Refund policy

We want you to love your PureLuma product. If something isn't right, we're here to help. Please read this policy carefully before requesting a return or refund.

 

1. Return Window — Act Within 7 Days

Because we work with our fulfillment partner to process all returns, we can only accept return requests within 7 days of you receiving your order. This is a strict deadline — requests made after 7 days cannot be processed.

⚠ If you have an issue with your order, contact us at purelumasupport@gmail.com immediately upon receiving your product. Do not wait.

2. Eligible Reasons for Return

We accept returns and refund requests for the following reasons:

Quality Issues (we cover return shipping):

  • Product arrived damaged or broken

  • Product is defective and does not function as described

  • Wrong item was sent

Non-quality Issues (customer covers return shipping):

  • You changed your mind or no longer want the item

  • You ordered the wrong product

⚠ Products must be unused, in original condition, and in original packaging to be eligible for return.

3. Items That Cannot Be Returned

The following items are not eligible for returns or refunds under any circumstances:

  • Items returned after 7 days of delivery

  • Items that have been used or show signs of use

  • Items with missing accessories, parts, or original packaging

  • Custom or personalized products

  • Items damaged due to misuse or improper handling by the customer

4. How to Request a Return

To start a return, follow these steps:

  • Email purelumasupport@gmail.com within 7 days of receiving your order

  • Include your order number in the subject line

  • Describe the issue clearly in your message

  • Attach clear photos or videos showing the problem (required for all claims)

We will review your request and respond within 2 business days with next steps. Do not ship anything back without receiving instructions from us first.

5. Return Shipping

Who pays for return shipping depends on the reason for the return:

Defective, damaged, or wrong item — we arrange and cover return shipping.

Change of mind or customer error — you are responsible for all return shipping costs. Items must be shipped to the warehouse address we provide.

We strongly recommend using a trackable shipping method. We are not responsible for returns lost in transit.

6. Refunds

Once your return has been received and inspected by our fulfillment partner, we will notify you by email. If approved:

  • Refunds are issued to your original payment method

  • Please allow 5–10 business days for the refund to appear

  • Your bank or card provider may take additional time to process the payment

Original shipping charges are non-refundable.

⚠ We will not issue a refund until our fulfillment partner has confirmed receipt and approved the return on their end.

7. Damaged or Defective Items

If your item arrived damaged or stops working within the return window:

  • Email purelumasupport@gmail.com within 7 days of delivery

  • Include your order number, a description of the defect, and clear photos or video

If confirmed as a quality issue, we will offer you either a full refund or a replacement — your choice — at no cost to you.

8. Order Cancellations

If you need to cancel your order, contact us immediately at purelumasupport@gmail.com. We can only cancel orders that have not yet been processed or shipped.

  • Orders already in processing or shipped cannot be cancelled

  • Custom or print-on-demand orders cannot be cancelled once payment is confirmed

If your order has already shipped, you will need to wait for delivery and follow the return process above.

9. Contact Us

For all return, refund, or order inquiries, please reach out to our customer support team:

Email: purelumasupport@gmail.com

Response Time: Within 2 business days

Hours: Monday – Friday, 9:00 AM – 6:00 PM EST