Refund Policy

Thank you for shopping at Lumenza. We are committed to ensuring your satisfaction with every purchase. If, for any reason, you are not completely satisfied with your order, please read our Refund Policy below to understand how we handle returns, refunds, and exchanges.

1. Refund Eligibility

Due to the nature of our products (perfume testers), we do not accept returns or exchanges for items unless the following conditions apply:

  • Damaged or Defective Products: If your product arrives damaged, defective, or in an unsatisfactory condition, you may be eligible for a refund or replacement.
  • Incorrect Items: If you receive an item that is different from what you ordered, we will offer a refund or a replacement.

Refunds or replacements will only be issued if the claim is made within 3 days of receiving your order.

2. How to Request a Refund

If you believe you are eligible for a refund under our policy, please follow these steps:

  • Contact Us: Reach out to our customer service team at lumenza.store@gmail.com or +923096899970 within 3 days of receiving your order. Provide the following information:

    • Your order number
    • A description of the issue (damaged, defective, or incorrect product)
    • Photographs of the damaged/defective item (if applicable)

  • Review Process: Our team will review your request and, if eligible, will provide instructions on how to return the product or how we will proceed with your refund.

3. Refund Process

  • Approved Refunds: Once your return or refund request is approved, we will process the refund through the original payment method (if applicable) or provide store credit for future purchases.

    • For Cash on Delivery (COD) orders, refunds will be processed via store credit.

  • Timeframe: Once the refund is approved, it may take up to 7-10 business days to process and reflect in your account, depending on the payment method or if store credit is issued.

  • Partial Refunds: In cases where only part of the order is defective or incorrect, we will issue a partial refund or offer a replacement for the affected item.

4. Non-Refundable Items

The following items are not eligible for a refund:

  • Products that have been used, opened, or damaged after delivery (unless defective).
  • Products that were delivered correctly but returned due to a change of mind or dissatisfaction with the product.
  • Perfume testers that have been opened or used, as we cannot resell opened items for hygiene and safety reasons.

5. Exchange Policy

We do not offer exchanges for products. If you receive a damaged, defective, or incorrect item, we will process a refund or replacement, as described in the Refund Process.

6. Shipping Charges for Returns

  • Return Shipping: If your item is eligible for a return or replacement (due to damage or incorrect product), we will cover the return shipping costs.
  • Non-Refundable Shipping Fees: Shipping costs are non-refundable. If the order is eligible for a refund, the amount refunded will not include the original shipping charges.

7. Cancellations

  • Order Cancellation: If you wish to cancel your order before it is shipped, please contact us immediately. We will attempt to cancel the order, but once the item has been shipped, cancellations are no longer possible.
  • Partial Cancellation: If your order contains multiple items and you wish to cancel one or more items, we may process a refund for the canceled items only. Shipping costs will not be refunded.

8. Customer Support

If you have any questions regarding your refund or need assistance with a return, please feel free to contact our customer support team:

Email: lumenza.store@gmail.com
Phone: +923096899970

By making a purchase from Lumenza, you acknowledge and agree to the terms of this Refund Policy. We are committed to providing you with high-quality products and excellent customer service. Thank you for shopping with us!