Refund policy

Return & Refund Policy

Updated: July 2026

At LUMUWA, we want you to feel confident with your purchase. You may request a return within 30 days of receiving your order, subject to the conditions below.

1. Return Eligibility

To be eligible for a return:

• The product must be unused, in its original condition, and returned with all original packaging, accessories, manuals, and components.
• The product must not show signs of misuse, accidental damage, excessive wear, or unauthorized modification.
• Proof of purchase and the original order number are required.
• The return request must be submitted within 30 days of delivery.

2. How to Request a Return

To start a return, please contact our customer support team at support@lumuwacare.com .

Please include your order number, the reason for your request, and clear photographs or videos of the product when applicable. Our team will review your request and provide the appropriate return instructions.

Products returned without prior authorization may not be accepted or refunded.

3. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, incomplete, or different from what you ordered, please contact us within 7 days of delivery.

After reviewing the information provided, we may offer a replacement, refund, or another appropriate solution. When the issue is confirmed to be our error, LUMUWA will cover the applicable return or replacement costs.

4. Non-Returnable Items

Returns may not be accepted for:

• Products that have been used or show signs of wear.
• Products returned without their original packaging, accessories, manuals, or components.
• Products damaged through misuse, improper care, accidents, or failure to follow the usage instructions.
• Gift cards or promotional items provided at no additional cost, unless required by applicable law.
• Items marked as final sale at the time of purchase.

5. Return Shipping

Unless the return is caused by a damaged, defective, or incorrect item sent by LUMUWA, return shipping costs are the responsibility of the customer.

We recommend using a tracked shipping service, as LUMUWA is not responsible for returned packages that are lost or damaged during transit.

6. Return Inspection

Once your returned product is received, it will be inspected to confirm that it meets the eligibility requirements described in this policy.

We will notify you by email once your return has been approved or declined. If the product does not meet the return conditions, the refund may be refused.

7. Refunds

Approved refunds will be issued to the original payment method within 5–10 business days after the returned product has been received, inspected, and approved.

The time required for the refund to appear in your account may vary depending on your bank, card issuer, or payment provider.

Original shipping charges and return shipping costs are generally non-refundable, except when the return results from an error by LUMUWA or where otherwise required by applicable law.

8. Exchanges

We do not offer direct exchanges. To receive a different product, please return the eligible item in accordance with this policy and place a new order separately.

9. Order Cancellations

Cancellation requests should be submitted as soon as possible. We cannot guarantee that an order can be cancelled once it has entered processing or has already been shipped.

If the order has already been dispatched, you may request a return after delivery in accordance with this policy.

10. Consumer Rights

Nothing in this policy limits any mandatory consumer rights available to you under the laws applicable in your place of residence.