Returns, Exchanges & Refund Policy
At Luméa, customer satisfaction is important to us. We strive to provide a transparent and fair return and refund process for all eligible orders.
Please review the policy below carefully before submitting a return or refund request.
Return Eligibility
Customers may request a return within 14 days of receiving the order.
To qualify for a return:
- The item must be unused and in its original condition
- The product must be returned in its original packaging whenever possible
- Proof of purchase or order confirmation must be provided
- Return requests must be submitted before sending any item back
Items returned without prior authorization may not be accepted.
Non-Returnable Items
Certain items may not be eligible for return, including:
- Products showing signs of excessive use or damage caused by misuse
- Customized or personalized items
- Final sale or clearance items when specified
- Gift cards or digital products, if applicable
Damaged or Incorrect Orders
If your order arrives damaged, defective, or incorrect, please contact our support team within 7 days of delivery.
To help us process the request efficiently, please include:
- Your order number
- A description of the issue
- Clear photos of the received item and packaging
Our team will review the case and provide an appropriate resolution.
Refund Process
Once the returned item is received and inspected, we will notify you regarding the approval or rejection of the refund.
Approved refunds are processed back to the original payment method whenever possible.
Please note:
- Original shipping fees are generally non-refundable
- Processing times may vary depending on your payment provider or financial institution
- Refunds may take several business days to appear after approval
Exchanges
We currently offer replacements or exchanges for eligible items that arrive defective, damaged, or incorrect.
Exchange availability may depend on product stock and fulfillment conditions.
Return Shipping
Unless otherwise required by local consumer protection laws, customers are responsible for return shipping costs.
We recommend using a trackable shipping method, as we cannot guarantee receipt of returned items without tracking confirmation.
Order Cancellation
Orders may only be canceled within a limited time after purchase and before processing or fulfillment begins.
Once an order has entered processing or shipment preparation, cancellation may no longer be possible.
Chargebacks & Payment Disputes
We encourage customers to contact our support team directly before initiating a payment dispute or chargeback. Most issues can be resolved more efficiently through our customer support process.
Fraudulent or abusive chargeback activity may result in restrictions on future purchases.
Contact Information
For all return, refund, or exchange requests, please contact:
Our support team will review all requests as quickly as possible.
—
Luméa
Operated by EPRICE COMPANY LTDA
CNPJ: 46.257.488/0001-38
R Mistral (Jd Bom Clima) 332 Edif The Point 209A EMX
Despraiado, Cuiabá – MT
CEP 78048-222 — Brazil