Refund policy

We want you to love your Lumala bracelet. If something isn't right, here's how we handle returns.

30-Day Return Policy

If you're not completely satisfied with your purchase, you may return eligible items within 30 days of delivery for a full refund or exchange.

Eligibility

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

  • Unused and unworn, in its original packaging
  • With all tags, cards, and accessories included
  • Free of any signs of wear, damage, or alteration

Customized or engraved items cannot be returned.

How to Start a Return

  1. Email support@lumalashop.com with your order number and reason for return.
  2. Attach clear photos of the item and its packaging.
  3. We'll review your request and reply within 24 hours.
  4. If approved, we'll send return instructions.

Return Shipping

Because we ship from our workshop in Shenzhen, China, we're unable to provide prepaid return labels. For returns due to damage, defect, or items significantly different from what you ordered, we cover the return shipping cost or issue a full refund without requiring the item back.

For all other return reasons, the cost of return shipping is the buyer's responsibility. Please mark the package as returned merchandise on any customs forms to avoid duties.

Items Not Eligible for Return

  • Worn or used items showing signs of use
  • Items damaged by improper care (e.g., prolonged water exposure, extreme dryness)
  • Customized or engraved items
  • Items returned more than 30 days after delivery
  • Items not in original packaging

Refunds

Once your return is received and inspected, we'll email you. Approved refunds are processed to your original payment method within 5–7 business days.

Exchanges

To exchange an item, follow the return steps above, then place a new order for the item you'd like.

Questions? Email support@lumalashop.com — we reply within 24 hours.