Refund policy
Our Commitment
At Lumexa, your satisfaction is our priority. If you're not completely happy with your purchase, we're here to help with returns and refunds according to the terms outlined below.
Return Window
You have 30 days from the date of delivery to initiate a return. Returns requested after this period cannot be acacommodated.
Eligibility for Returns
To be eligible for a return, items must meet the following conditions:
- Item must be unused and in the same condition as received
- Item must be in original packaging
- Item must include all tags, labels, and accessories
- Proof of purchase (order number or receipt) must be provided
Non-Returnable Items
The following items cannot be returned:
- Items marked as final sale or clearance
- Opened or used hygiene products, cosmetics, or personal care items
- Perishable goods or consumables
- Custom or personalized items
- Digital products or downloadable content
How to Initiate a Return
To start a return, please follow these steps:
- Contact Us: Email us at support@shoplumexa.com with your order number and reason for return
- Receive Authorization: Wait for our return authorization email with instructions
- Ship Item Back: Package the item securely and ship to the address provided
- Tracking Required: Use a trackable shipping method and retain your tracking number
Important: Do not ship items back without first receiving return authorization. Unauthorized returns may not be processed.
Return Shipping Costs
- Defective or Incorrect Items: We cover return shipping costs
- Change of Mind: Customer is responsible for return shipping costs
- Refused Delivery: Customer is responsible for original shipping and return costs
We recommend using a trackable shipping service, as we cannot guarantee receipt of returned items without tracking.
Refund Processing
Once we receive and inspect your returned item:
- Inspection Time: 3-5 business days
- Refund Processing: 5-10 business days after approval
- Refund Method: Original payment method
Please note that it may take additional time for your bank or credit card company to post the refund to your account.
Refund Amounts
- Full Refund: Original product price (excluding original shipping fees)
- Partial Refund: Items returned in less than perfect condition may receive partial refund
- Shipping Fees: Original shipping charges are non-refundable unless the item was defective or we made an error
Exchanges
We currently do not offer direct exchanges.
If you need a different size, color, or item, please return your original item for a refund and place a new order.
Damaged or Defective Items
If you receive a damaged or defective item:
- Contact us immediately at support@shoplumexa.com within 48 hours of delivery
- Provide photos of the damage or defect
- Include your order number in your email
We will arrange for a replacement or full refund at no additional cost to you, including return shipping.
Wrong Item Received
If you received the wrong item:
- Contact us at support@shoplumexa.com within 48 hours of delivery
- Do not use or open the incorrect item
- Provide photos and your order number
We will send you the correct item and provide a prepaid return label for the incorrect item.
Lost or Stolen Packages
Once a package is marked as delivered by the carrier, Lumexa is not responsible for lost or stolen packages. We recommend:
- Tracking your shipment closely
- Requiring signature confirmation if available
- Filing a claim with the shipping carrier
- Contacting local authorities if theft is suspected
Cancelled Orders
Orders can be cancelled within 24 hours of placement. Once an order has been processed and shipped, it cannot be cancelled but may be returned according to this policy.
To cancel an order, contact us immediately at support@shoplumexa.com with your order number.
Restocking Fees
We do not charge restocking fees
International Returns
International customers are responsible for:
- Return shipping costs
- Any customs fees or duties incurred during return shipping
- Risk of loss during return transit
Refunds for international orders will not include original shipping costs or customs fees paid.
Store Credit
We may offer store credit as an alternative to refunds. Store credit can be used for future purchases and does not expire.
Contact Us
If you have questions about returns or refunds, please contact us:
- Email: support@shoplumexa.com
- Hours: Monday - Friday : 9am - 5pm PST.
Policy Updates
We reserve the right to update this policy at any time. Changes will be posted on this page with an updated effective date.
Thank you for shopping with Lumexa!