@gmail.com with your order number and reason for cancellation.
If your order has already been processed or shipped, unfortunately, we will not be able to cancel it. In such cases, you can request a return once the item is delivered.
Refund Policy
We have a 10-day return policy, which means you have 10 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
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Contact Us
Just email us at thelume.company@gmail.com with your order number and reason for the return. -
We’ll Handle the Rest
We’ll arrange the return pickup and collect it from your location -
Refund Processed
Once we receive the item, we’ll issue your refund within 2-3 business days to your original payment method.
You can always contact us for any return question at thelume.company@gmail.com
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and you’ll be automatically refunded on your original payment method within 2-3 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at thelume.company@gmail.com