Return and refund policy

Last updated: 15 September 2026

30-day returns

You may request a return within 30 days of receiving your product. This commercial policy is in addition to any mandatory legal rights that apply in your country and does not restrict them.

Before sending anything back, email contact@lumora-art.fr with your order number. You do not need to give a reason if you have simply changed your mind. We may ask for photographs if the item is defective, damaged, incorrect or not as described.

Return conditions

For a change-of-mind return, the item must be returned in its original condition, unused beyond what is necessary to inspect it, complete with its accessories and, where reasonably possible, in its original packaging. Proof of purchase is required.

Once your request has been accepted, we will provide return instructions and the return address. Parcels sent without prior instructions may not be identifiable or may take longer to process.

Return shipping costs

• Change of mind: the customer is responsible for return shipping costs.
• Defective, damaged, incorrect or non-conforming item: Lumora covers the return shipping costs and will offer a replacement or refund as appropriate.

We do not charge a restocking fee.

Legal cancellation rights

Any statutory cancellation or withdrawal rights under the law applicable to you remain fully available. Consumers in the European Union notably have a statutory 14-day period in which to notify a withdrawal from a distance purchase. Lumora’s 30-day commercial return window includes and extends that period without reducing any other mandatory local rights.

Refunds

After receiving and inspecting your return, we will email you to confirm whether it has been accepted. Refunds are made to the payment method used for the order. We will not ask you for bank details for a refund processed through Shopify.

Where a statutory cancellation right applies, we issue the refund without undue delay and no later than 14 days after you inform us of your decision. Where permitted by law, we may withhold the refund until we receive the item or evidence that it has been sent back. Your bank or card issuer may then take an additional 5 to 10 business days to display the refund.

Original standard delivery charges are refunded where required by applicable law. Any additional cost for a delivery method that is more expensive than standard delivery is not refunded unless the law requires otherwise.

Items that cannot be returned

Personalised or made-to-order products and gift cards cannot be returned for a change of mind. This exclusion does not restrict your rights if an item is defective, damaged, incorrect or not as described.

Exchanges

We do not offer direct exchanges. To order a different item, request a return for the original product and place a new order.

Contact

For any return request or question, email contact@lumora-art.fr.