Returns & Refunds

Our Refunds & Returns Policy is designed to provide clear, customer-friendly terms while protecting our business. You can return most items within 14 days of delivery, and we’ll guide you through a streamlined process tailored to your needs. Please review each section carefully to understand eligibility, timelines, and your responsibilities.

1. Overview of Our Refund Policy

We accept returns on most products within 14 days of delivery. Returns are subject to inspection and must meet our conditions to qualify for a refund. Return shipping costs are the customer’s responsibility. All refunds are processed within 7 business days of receiving the returned merchandise.

2. Return Eligibility & Conditions

To ensure a smooth, hassle-free return, each item must:

  • Be unused, unwashed, and in its original packaging

  • Include all accessories, manuals, tags, and any free gifts

  • Show no signs of damage from misuse or improper handling

  • Have sealed or untouched hygiene seals for health-sensitive products

  • Be defective or incorrect as shipped (report within 48 hours of delivery with photos)

Non-returnable items

  • Opened cosmetics, underwear, swimwear, and personal care items

  • Gift cards and downloadable digital products

  • Clearance or final-sale merchandise

3. How to Initiate a Return

To start your refund or return:

  1. Email our Returns Team at returns@lumina-vancouver.com.

  2. We will send you a secure Google Form to collect all necessary return details.

  3. Complete and submit the form—this automatically consolidates your information in our system.

  4. We will reply with the correct return address, and packing instructions.

4. Return Shipping Costs

  • Standard Returns: You cover all return shipping fees.

  • Always use a tracked and insured courier (e.g., Canada Post, FedEx, UPS) to protect your shipment.

5. Inspection & Refund Processing

  • Returned items arrive at our central warehouse in Asia for inspection.

  • We inspect within 7 business days; approved refunds are issued within 12 business days to your original payment method.

  • Original outbound shipping fees are non-refundable unless the return is due to our error.

  • If an item fails inspection, we will notify you and offer either return of the item (at your cost) or a partial refund.

6. Exchanges & Replacements

  • For defective or damaged products, submit photo evidence via the Google Form within 48 hours.

  • To exchange for a different size or model, indicate your request on the form.

  • If your exchange item is out of stock, we’ll issue a full refund or store credit.

7. Order Cancellations & Right of Withdrawal

  • Orders process automatically and cannot be canceled once shipped.

  • If your package is already in transit, please wait for delivery and then follow the return process above.

  • This policy does not waive any statutory rights under Canadian consumer protection laws.

8. Consumer Rights & Legal Compliance

We comply with the Competition Act and provincial consumer protection regulations across Canada. Your statutory rights—such as the right to a refund for defective or mis-described goods—remain fully intact and are never waived by this policy.

9. Frequently Asked Questions (FAQ)

Q: What if I miss the 14-day window?
A: We cannot accept returns after 14 days, but contact us—special circumstances may apply.

Q: How long until my refund appears?
A: Once processed (within 12 business days), bank clearing times vary by institution.

Q: My return was lost—what now?
A: File a claim with your courier and email us the claim reference; we will assist after confirmation.

10. Contact Us

For any questions, please reach out to our Returns Team: returns@lumina-vancouver.com
Business Hours: Monday–Friday, 9 AM–6 PM PT

11. Policy Updates

We reserve the right to modify this policy at any time.