Lumenar CommerceLimited Liability Company
Legal

Refund & Return Policy

Effective date: August 10, 2026 · Last updated: August 10, 2026

Summary: you have 30 days from delivery to request a return. Items must be unused and in their original packaging. Approved refunds are issued to the original payment method within 5–10 business days of us receiving the returned item. Damaged, defective or incorrect items are replaced or refunded in full, including shipping.

1. Return window

You may request a return within 30 calendar days of the date your order was delivered, as recorded by the carrier. Requests received after that period cannot be accepted, except where a longer period is required by the consumer protection law that applies to you.

2. Eligibility

To be eligible for a return, an item must be:

  • unused, unworn and in the same condition in which you received it;
  • in its original packaging, with all tags, manuals, accessories and free gifts included;
  • accompanied by proof of purchase (order number or receipt).

We may reduce a refund to reflect any loss in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the item.

3. Items that cannot be returned

For hygiene, safety or legal reasons, the following are not returnable unless they arrive damaged or defective:

  • personal care and intimate items whose seal has been broken;
  • perishable goods;
  • custom-made or personalised items produced to your specification;
  • digital products and gift cards;
  • items marked as final sale at the moment of purchase.

4. How to start a return

  1. Email contact@lumenarcommerce.com with your order number, the items you wish to return and the reason.
  2. We reply within one business day with a Return Merchandise Authorisation (RMA) number and the correct return address.
  3. Pack the item securely, write the RMA number on the outside of the parcel, and ship it within 14 days of receiving the authorisation.
  4. Send us the tracking number so we can confirm receipt.

Returns sent without an RMA number, or to an address other than the one we provide, cannot be processed and may be refused by the receiving warehouse.

5. Return shipping costs

  • Change of mind: return shipping is paid by you, and the original outbound shipping charge is not refunded.
  • Our error, damage or defect: we cover return shipping and refund the outbound shipping charge in full.

We recommend a trackable service. Until the parcel reaches us, the risk of loss in transit remains with the sender.

6. Refunds

Once the returned item arrives, we inspect it and notify you of the outcome within 3 business days.

Approved refunds are issued to the original payment method within 5 to 10 business days. The time it takes for the credit to appear on your statement depends on your bank or card issuer and is outside our control.

We do not refund to a different card, account or person than the one used for the original payment.

If a refund has not appeared after 10 business days, contact your bank first, then write to us and we will send the refund reference issued by our payment processor.

7. Exchanges

We exchange items that are defective, damaged, or the wrong size or variant where an alternative is in stock. To exchange, follow the return procedure in section 4 and state the replacement you want. If the replacement is unavailable, we refund instead.

8. Damaged, defective or incorrect items

Inspect your order on arrival. If an item is damaged, defective or not what you ordered, contact us within 7 days of delivery with your order number and photographs of the item and its packaging.

Once verified, we send a replacement at no cost or issue a full refund including all shipping charges, at your choice. You will not be asked to pay return shipping in these cases.

9. Lost or undelivered parcels

If tracking shows no movement for 10 business days, or shows delivery to an address you did not receive it at, contact us. We open an investigation with the carrier, which typically takes up to 10 business days, and then either reship the order or refund it in full.

Parcels returned to us as undeliverable because of an incorrect or incomplete address are refunded less the original shipping cost, or reshipped once you pay a new shipping charge.

10. Order cancellation

You may cancel an order at no cost while it is still being processed, normally within 12 hours of purchase. Once an order has been dispatched it can no longer be cancelled and must be handled as a return.

Where we cancel an order ourselves (stock unavailable, pricing error, failed fraud screening, or delivery not possible to your location), you are refunded in full within 5 business days.

11. Chargebacks

If something is wrong with your order, contacting us is faster than opening a dispute with your bank; most cases are settled within one business day.

Where a chargeback is raised, we respond to the payment processor with the order record, delivery confirmation and correspondence relating to the purchase, as we are entitled to do.

12. Contact

Returns, refunds and order problems:

Lumenar Commerce LLC
Attn: Customer Support
2335 E. Atlantic Blvd, Ste 200, Pompano Beach, FL 33062, United States
contact@lumenarcommerce.com
Monday to Friday, 9:00–18:00 (ET)