Returns & Exchange
Customer Care
Returns & Exchanges
We want you to love every LUMELUX purchase. If something is not right, we are here to make it easy.
📦
Easy Returns
Hassle-free returns on eligible items within the return window.
15 Days
🔄
Free Exchange
Swap for a different design or variant at no extra cost.
15 Days
💳
Fast Refunds
Refunds processed back to your original payment method.
3–5 Business Days
Return Policy
✦ Our 15-Day Return Guarantee
We accept returns within 15 days of the delivery date. Items must be unused, undamaged, and returned in their original packaging. Once your return is received and inspected, a full refund will be issued to your original payment method within 3–5 business days.
✦ Items NOT Eligible for Return
- Items returned after 15 days of delivery
- Used, damaged, or altered items
- Items without original packaging
- Sale or final clearance items
- Customised or personalised products
How to Return
1
Contact Our Support Team
Email us at support@lumelux.com with your order number and reason for return. Our team will respond within 24 hours with return instructions.
2
Pack Your Item Securely
Place the item back in its original packaging. Make sure it is securely packed to avoid any damage during transit. Include your order number inside the package.
3
Ship It Back to Us
Send the package to the return address provided by our support team. We recommend using a tracked shipping service. Return shipping costs are the responsibility of the customer unless the item is defective or incorrect.
4
Refund Processed
Once we receive and inspect your return, your refund will be processed within 3–5 business days. You will receive a confirmation email. Please allow an additional 2–5 days for your bank to reflect the amount.
How to Exchange
1
Email Us Your Exchange Request
Contact us at support@lumelux.com with your order number and the item you would like to exchange for. Please include the design, colour, or variant you prefer.
2
We Confirm Availability
Our team will confirm whether your requested item is in stock and provide you with next steps. Exchanges are subject to stock availability.
3
Send Back the Original Item
Ship the original item back to us using a tracked service. Once received and inspected, we will dispatch your new item within 2–3 business days.
4
New Item Dispatched
Your replacement item will be shipped and you will receive a new tracking number via email. Standard delivery times apply for the exchange shipment.
Eligibility at a Glance
Situation Return Exchange
Item unused in original packaging ✓ Yes ✓ Yes
Item arrived damaged or defective ✓ Yes ✓ Yes
Wrong item received ✓ Yes ✓ Yes
Item opened but unused ~ Maybe ~ Maybe
Item used or installed ✗ No ✗ No
After 15 days of delivery ✗ No ✗ No
Sale or clearance item ✗ No ✗ No
Damaged or Incorrect Item?
✦ We Make It Right — Immediately
If your item arrived damaged, defective, or was the wrong product — we sincerely apologise. Please email us at support@lumelux.com within 48 hours of receiving your order with:
- Your order number
- Clear photos of the damage or incorrect item
- A brief description of the issue
Need help with a return or exchange?
Our support team replies within 24 hours — we are always here.