Refund policy
Return & Refund Policy
Luma House is operated by Luma House Co LLC.
We want you to feel confident shopping with us. If you are not fully satisfied with your order, please review our return and refund policy below.
1. 30-Day Return Policy
We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be:
- In the same condition that you received it
- Unused and uninstalled
- In its original packaging
- Complete with all parts, accessories, manuals, and included materials
- Accompanied by a receipt or proof of purchase
Items that are damaged due to improper handling, installation, misuse, or customer-caused damage may not be eligible for return.
2. How to Start a Return
To request a return, please contact us at:
Email: info@lumahousecollection.com
Please include:
- Your full name
- Order number
- Reason for return
- Photos or videos, if the item is damaged, defective, or incorrect
If your return is approved, we will provide instructions on how and where to send your package. Items sent back without first requesting a return will not be accepted.
3. Return Shipping
For returns due to customer preference, such as changing your mind, ordering the wrong item, or no longer needing the product, the customer may be responsible for return shipping costs.
If the return is due to our error, such as receiving the wrong item, a defective product, or an item damaged in transit, please contact us as soon as possible so we can help make it right.
4. Damages and Issues
Please inspect your order as soon as it arrives. If your item is defective, damaged, missing parts, or if you received the wrong item, contact us immediately at:
Please include your order number and clear photos or videos of the issue. This helps us evaluate the problem and provide the best solution, which may include a replacement, refund, or other resolution.
Please keep all packaging materials and damaged goods until the issue is resolved, as they may be needed for the claims process.
5. Non-Returnable Items
Certain items may not be eligible for return, including:
- Items that have been used, installed, assembled, or altered
- Items not in their original packaging
- Items damaged due to misuse, improper installation, or customer handling
- Final sale items, if clearly marked at the time of purchase
- Gift cards, if offered
Please contact us if you have questions about whether your item is eligible for return.
6. Exchanges
The fastest way to receive a different item is to request a return for the item you have. Once the return is approved, you may place a new order for the replacement item.
If your item arrived damaged, defective, or incorrect, please contact us so we can help resolve the issue.
7. Refunds
Once we receive and inspect your return, we will notify you whether your refund has been approved.
If approved, your refund will be issued to your original payment method within 10 business days. Please note that your bank or credit card provider may take additional time to process and post the refund.
If more than 15 business days have passed since your refund was approved, please contact us at:
8. Contact Information
For any questions about returns, refunds, or order issues, please contact us:
Store Name: Luma House
Company Name: Luma House Co LLC
Email: info@lumahousecollection.com
Phone: (512) 200-2496
Business Hours: Monday–Friday, 9:00 AM–5:00 PM CST
We aim to respond to customer inquiries as soon as possible, typically within 1–2 business days.
