Refunds and Returns Policy
At Lumaraboutique, we want you to love what you buy. If for any
reason you are not completely satisfied with your purchase, this Return, Refund & Exchange Policy (“Policy”)
explains how you can return your product, request a refund, or exchange your order. This Policy forms an
integral part of our Terms of Service and is published in accordance with the Consumer Protection Act,
2019 and the Consumer Protection (E-Commerce) Rules, 2020. By placing an order with
Lumaraboutique.shop, you agree to the terms set out below.
Important: All return, refund, exchange, and cancellation
requests are accepted exclusively via email at support@lumaraboutique.shop. We do not process return requests through any
other channel.
1. Overview
- Return Window: 7 days from the date of delivery.
- Return Channel: Email only — write to support@lumaraboutique.shop.
- Return Pickup: Free reverse pickup arranged by us across serviceable PIN
codes in India. - Refund Timeline: 7–10 working days after the returned product passes our
quality inspection. - Refund Method: Refunded to the original payment method, in compliance with Reserve Bank of
India guidelines. - Coverage: Returns are accepted only for orders delivered within the territory of
India. We do not ship or accept returns from outside India.
2. Eligibility for Return
To be eligible for a return, your item must meet ALL of the following
conditions:
- The return request is initiated via email within 7 days of the delivery
date. - The product is in its original, unused, and unworn condition, with no signs of wear,
scratches, or damage. - All original packaging is intact, includinag the brand box, protective packaging,
warranty card, tags, and any accompanying accessories. - The product has not been altered, modified, repaired, or tampered with in any way.
- The original invoice or proof of purchase is provided.
3. Non-Returnable Items
Due to the personalised, hygienic, and made-to-order nature of certain
products, the following items are not eligible for returns or exchanges, except in cases of
manufacturing defect, damage during transit, or processing error on our part:
- Made-to-order, custom-configured, or personalised products built to your specifications.
- Engraved, monogrammed, or otherwise personalised items.
- Products purchased during clearance sales, flash sales, or marked as “Final Sale” / “Non-Returnable” on the
product page. - Gift cards and store credit vouchers.
- Items returned without original packaging, accessories, or proof of purchase.
- Items showing signs of use, wear, alterations or adjustments by a third party, or accidental damage by the
customer.
4. Damaged, Defective, or Incorrect Items
We take quality very seriously. If you receive a product that is damaged in
transit, defective, or different from what you ordered, please notify us by email within
48 hours of delivery. Please follow the steps below:
- Email us at support@lumaraboutique.shop with your order
number, clear photographs of the damaged/defective product, and a
short description of the issue. - Where possible, attach a photo of the outer shipping package (especially if it shows tampering or damage in
transit). - Do not discard the product or its packaging until the return process is completed.
Once verified, we will offer you — at your choice — a free
replacement, a full refund, or an exchange for another product of
equal value. Reverse shipping is completely free for damaged, defective, or wrong items.
5. How to Initiate a Return (Email Only)
All return, refund, and exchange requests must be submitted exclusively
by email. We do not accept return requests via phone, WhatsApp, social media, or our customer
account portal.
To raise a return request, please send an email to support@lumaraboutique.shop with the following information:
- Subject Line: “Return Request — [Your Order Number]”
- Full Name as on the order
- Order Number
- Product Name and SKU (if available)
- Reason for Return (e.g., size issue, defect, wrong item received, change of mind)
- Clear Photographs of the product, packaging, and any visible defects or damage
- Pickup Address and a contactable phone number for the courier partner only
Our customer support team will respond to your email within 24 working
hours and confirm whether your return is approved. Return requests submitted through any
channel other than email will not be processed.
6. Return Pickup & Shipping
- Free Reverse Pickup: Once your return is approved by email, we will arrange a
complimentary doorstep pickup through our courier partners at no cost to you, across all
serviceable PIN codes in India. - Pickup Window: Reverse pickup is typically attempted within 2–4 working
days from approval, depending on your location. - Self-Shipping (if pickup unavailable): In rare cases where reverse pickup is not available
for your PIN code, our email response will provide the return shipping address. In such cases, we will
reimburse the actual shipping cost (capped at ₹150) along with your refund, upon submission
of the courier receipt. - Packaging: Please pack the product securely in its original box along with all accessories,
tags, and the invoice. Improper packaging that results in damage during return transit may lead to deduction
or rejection of the refund.
7. Inspection & Approval Process
Once the returned product reaches our facility, our quality assurance team will
inspect it within 2–3 working days. You will receive an email notification confirming whether
your return has been:
- Approved: The refund or exchange will be processed as per the option you selected.
- Partially Approved: Where the item shows minor wear or missing accessories, a partial
refund may be offered after deducting a reasonable amount. - Rejected: Where the item fails to meet the eligibility criteria (e.g., visibly used,
damaged by customer, missing packaging), the item will be returned to you and no refund will be issued.
