Refund policy

Return & Refund Policy

At Lumiza, we want you to be completely satisfied with your purchase. If something doesn't seem right or doesn't meet your expectations, please contact us at support@lumiza.store and we'll do our best to make it right.

Note: By placing an order with Lumiza, you agree to the terms outlined in this policy.

Cancellation & Modification

How do I change or cancel my order?

If you need to change or cancel your order, please contact our support team within 12 hours of placing it. Please include your order number and the requested modification.

Within 12 Hours

We can assist with order cancellations and modifications without any issues.

After 12 Hours

Orders enter processing shortly after being placed. Once processing has begun, modifications and cancellations are no longer possible.

Important Notes

For personalized or engraved products, changes cannot be made once production has started.
During peak seasons and promotional periods, response times may be slightly longer.
If you need help checking the status of your order, please contact our customer support team.

Replacement & Refund

To provide the fastest and most convenient support possible, we prioritize replacement and refund solutions rather than requiring customers to physically return products.

Eligibility for Refund & Replacement

We stand behind the quality of every Lumiza product. If there is a manufacturing defect, engraving error, or quality issue caused by us, we will gladly provide a replacement at no additional cost.

Customers have 30 days from the delivery date to request a replacement or refund for eligible issues. Unfortunately, requests submitted after 30 days cannot be approved.

Refund & Replacement Scenarios

You may qualify for a replacement or refund under the following circumstances:

1. Defective Product

The product arrives with a manufacturing defect or craftsmanship issue.

2. Damaged During Shipping

The item arrives broken, cracked, chipped, or otherwise damaged due to transportation.

3. Wrong Product Received

You receive an item different from the one ordered.

4. Product Not As Described

The received product differs significantly from the description, images, or specifications shown on our website.

5. Lost in Transit

If your order is confirmed lost by the shipping carrier and never arrives, you may be eligible for a replacement or refund after verification.

Exclusions

The following situations are not eligible for a refund or replacement:

Change of Mind

We do not offer refunds, exchanges, or replacements for orders where the customer simply changes their mind after purchase.

Incorrect Shipping Address

Customers are responsible for providing accurate shipping information. Orders returned due to incorrect addresses are not eligible for reimbursement.

Delivered But Missing

If the carrier confirms successful delivery but the package is later lost, stolen, or misplaced at the destination, the order is not eligible for replacement or refund.

Refused Delivery

Orders refused by the customer at the time of delivery are not eligible for a refund.

How To Request A Refund

If you experience any eligible issue listed above, please contact support@lumiza.store and provide:

Your order number
A detailed description of the issue
Clear photos or videos showing the problem
Any additional information that may help us investigate the issue

To ensure a smooth resolution process, please contact us within 3 days of discovering the issue.

Once your claim has been reviewed and approved, we will process the replacement or refund accordingly.

Refund Processing

Refunds will be issued to the original payment method used during checkout.

Depending on your bank, credit card provider, or payment processor, it may take 5–10 business days for the refund to appear in your account.

Late or Missing Refunds

If you have not received your refund:

Check your bank account again.
Contact your credit card provider.
Contact your bank, as processing times may vary.

If you have completed all of the above and still have not received your refund, please contact us at support@lumiza.store.

Important Notice

Returns Require Authorization

We do not accept returns without prior approval.

If you believe a return is necessary, please contact our support team first to obtain authorization. Packages returned without approval may not be processed.

Our Commitment To Customers

Even in situations that do not qualify under our standard refund policy, we will always try to find a reasonable solution whenever possible.

Customer satisfaction remains at the heart of everything we do, and we appreciate your trust in Lumiza.

Contact Us

Customer Support Email: support@lumiza.store

Website: www.lumiza.store

Business Hours: Monday – Friday, 9:00 AM – 5:00 PM EST

We are always happy to assist you with questions regarding your order, shipping status, replacements, or refunds.