Returns & Refunds

Our Returns & Refunds Policy is designed to provide clear, customer-friendly terms while protecting our business. You can return most items within 30 days of delivery, and we'll guide you through a streamlined process tailored to your needs. Please review each section carefully to understand eligibility, timelines, and your responsibilities.

 

1. Overview of Our Return Policy

We accept returns on most products within 30 days of delivery. Returns are subject to inspection and must meet our conditions to qualify for a refund. Return shipping costs are the customer's responsibility unless the item is faulty or incorrect. All refunds are processed within 5–7 business days of receiving and approving the returned merchandise.

 

2. Return Eligibility & Conditions

To ensure a smooth, hassle-free return, each item must:

  • Be unused, unworn, unwashed, and in its original condition

  • Include all original tags attached and intact

  • Be in original packaging with all accessories, manuals, and any included items

  • Show no signs of wear, damage from misuse, or improper handling

  • Have sealed or untouched hygiene seals for health-sensitive products (where applicable)

For Faulty or Damaged Items:

  • Report within 7 days of delivery with photographic evidence

  • Include your order number, description of the issue, and clear photos showing the defect

For Wrong Items Received:

  • Report immediately with photographic evidence

  • Include your order number, the item you ordered, and photos of the item received

Non-Returnable Items:

  • Opened cosmetics, underwear, swimwear, and personal care items (for hygiene reasons)

  • Items without original tags or in non-original packaging

  • Items showing signs of use, wear, or damage

  • Gift cards and downloadable digital products

  • Custom-made or personalized items

 

3. How to Initiate a Return

IMPORTANT: All returns must be registered with us before shipping. We cannot accept or process unregistered returns.

To start your return or refund:

  1. Email our support team at support@luminahelp.com within 30 days of delivery

  2. Provide:

    • Your order number

    • Reason for return

    • Photos of the item (if applicable)

  3. Wait for our response - We will reply within 24 business hours with:

    • Return authorization number

    • Return shipping address

    • Packing instructions

    • Return tracking requirements

  4. Only after receiving authorization, ship your item using a tracked courier service

  5. Email us your tracking number once shipped

Important:

  • Do NOT ship items back without first registering your return with us

  • Unregistered returns cannot be tracked in our system and may not be accepted or refunded

  • Keep all shipping receipts and tracking information until your refund is processed

 

4. Return Shipping Costs

Standard Returns (Change of Mind):

  • You are responsible for all return shipping costs

  • You must register your return first by contacting support@luminahelp.com

  • Once approved, we will provide the correct return address

  • Always use a tracked and insured courier service (e.g., FedEx, UPS, DHL, local postal service)

  • Email us your tracking number after shipping

  • Keep your tracking number and proof of postage until refund is complete

Faulty, Damaged, or Incorrect Items:

  • You do NOT need to return the item to us

  • Simply contact support@luminahelp.com with photo evidence

  • Keep, donate, or dispose of the faulty item responsibly

  • We will send a replacement at no cost OR issue a full refund (your choice)

Return Address:

Return addresses are provided on a case-by-case basis after your return is registered and approved. Please contact support@luminahelp.com - do not send items without authorization.

 

5. Inspection & Refund Processing

Inspection Process:

  • Returned items are inspected within 5–7 business days of arrival at our facility

  • Items must meet all return conditions outlined in Section 2

  • If an item fails inspection (signs of wear, missing tags, damaged), we will notify you via email

Approved Returns:

  • Refunds are processed within 5–7 business days to your original payment method

  • Original outbound shipping fees are non-refundable (unless return is due to our error)

  • Express shipping fees are non-refundable

Failed Inspection:

  • If an item does not meet return conditions, you will receive:

    • Email notification explaining why the return was rejected

    • Option to have the item returned to you at your cost

    • Option for a partial refund (at our discretion)

Refund Method:

  • All refunds are issued to your original payment method

  • Credit card refunds typically appear within 5–10 business days depending on your bank

  • PayPal refunds typically appear within 3–5 business days

 

6. Exchanges & Replacements

6.1 Standard Exchanges

We do not offer direct exchanges for regular returns. If you need a different size, color, or product:

  1. Return your original item following the process in Section 3

  2. Place a new order for your desired item

  3. This ensures faster processing and product availability

6.2 Keep & Exchange Program (Size/Color Exchanges)

We offer a convenient Keep & Exchange program for customers who need a different size or color without the hassle of international returns.

How It Works:

  1. Contact us at support@luminahelp.com within 30 days of delivery

  2. Provide your order number and the size/color you need

  3. Pay $25 USD shipping fee for the replacement item

  4. Keep your original item (no return required)

Eligibility:

  • Available for size and color exchanges only

  • Must be requested within 30 days of delivery

  • Original item must be unused and in original condition (but you keep it)

  • Subject to stock availability

  • If replacement is out of stock, you'll receive a full refund or store credit

Why This Option?

International return shipping can cost $30-60+ and take weeks. Our Keep & Exchange program saves you time and money while ensuring faster delivery of the correct item.

If We Sent the Wrong Item:

If the incorrect size/color was shipped due to our error, exchange shipping is FREE. Contact us within 7 days with photographic evidence.

Prefer a Traditional Return?

You can return your original item for a full refund by following our standard return process outlined in Section 3. You will be responsible for return shipping costs.

