Refund policy

Request a return or cancellation

Request a return or cancel an order through your customer account. You can also email Lumaysaofficial@gmail.com with your order number and request.

Change-of-mind returns

Lumaysa does not offer voluntary returns or exchanges for change of mind, except where applicable law gives you a right to cancel or return your purchase.

EU withdrawal rights

EU consumers may withdraw without giving a reason before delivery and within 14 days after receiving the last item in their order. If the deadline falls on a weekend or holiday, it extends to the next business day. Use the account link above to request cancellation before fulfilment or a return after fulfilment, or contact us by email. Return the goods within 14 days after notifying us of withdrawal. For change-of-mind withdrawals, you pay the direct return postage; we do not charge a restocking fee. You may inspect the goods as you would in a shop; you may be responsible for reduced value caused by handling beyond what is necessary to establish their nature, characteristics and functioning.

Damaged, faulty, or incorrect items

Contact us with your order number and details of the problem. Photos can help us investigate. We will arrange the remedy required by applicable law, including applicable return costs. This policy does not exclude rights for faulty, damaged or incorrectly supplied items.

Return instructions

Contact us for return instructions. Our business contact address is 4750 Auburn Way N, Auburn, WA 98002, United States. Contacting us for instructions does not limit your right to give timely notice of withdrawal.

Refunds

For an EU withdrawal, we refund the payment, including the cost of standard outbound delivery, within 14 days of receiving your withdrawal notice. We may withhold the refund until we receive the goods or evidence that you sent them back, whichever occurs first. Additional charges for premium delivery are not refunded beyond the standard delivery cost. Refunds go to the original payment method unless otherwise agreed, without a refund fee. Your payment provider may need additional processing time.

Nothing in this policy limits mandatory consumer rights. Other applicable local cancellation, return and warranty rights continue to apply.