Refund policy
Refund & Return Policy
At LUMA HAUS, we want every piece you bring into your home to feel perfect. If your order arrives damaged, defective, or does not meet your expectations, we are here to help.
Returns
We accept eligible returns within 30 days of delivery.
To be eligible for a return, your item must:
- Be unused and in its original condition
- Include all original packaging, accessories, and components
- Be returned with proof of purchase
- Not have been installed, modified, or damaged after delivery
To begin a return request, please contact our customer support team at:
support@lumahausliving.com
Please include:
- Order number
- Customer name
- Reason for return
- Photos or videos of the item (if applicable)
Please wait for return approval before sending any item back. Unauthorized returns may not be accepted.
Damaged, Defective, or Incorrect Items
Your satisfaction is our priority.
If your order arrives damaged, defective, or you receive the wrong item, please contact us within 7 days of delivery with:
- Your order number
- Clear photos/videos showing the issue
- A description of the problem
Once reviewed and approved, we will provide a suitable solution, which may include:
- Replacement of the item
- Store credit
- Full or partial refund
For damaged items, please keep the original packaging until your claim has been resolved.
Non-Returnable Items
Certain items cannot be returned, including:
- Items that have been installed or used
- Items damaged due to improper installation or handling
- Customized or personalized products
- Clearance or final sale items
- Items returned without prior approval
Return Shipping
Customers are responsible for return shipping costs unless:
- The item arrived damaged
- The item was defective
- The wrong product was received
We recommend using a tracked shipping service when returning items. LUMA HAUS is not responsible for items lost during return shipping.
Refunds
Once your return is received and inspected, we will notify you regarding the approval status.
If approved, your refund will be processed to your original payment method within 5–10 business days.
Please note that your bank or payment provider may require additional processing time before the refund appears in your account.
Order Cancellation
At LUMA HAUS, we understand that sometimes you may need to cancel an order. We will do our best to accommodate cancellation requests, provided your order has not yet been processed for fulfillment.
Cancellation Before Processing
You may request to cancel your order before it has been processed by our fulfillment partner.
If your cancellation request is approved before processing begins, you will receive a full refund to your original payment method.
To request a cancellation, please contact us as soon as possible at support@lumahausliving.com and include your order number.
Orders Already Processed
Once an order has been processed by our fulfillment partner, it may no longer be possible to cancel the order because the product may have already entered the fulfillment or shipping process.
If your order can no longer be canceled, you may be able to request a return or refund in accordance with our Return & Refund Policy.
How to Request a Cancellation
Please contact us at support@lumahausliving.com as soon as possible after placing your order.
Please include:
- Your order number
- The email address used to place the order
- A brief reason for the cancellation
Cancellation requests are not guaranteed once an order has entered processing.
Shipping Delays
Because LUMA HAUS works with trusted global fulfillment partners, delivery times may vary depending on location, customs processing, and shipping conditions.
Shipping delays caused by carriers, customs, weather, or other circumstances outside our control do not qualify for refunds.
Contact Us
If you have any questions regarding returns, refunds, or your order, please contact us:
Email: support@lumahausliving.com
Thank you for choosing LUMA HAUS.
Illuminate your home. Elevate your everyday.