6.3 Faulty, Damaged, or Incorrect Products

  • Submit photo evidence within 7 days of delivery

  • You do NOT need to return the item - keep, donate, or dispose of it responsibly

  • We will send a replacement at no cost OR issue a full refund including original shipping (your choice)

  • Replacement orders are processed immediately upon approval

 

7. Order Cancellations & Right of Withdrawal

Cancellation Before Shipment:

  • You may cancel your order within 24 hours of placement

  • Contact support@luminahelp.com or text +1 (302) 329-5856 immediately

  • Orders process automatically and cannot be canceled once shipped

Cancellation After Shipment:

  • If your package is already in transit, you cannot cancel

  • Wait for delivery and follow the standard return process in Section 3

  • Our 30-day return policy will apply

 

8. Consumer Rights by Country

Your statutory consumer rights vary by location and are not affected by this policy. These rights are in addition to our 30-day return guarantee:

🇪🇺 EU CUSTOMERS (Belgium, Netherlands):

  • 14-day legal withdrawal right under EU Distance Selling Directive (separate from our 30-day policy)business.gov

  • You may withdraw without reason within 14 days of delivery

  • Refunds must be issued within 14 days of us receiving the returned item

  • Return shipping is your responsibility for change-of-mind returns

  • For faulty items: No return required - keep or donate the item

🇬🇧 UK CUSTOMERS:

  • 14-day cooling-off period under UK Consumer Contracts Regulations

  • You have 14 days to notify us of cancellation, then 14 days to return the item

  • We must refund within 14 days of receiving the returned goods

  • For faulty items: No return required under Consumer Rights Act 2015

  • Your statutory rights remain unaffected

🇦🇺 AUSTRALIAN CUSTOMERS:

  • 10 business days change-of-mind return period

  • Under Australian Consumer Law, our goods come with guarantees that cannot be excluded

  • For major failures: you're entitled to a refund, replacement, or compensation

  • For minor failures: we must repair or replace the item within a reasonable time

  • For faulty items: You may keep the item while we send a replacement or refund

🇨🇦 CANADIAN CUSTOMERS:

  • Consumer protection rights vary by province

  • Under federal Competition Act, all terms must be clear and not misleading (compliant)

  • If delivery exceeds 30 days, you have the right to cancel for a full refund

  • Your provincial consumer protection rights remain fully intact

🇳🇿 NEW ZEALAND CUSTOMERS:

  • Under Consumer Guarantees Act, products must be:

    • Of acceptable quality

    • Fit for purpose

    • Match their description

  • If these guarantees are not met, you're entitled to a remedy (repair, replacement, refund)

🇺🇸 US CUSTOMERS:

  • Under FTC Mail/Internet Order Rule, we must ship within stated timeframes or notify you

  • If we cannot deliver on time, you have the right to cancel for a full refund

  • After delivery, our 30-day return policy applies

  • State-specific consumer protection laws may provide additional rights

 

9. Faulty, Damaged, or Incorrect Items

Report Within 7 Days:
If you receive a faulty, damaged, or incorrect item, contact us at support@luminahelp.com within 7 days of delivery with:

  • Your order number

  • Description of the issue

  • Clear photos showing the problem/damage

  • Photos of packaging (if damaged in transit)

Our Response:

  • We will review your claim within 24–48 hours

  • For approved claims, you may choose:

    • Replacement: We'll send a new item at no cost, OR

    • Full refund: Including original shipping costs

Important: You do NOT need to return faulty, damaged, or incorrect items to us. You may keep, donate, or dispose of the item responsibly. We only require photographic evidence to process your claim.

Note: We cannot process claims for damaged items reported after 7 days of delivery.

 

10. Frequently Asked Questions (FAQ)

Q: What if I miss the 30-day return window?
A: Unfortunately, we cannot accept returns after 30 days. Please contact us—in exceptional circumstances, we may be able to offer store credit.

Q: How long until my refund appears in my account?
A: Once we process your refund (5–7 business days after receiving your return), bank processing times vary:

  • Credit cards: 5–10 business days

  • Debit cards: 3–5 business days

  • PayPal: 3–5 business days

Q: My return package was lost in transit—what now?
A: This is why we require tracked, insured shipping. File a claim with your courier and email us the claim reference number. We will assist after courier confirmation.

Q: Can I return a sale or discounted item?
A: Yes, our return policy applies to all items unless specifically marked as "Final Sale" or "Non-Returnable" on the product page.

Q: Do I get refunded for return shipping costs?
A: Only if the return is due to our error (faulty, damaged, or wrong item sent). For change-of-mind returns, shipping costs are your responsibility.

Q: How do I track my refund status?
A: Email support@luminahelp.com with your order number. We'll provide an update on your return inspection and refund status.

Q: What if I received a faulty item?
A: You do NOT need to return it. Simply send us photos within 7 days and we'll send a replacement or issue a full refund - you can keep or donate the faulty item.

Q: Can I send a return without contacting you first?
A: No. All returns must be registered with us first. Unregistered returns may not be accepted or refunded as we cannot track them in our system.

 

11. Contact Us

For any questions about returns or refunds, please contact us:

Email: support@luminahelp.com
SMS: +1 (302) 329-5856 (SMS only — no voice calls)
Business Hours: Monday – Saturday, 9:00 AM – 5:00 PM CET
Response Time: Within 24 business hours

 

12. Company & Legal Information

Trade Name: Lumina Wear
Legal Entity: Nexora
Business Address: Elzenhoven 2, 3162 PJ Rhoon, Netherlands
KVK Registration: 95810358
VAT Number: NL005175229B84

This business is registered in the Netherlands and complies with Dutch law, EU consumer protection directives, and international consumer rights standards.

 

13. Policy Updates

We reserve the right to modify this policy at any time. Changes will be posted on this page with an updated "Last Updated" date. Continued use of our website after changes constitutes acceptance of the revised policy.

Last Updated: December 23, 2025