Refund policy

Return & Refund Policy – LUMORA SA

At LUMORA SA, we want you to feel confident in your purchase. If you're not completely satisfied, we're here to help.

1. Returns Eligibility

You may request a return within 30 days of receiving your order, provided that:

• The item is unused and in its original condition
• The item is in its original packaging
• Proof of purchase is provided

For hygiene and safety reasons, used skincare devices cannot be returned unless faulty.

2. Faulty or Damaged Products

If your item arrives damaged, defective, or not working as intended, please contact us within 7 days of delivery.

We will:

• Replace the item at no additional cost, or
• Offer a full refund if a replacement is not available

3. How to Request a Return

To start a return, please contact us at: support@lumorasa.com

Include:

• Your order number
• A brief description of the issue
• Photos (if the item is damaged or faulty)

Once approved, we will provide return instructions.

4. Return Shipping

• Customers are responsible for return shipping costs unless the item is faulty or incorrect
• We recommend using a trackable shipping service

5. Refunds

Once your return is received and inspected:

• Approved refunds will be processed within 5–10 business days
• Refunds will be issued to your original payment method

6. Non-Returnable Items

We do not accept returns for:

• Used products (unless defective)
• Items damaged due to misuse
• Gift cards or promotional items

7. Exchanges

We only replace items if they are defective or damaged. If you need an exchange, contact us using the details above.

8. Consumer Rights (South Africa)

This policy is in line with the Consumer Protection Act, which ensures your right to receive goods that are safe, of good quality, and fit for purpose.

9. Contact Us

If you have any questions, please contact: support@lumorasa.com