Refund policy
LUMI SA – RETURNS & REFUNDS POLICY
Last updated: 7 August 2026
At Lumi SA, we want you to be happy with your purchase. If you are not satisfied with your order, you may request a return within 30 days of receiving your product, subject to the conditions below.
1. 30-Day Returns
Customers may request a return within 30 days of receiving their order.
To qualify for a return:
- The product must be unused and in its original condition.
- The product must be returned with its original packaging, where reasonably possible.
- The product must include any accessories, manuals or other items supplied with the purchase.
- Proof of purchase or your order number must be provided.
- The product must not have been damaged through misuse, neglect or improper handling.
Lumi SA reserves the right to assess returned products before approving a return.
2. Change-of-Mind Returns
If you change your mind about your purchase, you may request a return within 30 days, provided the product meets the return conditions above.
Return shipping costs for change-of-mind returns may be the responsibility of the customer.
3. Defective or Incorrect Products
If you receive a product that is defective, damaged, incomplete or different from what you ordered, please contact Lumi SA as soon as reasonably possible.
Please provide your order number and, where applicable, photographs or other information showing the issue.
Lumi SA will assess the issue and, where required by applicable South African consumer law, provide the appropriate remedy.
4. Refunds
Lumi SA does not offer refunds for ordinary change-of-mind returns where the product is not defective and the customer simply no longer wants the item.
However, nothing in this policy is intended to remove or limit any rights or remedies that customers may have under applicable South African consumer protection laws.
Where a refund is legally required or otherwise approved by Lumi SA, the refund will be processed using the applicable payment method or another agreed method.
5. Products That Cannot Be Returned
Certain products may not be eligible for return where they are:
- Used, damaged or altered by the customer.
- Missing original components or accessories.
- Damaged as a result of incorrect use or installation.
- Personalised or made specifically for the customer, where applicable.
- Otherwise excluded from return under applicable law.
6. How to Request a Return
To request a return, contact Lumi SA through our official customer support channel and provide:
Order number:
Customer name:
Reason for return:
Photos/videos where applicable:
Do not send a product back before receiving return instructions from Lumi SA.
7. Return Shipping
For approved change-of-mind returns, the customer may be responsible for the cost of returning the product.
Where a product is confirmed to be defective, damaged on arrival or incorrectly supplied, Lumi SA will handle the return in accordance with the customer's applicable legal rights.
8. Inspection
All returned products may be inspected before a return, replacement or other remedy is approved.
If a returned product does not meet the requirements of this policy, Lumi SA may decline the requested return where legally permitted.
9. Contact Us
If you have any questions about our Returns & Refunds Policy or would like to request a return, please contact Lumi SA through our official customer support details listed on our website.
Lumi SA
South Africa
Email:lumisa.shopify@gmail.com
Phone/WhatsApp: [Insert contact number]