Refund Policy
Refund & Return Policy
We want you to love your Lumorae™ lanterns. If you’re not completely satisfied, we’re here to help.
45-Day Return Policy
You have 45 days after receiving your item to request a return.
To be eligible:
- Item must be in the same condition as received — unused, with original packaging and tags.
- Proof of purchase (receipt or order number) is required.
To start a return, contact us at support@lumorae.com.
Returns should be sent to: [INSERT RETURN ADDRESS].
If your return is accepted, we’ll provide a return shipping label and clear instructions. Items sent back without first requesting a return will not be accepted.
You can always reach us at support@lumorae.com for any return questions.
Damages and Issues
Please inspect your order upon arrival. If the item is defective, damaged, or incorrect, contact us immediately so we can evaluate the issue and make it right.
Exceptions / Non-Returnable Items
Certain items cannot be returned:
- Custom products (personalized orders).
- Perishable or hazardous goods.
- Sale items and gift cards.
If unsure, contact us to confirm eligibility before starting a return.
Exchanges
The fastest way to get what you want is to return the item you have. Once the return is accepted, simply place a new order for the replacement.
European Union 14-Day Cooling Off Period
If your order ships into the EU, you have the right to cancel or return it within 14 days, for any reason and without justification. The item must still be unused, with tags, and in original packaging, with proof of purchase.
Refunds
- Once your return is received and inspected, we’ll notify you if it’s approved.
- If approved, your refund will be issued to your original payment method within 10 business days.
- Please note: banks or card issuers may take additional time to process the refund.
If more than 15 business days have passed since approval and you haven’t received your refund, contact us at support@lumorae.com.