RETURNS & REFUND POLICY

At Lumorraa Living, your satisfaction is our priority. We understand that sometimes a product may not meet your expectations. This Return & Refund Policy outlines how returns, exchanges, and refunds are handled for orders placed through our Website www.lumorraaliving.com.

Our aim is to make the process transparent, fair, and hassle-free, while also protecting the quality and integrity of our handcrafted products.

General Return Eligibility

  • Customers can initiate a return request within 14 days of delivery.
  • Products must be unused, undamaged, unwashed, and in their original packaging.
  • Items must be returned with all original accessories, inserts, and protective packaging.
  • Handcrafted ceramics often display natural variations in glaze, finish, or texture — these are not considered defects.
  • Items showing signs of wear, usage, or intentional damage will not be accepted.
  • Customized, engraved, or personalized products cannot be returned unless defective.
  • Gift cards, vouchers, and e-gift codes are non-returnable.
  • Clearance or “final sale” items will be marked as non-returnable at checkout.
  • Returns are accepted only for products purchased directly from our Website — not for items bought through third-party sellers.
  • We reserve the right to inspect and determine the final eligibility of any return.

Initiating a Return

  • To request a return, contact us via email (contact@lumorraaliving.com) or WhatsApp (+91 9930010567).
  • The request must include:
    • Order ID
    • Customer name and contact number
    • Product details
    • Reason for return
    • Photos/videos clearly showing the product condition
  • Return requests will be reviewed within 24–48 working hours.
  • Customers will receive detailed return instructions upon approval.
  • Unauthorized or unapproved returns may not be accepted.
  • If pickup is unavailable in your area, you may be required to self-ship the product.
  • Customers must ensure the item is safely packed (preferably in the original box).
  • We advise using bubble wrap and sturdy cartons for fragile items.
  • If self-shipping, always use a reliable, trackable courier service and share tracking details with us.
  • Lumorraa Living is not responsible for lost/damaged return shipments arranged by customers.

Return Shipping & Costs

  • If the product is defective, damaged, or incorrect, return shipping is free of cost.
  • We will arrange a reverse pickup through our courier partners, wherever serviceable.
  • If the return is for personal reasons (change of mind, dislike, size/fit, preference), customers must bear the shipping charges.
  • Reverse pickup attempts will be made up to two times; failed pickups due to customer unavailability may cancel the return request.
  • For self-shipped returns, shipping fees are non-reimbursable unless the item is defective/damaged.
  • Packaging must be strong enough to prevent damage in transit; breakages in return transit will not qualify for a refund.
  • Return pickup times may vary between 3–7 business days, depending on the customer’s location.
  • Rural or remote areas may require self-shipping due to courier limitations.

Refund Process

  • After receiving the returned product, our Quality Check (QC) team will inspect it within 2–3 business days.
  • Refunds will be approved only after the product passes inspection.
  • Refunds will be initiated within 7–10 business days from approval.
  • Refunds are always made through the original payment method:
    • UPI / Net Banking → refunded to the same account.
    • Credit/Debit Card → refunded back to the card.
    • Wallets → refunded to the same wallet account.
    • COD Orders → refunded via bank transfer (customers must provide account details securely).
  • If the refund to original source fails, alternate bank details will be requested.
  • Refunds may take longer if banks or payment providers face delays.
  • Refunds exclude original shipping charges (unless the product was defective or incorrect).
  • Customers will receive a refund confirmation email/WhatsApp message once processed.
  • Partial returns of bundled/combo items will receive proportionate refunds.
  • Refund requests for rejected returns (damaged/used items) will not be entertained.
  • Store credit option may be provided in special cases where a refund is not possible.

Exchanges

  • Exchanges are allowed only for defective, damaged, or incorrect items.
  • Requests must be raised within 14 days of delivery.
  • Exchange is subject to the stock availability of the requested item.
  • If the replacement is unavailable, a refund will be issued instead.
  • Customers can request an exchange for the same product type only — not for different categories.
  • Exchanges are shipped only after the original item is received and inspected.
  • For defective/damaged exchanges, shipping is free.
  • For preference-based exchanges, customers may bear additional charges.
  • Exchanges follow the same quality-check standards as returns.
  • If customers repeatedly request exchanges for non-defective items, we may limit eligibility.

Damaged or Defective Products

  • Customers must report damaged, defective, or wrong products within 48 hours of delivery.
  • Proof of damage/defect must be sent via photos/videos along with the Order ID.
  • We will verify the issue within 24–48 hours.
  • If approved, customers can choose:
    • Replacement of the same product (subject to stock availability).
    • Exchange with a similar item.
    • Full refund.
  • Minor differences in texture, glaze finish, or handwork are natural to handcrafted ceramics and not considered defects.
  • Major cracks, chips, missing items, or wrong product deliveries qualify for free replacement/refund.
  • Customers must retain the original packaging until the claim is resolved.
  • Damaged products may be recalled for inspection before issuing a resolution.t

Cancellations

  • Orders can be cancelled within 24 hours of purchase, provided they have not yet been shipped.
  • Once dispatched, orders cannot be cancelled and must be returned after delivery.
  • Prepaid order cancellations will be refunded to the original payment method within 7–10 business days.
  • COD cancellations must be confirmed via email or WhatsApp.
  • Frequent cancellations may result in restrictions on COD availability for future orders.
  • We reserve the right to refuse cancellation requests made repeatedly for non-genuine reasons.

Important Terms

  • Products must pass our Quality Check for refunds/exchanges to be approved.
  • Any item returned beyond 14 days will not be accepted.
  • Refund timelines may vary depending on bank/payment processor policies.
  • Items purchased during sales or special promotions may have modified return terms (mentioned on product page).
  • Return policy applies only to purchases made through Lumorraa Living’s official Website.
  • Lumorraa Living’s decision regarding return/refund eligibility will be final.
  • Customers are encouraged to maintain purchase receipts and courier slips until resolution.
  • Continuous misuse of the return policy may result in refusal of future requests.
  • Store credits issued (if any) are valid for 6 months from the date of issue.
  • Refunds cannot exceed the actual purchase price paid.

Contact Us

We’re here to help with any return, refund, or exchange queries. Our support team is available Sunday – Monday, 24/7.

📧 Email: contact@lumorraaliving.com
📞 Phone/WhatsApp: +91 9930010567