Refund Policy

At LUMA, we want you to be happy with your purchase. If you have an issue with your order or believe you are eligible for a refund, please contact our customer support team.

Refund Eligibility

Refund requests may be considered for items that are faulty, damaged, incorrect, or do not match your order.

For hygiene reasons, refunds may not be available for intimate items that have been worn, used, or had their hygiene seal removed, except where required by applicable law.

Refund Process

To request a refund, please contact us at hello@lumanz.com with your order number and details of the issue. Photos may be requested to help us assess your claim.

Once your request has been reviewed and approved, the refund will be processed to your original payment method.

Please note that the time it takes for the refund to appear in your account may vary depending on your bank or payment provider.

Damaged or Incorrect Orders

If your order arrives damaged, faulty, or incorrect, please contact us as soon as possible so we can review the issue and assist you.

Contact Us

Email: hello@lumanz.com
Phone: +64 21 822 885
Address: Shop 3, 262 Ti Rakau Drive, Burswood, Auckland, New Zealand

If you have any questions about our Refund Policy, please contact our team.