Refund policy

Return & Refund Policy

At LUMARA, we are committed to delivering premium, authentic hair products that meet the highest quality standards. If your order does not meet these expectations, we will make it right.

1. Authenticity Guarantee (100% Human Hair)

If the product you receive is not 100% human hair, you are entitled to a full refund with no conditions.

2. Incorrect or Mismatched Orders

If the product received does not match your confirmed order details (including length, texture, color, or product type), we will issue a full refund or replacement, subject to verification.

3. Change of Mind / Order Cancellation

• Before shipment:
  Orders canceled before shipping are eligible for an immediate full refund.
• After shipment:
  If the order has already shipped, the item must be returned to our warehouse unused and in original condition.
  Once inspected and approved, a refund will be issued.
  Please note: The customer is responsible for round-trip shipping costs and any applicable customs or import fees.

4. Customized Products (Final Sale)

Customized items including but not limited to custom color, texture, weight, cap size, or special measurements are final sale and non-refundable once production has begun. Refunds or replacements for customized products are only available in the event of a verified quality defect.

Return Eligibility Conditions

To qualify for a return or refund:

• The product must be unused, unaltered, and unwashed
• Original packaging, lace, tags, and accessories must be intact
• Returns must be initiated within the approved return window provided by our support team

Return Process

To ensure a smooth and secure return experience, please follow the steps below:

Step 1: Submit Verification

Contact our support team and provide clear photos and videos showing the issue with the product. This allows us to verify the concern promptly.

Step 2: Return Authorization & Address

Once approved, we will provide you with the official return address.
Unauthorized returns will not be accepted.

Step 3: Inspection & Refund

Returned items are inspected upon arrival at our warehouse.
Once the return is approved:

• Refunds are processed to the original payment method
• Processing time typically takes 5–10 business days, depending on your bank or payment provider

Note:

• Shipping fees are non-refundable unless the return is due to an error on our part
• LUMARA reserves the right to decline returns that do not meet eligibility requirements
• Repeated or abusive return behavior may result in refusal of future returns