Refunds & Returns Policy

At Lumena, your satisfaction is important to us. We want you to feel confident when shopping with us, and we are here to help if something goes wrong with your order. Please read our Refunds & Returns Policy carefully before making a purchase.

Return Eligibility

We accept returns on eligible items within 14 days of delivery.

To qualify for a return, the item must be:

  • unused
  • unopened
  • in its original packaging
  • in the same condition that it was received

Because of hygiene and safety reasons, we do not accept returns on items that have been opened or used if they are personal care, beauty, cosmetic, intimate, or other hygiene-related products.

Please inspect your order carefully as soon as it arrives before opening any sealed packaging.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us within 14 days of delivery at hairlumena@outlook.com.

To help us resolve the issue as quickly as possible, please include:

  • your order number
  • a brief description of the issue
  • clear photos of the item
  • clear photos of the packaging, if applicable

Once your request has been reviewed and approved, we may offer a replacement, store credit, or a refund to your original payment method, depending on the situation.

Non-Returnable Items

For hygiene, health, and safety reasons, certain items are non-returnable once opened or used. These may include, but are not limited to:

  • personal care products
  • beauty products
  • cosmetics
  • intimate apparel
  • items that come into direct contact with the skin or body

Please review product descriptions carefully before placing your order.

Refund Process

Once we receive and inspect your approved return, we will notify you by email whether your refund has been approved or rejected.

If approved, your refund will be issued to your original payment method. Please note that it may take several business days for your bank or card provider to process and post the refund to your account.

Shipping Costs

Original shipping charges are non-refundable unless the return is due to our error or the item arrived damaged, defective, or incorrect.

Unless otherwise stated, customers are responsible for return shipping costs.

How to Start a Return

To request a return, please contact us at hairlumena@outlook.com within the 14-day return window.

Please do not send any item back without contacting us first, as unauthorized returns may delay processing or may not be accepted.

Return Packaging

If your return is approved, please package the item securely to prevent damage during transit. We recommend using a trackable shipping method when returning an item, as we are not responsible for returns lost in transit.

Exchanges

We do not offer exchanges for opened or used hygiene-related products. If you received a damaged, defective, or incorrect item, please contact us and we will work with you to make it right.

Contact Us

If you have any questions about this Refunds & Returns Policy, please contact us:

Lumena
Email: hairlumena@outlook.com