At LUMAA, customer satisfaction is our top priority. We offer both returns and exchanges to ensure a hassle-free shopping experience. Please read our policy carefully before making a request.

    1. Eligibility for Return & Exchange

    You may request a return or exchange within 7 days of receiving your order if:
    ✅ The item is faulty, damaged, or defective at the time of delivery.
    ✅ You received a different product from what you ordered.
    ✅ The product is unused, unwashed, and in its original condition with all tags, labels, and packaging intact.

    📌 Note: We do not accept returns or exchanges for items that were damaged due to misuse, improper washing, or normal wear and tear.

    2. How to Request a Return or Exchange?

    1️⃣ Email or WhatsApp us within 7 days of receiving your order.
    2️⃣ Share clear images of the faulty or incorrect item, along with your order number.
    3️⃣ Our team will review your request and respond within 24-48 hours with further instructions.

    📧 Email: support@lumaatunnoor.com
    📲 WhatsApp: +923104992111

    3. Return & Refund Policy

    ✅ Cash on Delivery (COD) Orders: Eligible for exchange only. No refunds are provided.
    ✅ Bank Transfer Orders: If you completed your order via Direct Bank Transfer and the amount has already been transferred to our account, you may request a refund. The refund will be processed via Bank Transfer within 7-10 working days after approval.

    📌 Note: Shipping and handling charges are non-refundable.

    4. Exchange Process

    ✅ If your request is approved, you will need to send the product back to us.
    ✅ Once we receive the item and verify its condition, we will process the exchange.
    ✅ You can choose to receive:

    • The same product (if available in stock).
    • A different product of equal value.

    Shipping Costs: Customers are responsible for return shipping charges unless the return is due to an error on our part.

    5. Order Cancellation Policy

    ✅ Orders can be canceled within 24 hours of placement.
    ✅ If the order was completed through Direct Bank Transfer, the amount will be refunded via Bank Transfer if the cancellation request is approved before dispatch.
    ✅ Orders canceled after dispatch will not be eligible for refunds.

    6. Items Not Eligible for Return or Exchange

    ❌ Used, worn, or washed items.
    ❌ Items without original tags, labels, or packaging.
    ❌ Sale or discounted items.
    ❌ Customized or made-to-order products.

    For any further assistance, feel free to contact our support team!