8. Refund Process and Timeline
- Refund Initiation: Refunds are initiated within 24 hours of return
approval. - Refund Credit Timeline: The refunded amount will reflect in your original payment account
within 7–10 working days from the date of initiation, in accordance with Reserve Bank of
India (RBI) guidelines for online refunds. - Original Payment Method: Refunds are processed back to the same payment method used at the
time of purchase:- Credit/Debit Cards → refunded to the same card
- UPI / Net Banking → refunded to the source bank account
- Wallets → refunded to the same wallet
- Cash on Delivery (COD) → refunded via UPI or bank transfer (we will request your bank details by
email)
- Store Credit Option: If you prefer, you may choose to receive your refund as store
credit usable on a future purchase. Store credit is instantly issued and
remains valid for 12 months from the date of issue. - GST & Taxes: Any GST or statutory taxes paid by you on the returned item will be
refunded in full. - Shipping Charges: Since we offer free shipping on all orders, there are no
shipping charges to refund or deduct.
9. Exchange Policy
If you would like to exchange your product for a different style, size, colour,
or model, you may do so under the following conditions:
- Exchange requests must be raised by email at support@lumaraboutique.shop
within 7 days of delivery, following the same process as returns. - The replacement item must be of equal or higher value. If higher, you pay the difference; if lower, the
balance is refunded as store credit. - Exchanges are subject to stock availability of the requested item. If the desired product is unavailable, we
will offer either a full refund or store credit of equivalent value. - Only one exchange per order is permitted.
- The exchanged item is shipped to you free of charge after the original item is received and inspected.
10. Cancellation Policy
- Before Dispatch: Orders can be cancelled free of charge within the 1–2 working day
processing window, before the order is handed over to the courier. Cancellation requests must
be sent by email to support@lumaraboutique.shop with subject line “Order
Cancellation — [Your Order Number]”. - After Dispatch: Once your order has been shipped, it cannot be cancelled. You may, however,
refuse delivery or initiate a return after receipt under this Policy. - Cancellations by Us: We reserve the right to cancel any order due to stock unavailability,
suspected fraud, pricing errors, or other reasonable grounds. In such cases, a 100% refund
will be issued within 7–10 working days.
11. Warranty
All products sold on Lumaraboutique.shop are covered by a
limited manufacturing warranty against manufacturing defects under normal use. Warranty
coverage:
- Manufacturing Defects: Covered for 6 months from the date of delivery against defects in
materials or workmanship under normal use. - Warranty does NOT cover damage caused by accidents, mishandling, improper cleaning, exposure to chemicals,
normal wear and tear, or unauthorised repairs. - To make a warranty claim, send an email to support@lumaraboutique.shop
with photos and the order number.
12. Made-to-Order & Customised Products
Made-to-order or customised products are produced based on the specifications you
submit. We strongly recommend reviewing your specifications carefully before placing the order. Returns of
made-to-order products are only accepted in the following cases:
- The product was produced incorrectly on our part (e.g., wrong specifications compared to what you
provided). - The product has a manufacturing defect.
- The product is damaged in transit.
Lumaraboutique.shop shall not be liable for errors caused by
incorrect specifications submitted by the customer. In such cases, we may offer a one-time correction service
at a discounted rate as a goodwill gesture.
13. Items Lost or Delayed in Return Transit
When you ship a product back to us through our arranged reverse pickup, the
responsibility for safe transit rests with our courier partner. We will track and process the return as soon as
it reaches our facility. In the rare event that a returned shipment is lost in transit through our courier, we
will honour the refund based on the pickup confirmation receipt.
14. Important Conditions
- Email is the only valid channel for return, refund, exchange, and cancellation requests.
Requests submitted via phone, social media, WhatsApp, or in person will not be accepted. - Lumaraboutique.shop reserves the right to refuse a return that does not meet the eligibility
criteria stated above. - Multiple or repeated returns from the same account may be reviewed and, in cases of suspected misuse, future
returns may be declined. - This Policy is subject to change without prior notice. The policy applicable to your order is the one
published at the time of order placement. - This Policy is governed by the laws of the Republic of India. Any dispute will be subject to the exclusive
jurisdiction of the competent courts in India.
15. Grievance and Escalation
If you are not satisfied with the resolution of your return or refund request,
you may escalate the matter by email to our designated Grievance Officer, as required under the Information
Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and the Consumer Protection
(E-Commerce) Rules, 2020. The Grievance Officer will acknowledge your complaint within 24 hours
and provide a resolution within 15 days of receipt.
16. Contact Us
For all return, refund, exchange, cancellation, and warranty-related queries,
please email us at the address below. Email is our only supported channel for return-related
communications.
- Email Response Time: Within 24 working hours, Monday to Friday (excluding public holidays)
By placing an order on Lumaraboutique.shop, you acknowledge that
you have read, understood, and agreed to this Return, Refund & Exchange Policy in its entirety,
including the email-only support requirement.
Last Updated: May 2026