Refund policy
Return & Refund Policy
At Lumorella, we want you to shop with confidence. We offer a 15-day voluntary return policy from the date you receive your order, as well as a 90-day commercial warranty against manufacturing defects and functional failures, subject to the conditions below.
This policy applies to orders placed through Lumorella internationally.
Nothing in this policy excludes, restricts, replaces, or limits any mandatory consumer rights, statutory warranties, or legal remedies that may apply under the laws of the customer's country, state, province, or region.
15-Day Return Policy
You may request a return within 15 calendar days of receiving your order.
For change-of-mind returns under Lumorella's voluntary return policy, the product must:
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Be unused.
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Be undamaged.
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Include all components originally received.
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Be returned in its original packaging where reasonably possible.
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Be free from signs of use, misuse, dirt, damage, alteration, or abnormal wear.
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Include proof of purchase or a valid order number.
Opening the packaging solely to inspect the product does not automatically make the product ineligible for return.
However, products that have been used on the hair, filled with water, hair mist, leave-in products or other liquids, damaged, altered, or used beyond what is reasonably necessary to inspect their nature and characteristics may not qualify for a change-of-mind return under Lumorella's voluntary return policy, except where applicable law requires otherwise.
A return request must be submitted within the applicable return period. Products sent without following the return procedure may be refused or may experience processing delays to the extent permitted by applicable law.
To request a return, contact us at:
Please do not send any product back before contacting us and receiving return instructions.
90-Day Commercial Warranty
In addition to our return policy, Lumorella provides a 90-day commercial warranty from the date you receive your order covering manufacturing defects and functional failures that are not caused by misuse, accidental damage, or normal wear and tear.
The 90-day commercial warranty is not a 90-day change-of-mind return period.
The warranty may cover:
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Manufacturing defects.
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A spray mechanism that is defective due to a manufacturing issue.
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Defective components received with the product.
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Manufacturing-related failures that prevent the product from functioning as reasonably intended.
The commercial warranty does not cover:
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Change of mind.
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Accidental damage.
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Drops, impacts, crushing, or other physical damage caused after delivery.
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Normal wear and tear.
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Misuse or negligent use.
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Damage caused by improper cleaning or maintenance.
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Unauthorized modifications or attempted repairs.
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Damage caused by unsuitable substances placed inside the spray reservoir.
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Damage resulting from improper storage, excessive heat, or other inappropriate environmental conditions.
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Cosmetic deterioration resulting from normal use.
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Lost components or packaging.
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Damage deliberately caused to the product.
If you believe your product has a manufacturing defect covered by the 90-day commercial warranty, contact:
We may request reasonable evidence, including photographs or videos, to assess the reported defect.
Depending on the circumstances, Lumorella may offer an appropriate solution such as replacement, reshipment, replacement components, repair where appropriate, or a refund.
The appropriate remedy will be determined in accordance with the circumstances and any applicable mandatory consumer law.
This 90-day commercial warranty is additional to any mandatory statutory warranty, legal guarantee, or consumer rights applicable in your jurisdiction. It does not replace, shorten, or limit those rights.
Defective, Damaged or Incorrect Products
Please inspect your order when you receive it.
If your 2-in-1 Spray Hairbrush arrives damaged or defective, or if you receive an incorrect product, contact us as soon as reasonably possible at:
To evaluate the issue, we may reasonably request:
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Photographs or videos of the product.
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Photographs of the packaging.
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The shipping label.
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Photographs or videos clearly showing the reported damage or defect.
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Your order number or proof of purchase.
If we confirm that the product arrived damaged, defective, incorrect, or non-conforming, we will provide the appropriate remedy in accordance with this policy and applicable consumer law.
Return Shipping Costs
For eligible change-of-mind returns, return shipping costs are the responsibility of the customer, except where applicable law requires otherwise.
The customer is responsible for securely packaging the returned product.
We recommend using a tracked shipping method and retaining proof of shipment until the return has been processed.
