Refund policy

Our Refund Policy

At LumaTolo, we are committed to your satisfaction with every purchase of our dresses, tops, and outerwear. If you are not entirely satisfied with your order, we are here to help. Please review the following policy details carefully.

Eligibility for Refunds

To be eligible for a return and refund, your item must meet the following conditions:

• The item must be unused, in its original condition, and with all tags attached.
• It must be returned within 30 days from the date you received the shipment.
• The item must be in its original packaging, where applicable.
• Proof of purchase (order number) is required.

Items that are damaged, altered, washed, or show signs of wear cannot be accepted for refund.

Non-Refundable Items

For hygiene and safety reasons, the following items are not eligible for return or refund unless they arrive defective or incorrect:

• Final sale items (clearly marked during purchase).
• Gift cards.
• Personalized or custom-made garments.

Return Process

1. Initiate Your Return: To start a return, please contact our customer support team at [email protected] with your order number and reason for return. We will provide you with a Return Merchandise Authorization (RMA) number and detailed instructions.
2. Package Your Item: Securely pack the item(s) in the original or a suitable protective package. Include the RMA number inside the package.
3. Ship Your Return: Send the package to the return address provided in your instructions. We recommend using a trackable shipping service. The customer is responsible for return shipping costs unless the return is due to our error (e.g., wrong or defective item shipped).

Refund Timeline & Method

Once we receive and inspect your returned item, we will notify you via email regarding the status of your refund.

• If approved, your refund will be processed automatically to your original method of payment.
• Please allow 5-10 business days for the refund to appear in your account after processing, depending on your bank or payment provider.
• Sale items will be refunded to the original payment method at the sale price.

Exchanges

We currently do not offer direct exchanges. To exchange an item for a different size or color, please follow the standard return process to receive a refund and then place a new order for the desired item.

Incorrect or Damaged Items

If you receive an incorrect, defective, or damaged item, please contact us immediately at [email protected] within 7 days of delivery. We will arrange a prepaid return label and expedite a replacement or full refund at no cost to you.

Contact Us

For any questions regarding our Refund Policy or your specific return, please do not hesitate to contact our support team.

Email: [email protected]

We aim to respond to all inquiries within 24-48 hours during business days.