Refund policy

Return Window

We offer a 30-day return policy. You have 30 days from the date you receive your item to request a return. After this period, we are unable to accept return requests.

Eligibility Requirements

To be eligible for a return, your item must meet all of the following conditions:

• In the same condition as received — unworn and unused
• All original tags intact and attached
• In its original packaging, undamaged
• Accompanied by proof of purchase (order number or receipt)

Items that have been used, washed, damaged by the customer, or are missing original packaging or tags will not be accepted for return, regardless of the reason stated.

Valid Reasons for Return

We accept returns for the following reasons:

• Manufacturing defect confirmed by our quality team
• Product damaged during shipping
• Wrong item sent
• Cancellation within the EU 14-Day Cooling-Off Period (where applicable)

We do not accept returns due to personal preference or buyer's remorse, unless covered by applicable law.

European Union — 14-Day Cooling-Off Period

If your order was delivered to a country within the European Union, you are legally entitled to cancel or return your order within 14 days of delivery for any reason, including change of mind.

The following conditions apply:

• The item must be returned in the same condition as received
• Unworn, with all original tags and packaging intact
• Accompanied by proof of purchase

Return Shipping Costs

Return shipping costs are entirely the customer's responsibility. The return address will be provided only after your request has been reviewed and approved. Original shipping charges are non-refundable. If your return is approved, the return shipping cost may be deducted from your refund amount.

How to Request a Return

All return requests must be initiated by emailing support@lumesignature.com. Items sent back without prior approval will not be accepted. The process follows these steps:

1. Initial Contact: Email us with your order number and the reason for your return request.
2. Submit Evidence: Send clear photos of the product, including front, back, tags, packaging, and any damage or defects if applicable.
3. Review: Our team will review the submitted evidence within 3 business days and notify you of the outcome by email.
4. Approval and Return Address: If approved, we will provide the return address and shipping instructions. Ship the item and send us your proof of postage.
5. Refund Issued: Once we receive and inspect the returned item, we will process your refund within 10 business days to your original payment method.

Defective or Damaged Items

Please inspect your order as soon as you receive it. If your item arrives defective, damaged, or incorrect, contact us immediately at support@lumesignature.com with photos of the product, the packaging, and the damage. These cases are prioritised and, if the defect or damage is confirmed, we will offer an appropriate resolution, which may include a replacement or a full refund.

Exchanges

We do not offer direct exchanges. To receive a different item, please return the original product following the process above and place a new order separately.

Refunds

Once we receive and inspect your returned item, you will be notified of the approval status. If approved, your refund will be credited to your original payment method within 10 business days. Please note that your bank or card provider may require additional time to post the credit.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at support@lumesignature.com.

Contact

For any questions regarding returns or refunds, please reach out to us at support@lumesignature.com