Refund policy
REFUND POLICY – CASA LUMA
Last updated: 22-2-2026 Contact: support@mycasaluma.store
1) 30-Day Easy Returns
You may request a return within 30 days of delivery. To start a return, e-mail support@mycasaluma.store with:
· Your order number, and
· The item(s) you want to return.
We will reply with return instructions. Please do not send returns without contacting us first.
2) Change-of-Mind Returns
If you changed your mind, you can return your item within 30 days of delivery.
· Return shipping costs are the responsibility of the customer;
· Items must be unused, in original condition, and include all original packaging, tags and accompanying accessories.
If the returned items shows signs of use, damage, missing parts, or altered packaging beyond what is necessary to inspect it, we may reduce the refund amount, where permitted by law. Original shipping fees are non-refundable for change-of-mind returns.
3) Defective, Damaged or Incorrect Items
If your item arrives defective, damaged, or incorrect, we will make it right (for example by replacement, store credit, partial refund or full refund), depending on the situation. Where possible, we may offer a replacement as a first solution. If a replacement is not suitable or reasonable, a refund or other remedy will be provided in accordance with applicable consumer laws.
Please contact us within 72 hours of delivery* (for faster processing) and include:
· Your order number and,
· Clear photo’s/or a short video showing the issue.
* Requests submitted after 72 hours may still be reviewed; however, processing may take longer and may require additional verification. Requests must be submitted within a maximum of 7 days after delivery. This does not affect any rights you may have under applicable consumer laws.
4) Refunds
Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, refunds will be issued to your original payment method. Processing times may vary depending on your bank/payment provider, but refunds are typically processed within 5-7 business days after the returned item is received.
5) Non-refundable Items
Unless required by law, the following are not refundable:
- All discounted, sale, or clearance items (final sale), including products purchased during special promotional or bundle campaigns*
- Customized or made-to-order items, unless arrived damaged or defective;
- Items damaged due to misuse, improper installation, or normal wear and tear.
*If a promotional bundle or multi-buy offer is partially returned, the discount associated with the promotion may be deducted from the refund amount.
6) Refused Delivery / Unclaimed Parcels / Wrong Address
You are responsible for ensuring that your shipping details are accurate at checkout. If you refuse delivery, fail to collect your parcel, or provide an incorrect or incomplete shipping address, the return may be treated as a change-of-mind return. Any original shipping fees, return shipping-costs, re-shipping fees, or additional charges may be deducted from your refund or charged separately, where permitted by applicable law.
7) Return Adress
The return address will be provided after your return request has been approved.