Return, Replacement & Refund Policy
Effective Date: July 14, 2026
At Luma Aura, customer satisfaction is important to us. We carefully inspect every order before dispatch. If you receive a damaged, defective, or incorrect product, we are happy to offer a replacement in accordance with the policy below.
1. Replacement Eligibility
We offer replacement only for products that are:
- Damaged during transit.
- Defective upon delivery.
- Incorrect item received.
Requests must be raised within 3 days of delivery.
2. No Refund Policy
Luma Aura does not offer refunds once an order has been placed and successfully delivered.
Due to the nature of our products and the significant logistics and courier costs involved, all purchases are final, except where a replacement is approved under this policy.
3. Conditions for Replacement
To qualify for a replacement:
- The request must be submitted within 3 days of delivery.
- The product must be unused and in its original condition.
- Original packaging, tags, invoices, and accessories must be retained.
- An unboxing video and clear photographs showing the issue may be required to verify claims.
Replacement requests may be declined if:
- The product has been used, altered, or damaged after delivery.
- The request is made after the 3-day period.
- The damage is due to misuse or improper handling.
4. Replacement Process
Once your request is reviewed and approved:
- Our team will contact you.
- Pickup arrangements may be scheduled where service is available.
- If pickup is unavailable, customers may be asked to ship the item as instructed.
- After inspection, a replacement product will be dispatched, subject to stock availability.
If the same product is unavailable, Luma Aura may provide a similar product of equal value.
5. Non-Returnable Items
The following are not eligible for replacement unless received damaged or incorrect:
- Products purchased during clearance or special sale (unless damaged or incorrect).
- Gift cards (if applicable).
- Products showing signs of wear, misuse, or modification.
6. Shipping Charges
Luma Aura will bear the shipping cost only for approved replacement requests involving damaged, defective, or incorrect products.
7. Cancellation
Orders can only be cancelled before dispatch.
Orders that have already been shipped cannot be cancelled.
8. Contact Us
For replacement assistance, please contact our customer support within 3 days of receiving your order, along with your order number and supporting photographs or an unboxing video.