Refund & Return Policy

Return Eligibility

Subject to applicable consumer law, you may request a return when:

Returned products must be in the same condition in which they were received, together with the original packaging and any included accessories or promotional items.

Non-Returnable Items

Subject to mandatory consumer rights and where permitted by applicable law, we may be unable to accept returns for:

• Perfume bottles that have been opened or unsealed;
• Products that have been sprayed, tested or used;
• Products with broken or removed security seals;
• Products that are not returned in their original packaging;
• Products damaged after delivery through misuse or improper storage;
• Gift cards and other non-refundable digital products;
• Items specifically identified as non-returnable where such an exclusion is permitted by law.

Purchasing an item during a sale or promotion does not remove any mandatory legal rights that apply to the customer.

Damaged, Defective or Incorrect Orders

If your order arrives damaged, defective or different from what you ordered, please contact us as soon as possible.

We recommend reporting visible delivery issues within 48 hours so that we can investigate them promptly. This notification period does not limit any mandatory legal rights concerning defective or non-conforming products.

After reviewing the information provided, we may offer an appropriate solution, such as:

Change of Mind and Fragrance Preference

Eligible customers may exercise their statutory right to withdraw from an online purchase within the applicable legal period, provided that the product remains eligible for return.

To return a fragrance following a change of mind, it must generally remain:

• Unopened;
• Unused and untested;
• Sealed in its original packaging;
• In a condition suitable for resale.

We cannot normally accept a return solely because the customer does not like the fragrance after the bottle has been opened, sprayed or tested.

We encourage customers to review the product description, fragrance notes, size and other information carefully before purchasing.

Return Process

To request a return, please follow these steps:

1. 1
   Contact our support team

   Send your request to contact@lumiaperfumes.eu within the applicable return period.

2. 2
   Provide your order information

   Include your order number, reason for the return and any supporting photographs.

3. 3
   Wait for return instructions

   Our team will review the request and provide the correct return address and instructions.

4. 4
   Package the product securely

   Place the product in suitable protective packaging to prevent damage during transit.

5. 5
   Send the return

   Use the address provided by our support team and retain your shipping receipt and tracking information.

Return Shipping Costs

For an eligible change-of-mind return, the customer is generally responsible for the direct cost of returning the product where this was disclosed before purchase.

Lumia Perfumes will cover or reimburse reasonable return costs where:

• The wrong item was delivered;
• The product arrived damaged;
• The product was defective or did not conform to the order;
• Applicable consumer law requires us to cover the return cost.

We strongly recommend using a tracked shipping service. Please retain proof of postage until the return has been completed.

Refund Processing

Once the returned product has been received and inspected, we will inform you whether the refund has been approved.

We may request proof that the product has been returned before completing the refund, where permitted by applicable law.

Order Cancellations

Please contact us immediately after placing an order if you need to request a cancellation or modification.

We will attempt to accommodate the request, but we cannot guarantee that an order can be changed or cancelled once it has entered processing or has been transferred to a fulfilment partner.

Once an order has been dispatched, it cannot be stopped through the cancellation process. Where applicable, you may request a return after delivery in accordance with this policy.

Chargebacks and Payment Disputes

We encourage customers to contact our support team before initiating a chargeback or payment dispute so that we have an opportunity to investigate and resolve the matter.

Customers retain any legal right to dispute a transaction through their payment provider.

Where a payment dispute is opened, we may provide relevant records to the payment provider, including:

Deliberately false or fraudulent claims may be challenged using the available transaction and delivery evidence.

International Fulfilment

To provide efficient international delivery, Lumia Perfumes may process and fulfil orders through different warehouses or fulfilment partners depending on:

• Product availability;
• Inventory levels;
• Delivery destination;
• Shipping method;
• Operational requirements.

Orders may be dispatched from fulfilment locations in Europe, the United Kingdom, the United States, China or other international regions.

The shipping origin shown in the tracking information may therefore be different from our business contact information.

Return Address Information

All return requests must be reviewed by our customer support team before a product is sent back.

The correct return address will be provided after we review the request. The return location may vary depending on the warehouse or fulfilment partner responsible for the order.

Delivery Refusal and Unclaimed Packages

If a package is refused, rejected or remains unclaimed and is subsequently returned by the carrier, we will review the order after the parcel has been received by the relevant fulfilment location.

Where permitted by applicable law, reasonable costs directly incurred because of the refusal or failure to collect the package may be deducted from an otherwise eligible refund, including:

• Return transportation charges;
• Carrier handling fees;
• Customs or import charges paid on behalf of the customer;
• Other documented costs caused by the return.

Any mandatory consumer rights will remain unaffected.

Customs Duties and Import Taxes

Depending on the destination and the shipping arrangement shown at checkout, international customers may be responsible for customs duties, import taxes, VAT or other charges imposed by local authorities.

Customers should review any applicable import requirements before placing an order.

If an order is refused because customs duties or import charges were not paid, any refund will be assessed after the parcel has been returned and in accordance with applicable law. Documented carrier, customs or return costs may be deducted where legally permitted.

Lost Packages

A parcel will normally be considered lost only after the shipping carrier or fulfilment partner confirms that the shipment cannot be located or delivered.

If a parcel is confirmed as lost in transit, we will provide an appropriate remedy, which may include:

Delays caused by customs clearance, severe weather, local postal services, incorrect address information or temporary carrier disruption do not automatically mean that a parcel is lost.

Fraud Prevention

To protect customers and our business from fraudulent activity, we may request additional information when reviewing:

• High-risk orders;
• Refund requests;
• Claims involving missing products;
• Claims involving damaged or incorrect items;
• Unusual payment or delivery activity.

Verification may include confirmation of order information, photographs, delivery records or other evidence reasonably necessary to investigate the request.

Claims reasonably determined to be false, misleading or fraudulent may be denied, without affecting any mandatory rights available to the customer.