If the product arrived damaged, defective, incorrect, or non-conforming, contact us before returning it. We will provide the appropriate return instructions and cover return costs where required by applicable law.
Refunds
Once an eligible return has been received, we may inspect the product to verify that it meets the applicable return conditions.
We will notify you whether your refund has been approved.
If approved, the refund will be issued to the original payment method.
Processing times may vary depending on your bank, card issuer, or payment provider.
Original expedited shipping charges, premium delivery services, or other optional additional services may be non-refundable where permitted by applicable law.
Where applicable consumer law requires reimbursement of standard delivery charges, those charges will be refunded as required.
If more than 15 business days have passed since we confirmed that your refund was issued and you have not received it, contact:
European Union Customers
If you are a consumer located in the European Union, you generally have a statutory right to withdraw from an online purchase within 14 days of receiving the goods, without providing a reason, subject to applicable legal exceptions.
This statutory right exists independently of Lumorella's voluntary return policy.
During the statutory withdrawal period, you may inspect and handle the product to the extent reasonably necessary to establish its nature, characteristics, and functioning.
Where a product has been handled beyond what is necessary for this purpose, Lumorella may, where permitted by applicable law, take into account any resulting reduction in the value of the product.
The customer may be responsible for the direct cost of returning goods when exercising the statutory right of withdrawal where permitted by law and where the customer has been properly informed of this obligation.
Nothing in this policy limits the statutory rights or legal guarantees available to EU consumers.
United Kingdom Customers
Consumers in the United Kingdom may have statutory cancellation, return, refund, repair, or replacement rights under applicable UK consumer law.
These rights exist independently of Lumorella's voluntary return policy and commercial warranty.
Nothing in this policy excludes or restricts rights that cannot legally be excluded or restricted.
International Customers
Lumorella sells internationally, and consumer protection laws vary between jurisdictions.
Our 15-day voluntary return policy and 90-day commercial warranty are additional commercial benefits provided by Lumorella and do not replace mandatory rights provided by applicable consumer law.
If the law applicable to your purchase grants you rights or remedies that cannot legally be excluded, restricted, or waived, those rights and remedies will prevail over any conflicting provision of this policy.
Exchanges
Lumorella does not generally process direct exchanges for change-of-mind purchases.
If you would like a different product or variant, you may return an eligible product in accordance with this policy and place a new order.
This does not affect any statutory right to replacement or another remedy for defective or non-conforming goods.
Order Cancellations
If you wish to cancel an order, contact us as soon as possible at:
If your order has not yet been processed or shipped, we will attempt to cancel it.
Once an order has entered processing or has been shipped, cancellation may no longer be possible. You may request an eligible return after receiving the order in accordance with this policy and applicable consumer law.
Return Address
The appropriate return address will be provided by email after your return request has been reviewed.
Do not send the product to the address shown on the original shipping package or to any other address unless Lumorella has specifically instructed you to do so.
Returns sent to an unauthorized address may not be accepted or may experience significant processing delays.
Return Fraud and Abuse
To the maximum extent permitted by applicable law, Lumorella reserves the right to reject claims made under its voluntary return policy or commercial warranty where there is reasonable evidence of:
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Fraud.
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Deliberate product damage.
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Product substitution.
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False or misleading claims.
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Manipulation of evidence.
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Repeated or excessive abuse of the voluntary return policy.
Lumorella may request reasonable information or evidence necessary to investigate suspected fraudulent claims.
This provision does not restrict any mandatory consumer rights concerning defective, damaged, incorrect, or non-conforming goods.
Mandatory Consumer Rights
Nothing in this Return & Refund Policy is intended to exclude, restrict, waive, or modify any consumer right or legal remedy that cannot legally be excluded, restricted, waived, or modified under applicable law.
If any provision of this policy conflicts with mandatory consumer protection law applicable to your purchase, the mandatory consumer protection law will prevail only to the extent of that conflict.
Contact
For questions regarding returns, refunds, defective or damaged products, or Lumorella's 90-day commercial warranty, contact us at: