Refund policy

EXCHANGE, RETURN & REFUND POLICY

Last Updated:1 February 

At Luméa (@bylumea.co), we are committed to delivering quality products. As our pieces are delicate accessories, we kindly ask customers to review their orders carefully before confirming purchase.

By placing an order with us, you agree to the terms below.

1. All Sales Are Final

All purchases are strictly non-refundable.

Refunds will not be granted for:

  • Change of mind

  • Incorrect selection of design, colour, or variation

  • Incorrect shipping details provided by customer

  • Minor differences in colour due to lighting, photography, or screen display

  • Slight handmade or finishing variations that do not affect functionality

Please ensure all details are correct before completing your order.

2. Exchange Policy (Limited & Subject to Approval)

We only allow exchanges under strict conditions and subject to approval.

Exchange requests must:

  • Be made within 48 hours of parcel delivery

  • Include clear proof of purchase and order number

  • Be for items that are unused, unworn, unaltered, and in original packaging

For hygiene and quality control reasons, we reserve the right to reject any exchange if:

  • The item shows signs of wear, scratches, perfume scent, or damage

  • The request is made after the stated timeframe

  • Packaging is incomplete

Customers are responsible for:

  • Return shipping costs

  • Reshipping fee for the exchanged item

3. Defective or Incorrect Items

If you receive a defective or incorrect item, you must notify us within 24 hours of receiving the parcel.

Kindly provide:

  • Order number

  • Clear unedited photos and video evidence

  • Photos of original packaging

All items are quality-checked before shipment. Claims without sufficient evidence may not be accepted.

If the claim is verified, we will:

  • Replace the item (subject to stock availability), or

  • Provide store credit at our discretion

In verified cases, Luméa will bear the shipping cost.

4. Strictly Non-Exchangeable Items

For hygiene and policy reasons, the following are strictly not eligible for exchange or return:

  • Earrings

  • Sale / promotional items

  • Pre-order or customised items

  • Items purchased using discount codes

  • Items damaged due to improper care

5. Lost, Damaged or Delayed Parcels

Once the parcel has been handed over to the courier and tracking number issued, Luméa shall not be liable for:

  • Courier delays

  • Loss during transit

  • Damage caused by courier handling

However, we will assist in filing an investigation with the courier when necessary.

6. Final Decision

Luméa reserves the right to:

  • Refuse any exchange or claim that does not meet the above conditions

  • Make the final decision on all exchange, replacement, or store credit requests

7. Contact Us

All exchange or defect claims must be submitted to:

Instagram: @bylumea.co
Email:bylumea.co@gmail.com

Please allow 1–3 working days for review.