Refund policy


Returns, Refunds and Exchange Policies

 

 

Returns

Our Standard 30-Day Return Window

 

We accept returns on all eligible, non-final sale items within 30 days of the delivery date.

Detail Policy
Return Window 30 days from the date of delivery.
Product Condition Items must be unused, unwashed, and in the same condition that you received them. They must also be in the original packaging.
Items Not Eligible Final sale items, Gift cards, Perishable goods, Personal care products, Custom or personalized items
Proof of Purchase A receipt or proof of purchase (e.g., order number) is required.

 

How to Initiate a Return

All returns must be pre-authorized. Please following the following steps to initiate a return:

  1. Contact Us: To start a return, please email our support team at returns@lumenhauscollective.com with your Order Number and the reason for the return.

  2. Wait for Authorization: We will review your request within 10 business days. If approved, we will provide you with the exact return address for the warehouse.

  3. Ship the Item: Clearly label the package and pack the item back into it's original packaging with all required documents. Drop your package off at the nearest shipping carrier location as per the instructions in the return authorization email.

 

Return Shipping Costs & Fees

 

Change of Mind Returns (Non-Defective)

For returns based on the customer changing their mind (e.g., size, color, preference, wrong item), the following applies:

  • Return Shipping Cost: The customer is responsible for all shipping costs to return the item to our designated return address. We recommend using a trackable shipping service.

 

Defective or Damaged Items

If an item is defective, damaged, or you received the wrong product, we will make it right:

  • Reporting the Issue: You must contact us within 7 days of delivery and provide clear photographs of the defect or damage.

  • Shipping Cost: Lumenhaus Collective will cover the return shipping costs or provide a pre-paid shipping label. You will receive a full refund or a free replacement.

 

Refunds

 

Refund Processing Time

Once your return is received and inspected by the warehouse, we will send you an email notification.

  • Inspection & Processing: After the return is approved, it will take up to 14 days to process the refund to the original payment method. The refund will automatically be applied to your original method of payment (credit card, PayPal, etc.).

If you require further assistance, please reach out to us at returns@lumenhauscollective.com.