Return & Refund Policy

At Luma SA Wellness, we want you to be completely satisfied with your purchase. If you are not happy with your product, we are here to help. Please read our return policy carefully to ensure a smooth process.

1. Return Window

You have 14 calendar days from the date you received your item to initiate a return. If 14 days have gone by since your purchase was delivered, unfortunately, we cannot offer you a refund or exchange.

2. Eligibility for a Return

To be eligible for a return, your item must be:

• Unused and in the same condition that you received it.
• In its original, unopened packaging.
• Accompanied by a receipt or proof of purchase.

Items that are not in their original condition, are damaged, or are missing parts for reasons not due to our error will not be eligible for a refund.

3. Non-Returnable Items

Certain types of items cannot be returned, including:

• Gift cards
• Downloadable software products
• Items marked as “Final Sale” or on clearance

4. How to Initiate a Return

To start a return, please follow these steps:

1. Email us at support@lumasawellness.co.za with the subject line “Return Request: [Your Order Number]”.
2. In your email, please include your order number, the item(s) you wish to return, and the reason for the return.
3. Our customer service team will review your request and, if approved, will provide you with instructions on how to send your item back to us.

Please do not send your purchase back to us without first contacting us and receiving approval. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

5. Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 7-10 business days. Please note that the original shipping costs will be deducted from your refund.

Late or Missing Refunds:

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, as it may take some time before your refund is officially posted. If you’ve done all of this and you still have not received your refund, please contact us at support@lumasawellness.co.za.

6. Exchanges

We only replace items if they are defective or damaged upon arrival. If you need to exchange a defective item for the same item, please follow the process outlined in Section 5 of our Shipping Policy for damaged orders.

7. Questions?

If you have any questions about our return policy, please don’t hesitate to contact us at support@lumasawellness.co.za.