Refund policy

Refund Policy

Our Commitment

We want you to love what you ordered. If something isn't right, we'll make it right. Our return window is 30 days from the date your order is delivered.

Eligibility for Returns

To be eligible for a return your item must be unused, in its original condition, and in its original packaging. Items that have been used, damaged by misuse, or are missing parts are not eligible for a return.

The following are not eligible for returns: items returned more than 30 days after delivery, items damaged due to misuse or negligence, and gift cards.

Damaged or Incorrect Items

If your item arrives damaged or you received the wrong product, please contact us within 7 days of delivery at support@lumaveil.shop with your order number and a photo of the issue. We will arrange a replacement or full refund at no cost to you — no need to return the item.

How to Start a Return

Email us at support@lumaveil.shop with your order number and the reason for your return. We will respond within 1–2 business days with return instructions. Please do not send items back without contacting us first.

Return Shipping

Return shipping costs are the responsibility of the customer unless the item is faulty or incorrect. We recommend using a tracked service as we cannot be held responsible for items lost in transit on their way back to us.

Refund Processing

Once your return is received and inspected we will notify you by email. If approved, your refund will be processed to your original payment method within 5 to 10 business days. Please allow additional time for your bank or card provider to process the credit.

Late or Missing Refunds

If you have not received your refund after 10 business days, first check with your bank as processing times vary. If the issue persists, contact us at support@lumaveil.shop and we will look into it for you.

Exchanges

We do not process direct exchanges. If you would like a different item, please return your original order for a refund and place a new order.