At LUMAA, we strive to provide the highest level of service. While we aim for complete customer satisfaction, we understand that sometimes you may need to cancel or request a refund. Below is our policy regarding cancellations and refunds:

    1. Cancellations

    • Orders can be cancelled within 24 hours of placement. After this period, the order will be processed, and cancellation will not be possible.
    • To cancel your order, please contact us at support@lumaatunnoor.com or WhatsApp +923104992111 with your order details.
    • In case of cancellation, the amount will only be refunded via Bank Transfer if the order was placed using the Direct Bank Transfer payment method and the payment has already been received in our bank account.
    • If the order has already been dispatched, it cannot be cancelled, and the return policy will apply instead.

    2. Refund Policy

    We offer refunds and exchanges under the following conditions:

    Eligibility for Refunds

    1. The product(s) received are faulty, damaged, or defective at the time of delivery.
    2. The received product(s) differ from the original order (wrong size, color, or design).
    3. The product is unused, with all tags, labels, and original packaging intact.
    4. If the package is damaged or missing items, outer packaging images must be shared as evidence before discarding the packaging via email at support@lumaatunnoor.com.

    Refund Process

    • Refunds will be processed via bank transfer within 5-7 business days after approval.
    • Customers must return the product first before the refund is issued.
    • Shipping fees are non-refundable unless the item is incorrect or defective.
    • If a refund is not possible, we may offer store credit as an alternative.

    3. Exchange Policy

    • Exchanges can be requested within 7 days of order delivery.
    • Customers are responsible for return shipping costs, unless the item is faulty or incorrect.
    • Exchange requests will only be entertained if the product is unused, with original tags and packaging.
    • Sale items are eligible for exchange and refund, subject to the same conditions.

    4. Additional Terms

    • We do not offer refunds or exchanges due to a change of mind, personal preference, or incorrect size selection by the customer.
    • We are not responsible for damage due to improper washing, color bleeding, or fabric shrinkage.
    • If your order is out of stock or cannot be processed, we reserve the right to cancel it and provide a full refund.
    • Cash on Delivery (COD) orders must be paid in full before opening the package, as per courier company policy.

    For any inquiries, please reach out to us at:
    📧 Email: support@lumaatunnoor.com
    📲 WhatsApp: +923104992111

    By placing an order with us, you agree to these terms and conditions.