🔄 Returns accepted within 7 days of delivery💬 WhatsApp +91 80100 17975 for support🚚 Free Delivery Across India

🔄 Returns & Refunds Policy

Your satisfaction is our priority. Here's how we handle returns and refunds.

Last Updated: 1 June 2026

⚠️ All Lumina products are made-to-order and personalized. Please review our returns policy carefully before placing an order.

Overview

At Lumina, we take immense care to ensure every personalized product is crafted to perfection. Because each product is individually crafted based on your specifications and reference photos, we do not accept returns for change of mind. However, we fully support returns and refunds for damaged, defective, or incorrectly dispatched items.

Eligible Returns

We accept returns in the following circumstances:

  • Damaged in Transit: If your product arrives broken, cracked, or damaged due to shipping.
  • Manufacturing Defect: If there is a defect in the product that was not caused by the customer.
  • Wrong Item Shipped: If we shipped the wrong product or a product that does not match your order.
  • Significantly Different from Approved Customisation: If the final product differs significantly from the digital customisation you approved.

✅ All eligible return requests must be raised within 48 hours of delivery with photographic proof.

Non-Eligible Returns

We do not accept returns for:

  • Change of mind after placing an order
  • Minor colour variations between the digital customisation and physical product (slight variations are natural)
  • Damage caused after delivery due to mishandling
  • Items that have been used or altered
  • Delayed delivery due to courier partner or unforeseen circumstances
  • International orders (returns are not accepted due to logistics; please contact us and we will find a resolution)

Return Process

  1. Contact us within 48 hours of delivery via WhatsApp (+91 80100 17975) or email (luminaaliving@gmail.com).
  2. Share your Order ID, clear photographs of the damaged/defective product, and the outer packaging.
  3. Our team will review your request within 1–2 business days.
  4. If approved, we will arrange a reverse pickup or provide a prepaid return label (India only).
  5. Once the item is received and inspected, we will process your refund or replacement.

Refunds

  • Mode: Refunds are processed to the original payment method (UPI, bank, card).
  • Timeline: 5–7 business days after the returned item is received and inspected.
  • COD Orders: Refunds will be processed via NEFT/IMPS bank transfer. Please share bank details when raising a return request.
  • Shipping Costs: Original shipping costs (if any) are non-refundable unless the return is due to our error.

Exchanges

We currently do not offer direct exchanges. If your product is eligible for return, we will issue a full refund and you may place a new order. For damaged items, we may offer a free replacement at our discretion instead of a refund.

Damaged Items — Special Note

Every Lumina product is carefully packed with protective foam and premium gift boxes. If your order arrives damaged:

  • Do not discard the outer packaging — it may be needed for courier insurance claims.
  • Photograph both the product and packaging damage.
  • Contact us immediately — we will prioritize your case.

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