Refund policy

We allow returns within 14 days of delivery, so you have that much time to ask for a return once you receive your goods.

Please email customer@lumiberry.com to initiate a return, and we will send you the Return Authorization and Return Instructions. The address on the package is NOT our return address, and using it will complicate the return procedure. Please DO NOT send your return to that location.

PLEASE KINDLY NOTE : the sales are FINAL on the products in the Live Packing Collection. Those products cannot be cancelled, returned, and/or refunded once the mystery bags are opened.

 

Return Conditions

Only orders shipped and sold by lumiberry.com are eligible for return. We need a receipt or other evidence of purchase in order to process your return.

Your item must be undamaged, unworn, in its original packing, and in the same condition as when you received it. Items that have been worn, damaged, cleaned, or changed in any manner are not eligible for return.

Packages returned without a valid return authorization will not be accepted, and we only accept returns with one.

In your return box, please include any order products that you would want to return, including any free gifts and free items that were added to your purchase as a result of a discount or promotion.

Only things with prices can be reimbursed. Free gifts and freebies that you received with your transaction because of a promotion or discount are NOT returnable.

Return requests submitted after 14 days of the order delivery date will not be accepted due to our 14-day return policy.

 

Cancel Order

A cancellation request if possible if your order hasn't been processed for shipment. Please contact us at customer@lumiberry.com if you would like to request a cancellation. 

Unfortunately, once an order has been processed for shipment, it cannot be canceled at that time. To be eligible for a refund, you must send it back to us in its original, unused, unopened packaging.

 

Shipping 

If you made a mistake when filling out the shipping address and the order was shipped out to the address as entered, no refund would be granted when the order failed to deliver in this situation.

If the parcel is returned to the sender for a reason for which you are liable (unclaimed parcel, incorrect/incomplete address...), you will have to pay new shipping costs before the parcel is reshipped. 

We do not offer Freight To Collect service or shipping labels for the packages returned to us. The returns will be made at your own cost.

Shipping costs are non-refundable. If you receive a refund, the original shipping fee will be deducted from your refund. 

You should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item(s) and would not be responsible for lost item(s). 

 

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

 

Exceptions / non-returnable items

The sales are final on the products in the Live Packing Collection. Those products cannot be cancelled, returned, and/or refunded once the mystery bags are opened.

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

 

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at customer@lumiberry.com.