Refund policy

Returns

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for an ordinary return, your item must be unused, unwashed, unworn, and in the same condition that you received it, with tags attached and in its original packaging. You’ll also need your receipt or proof of purchase.

To start a return, please contact us at lumorabrands@yahoo.com before sending your item back. Please include your order number and the reason for the return.

Returns should be sent to:

Lumora Luxury Brands

539 W. Commerce St., Suite 3952

Dallas, TX 75208-1953

United States

For ordinary returns, including returns due to a change of mind, the customer is responsible for return shipping costs. Do not send an item back without first contacting us and receiving return instructions.

If an item is determined to be damaged, defective, or incorrectly fulfilled, Lumora Luxury Brands will provide return-shipping instructions and cover the applicable return shipping cost.

You can always contact us for any return question at lumorabrands@yahoo.com. 

 

Damages and issues

Please inspect your order when you receive it and contact us promptly if the item is materially damaged, defective, or if you received the wrong item.

A damaged or defective item may include a towel that arrives torn, punctured, significantly stained, improperly sewn, has a substantial manufacturing defect, or has materially damaged, incomplete, or incorrect embroidery. A wrong item includes an item, size, color, or design that does not match your order.

To request assistance, please contact us at lumorabrands@yahoo.com and provide your order number and a description of the issue. We may request photographs or other information to help us evaluate the issue.

If we determine that the item is damaged, defective, or was incorrectly fulfilled, we will provide instructions for returning the item and will cover the applicable return shipping cost.

 

Exceptions / non-returnable items 
Certain items may not be eligible for return where permitted by applicable law, including custom or personalized products and other products that are legally exempt from return.
For hygiene-related products, applicable law may restrict returns where a sealed product has been opened and the product is not suitable for return for health or hygiene reasons.
We also do not accept returns for hazardous materials, flammable liquids, or gases, where applicable.
Sale items and gift cards are not eligible for ordinary returns, except where a return or refund is required by applicable law.
If you have questions about whether a specific item is eligible for return, please contact us before sending it back.

Exchanges
We do not offer direct exchanges. If you would like a different item, size, color, or design, please request a return for the eligible item and, once your return is approved, place a new order for the item you would like.

 

European Union 14-Day Cooling-Off Period

If your order is being shipped to a country in the European Union, you generally have the right to cancel your order within 14 days after receiving the goods, without providing a reason, subject to applicable legal exceptions.
If you exercise this right, you must return the goods without undue delay and in accordance with applicable law. You may be responsible for the direct cost of returning the goods where permitted by law and where you were informed of this responsibility before placing your order.
This right does not apply to goods that are exempt from the statutory right of withdrawal under applicable law, including certain sealed goods that are not suitable for return for health or hygiene reasons after the seal has been opened.
Nothing in this policy limits any mandatory consumer rights that apply to customers in the European Union.

Refunds
We will notify you once we have received and inspected your returned item and will let you know whether your refund has been approved.
If your refund is approved, the refund will be issued to your original payment method. For non-EU returns, please allow additional time for your financial institution to process the refund after it has been issued.
If the returned item does not meet the applicable return requirements, we may decline the refund or, where permitted by applicable law, issue a partial refund.
European Union customers: Where you exercise your statutory right of withdrawal, refunds will be processed in accordance with applicable law. We will generally reimburse payments received, including applicable standard delivery costs, subject to the rights and exceptions provided by law. We may withhold reimbursement until we have received the returned goods or you provide evidence that they have been sent back, whichever occurs first.