RETURN, SHIPPING & REFUND POLICY
Returns Policy
Thank you for shopping at LUMA Creations, your destination for quality rugs and home decor. We strive to provide you with the best products and service possible. If, however, you are not entirely satisfied with your purchase, we’re here to help.
Defective or Incorrectly Dispatched Stock
We stand behind the quality of our products. If you receive defective or incorrectly dispatched stock, we will gladly replace it at no extra cost to you. Please contact our customer service team at online@lumacreations.co.za or WhatsApp +27(0)73 728 0097 within 7 days of receiving your order to arrange for a replacement.
Non-Defective Returns
For returns due to reasons other than defects or incorrect dispatch, a 10% handling fee will be applied. To be eligible for a return, your item must be unused and in the same condition that you received it. Please ensure the following conditions are met:
- Item and Components: Ensure that the item and all its components are present and in their original condition.
- Original Packaging: Repack the item in its original packaging.
- Invoice Copy: Kindly include a copy of the invoice for the order.
- Package Seal: Seal the package securely with packing tape to protect the contents during transport, especially for fragile items.
Non-Returnable Items
Custom made pieces and locally printed Artworks are not eligible for return unless they are damaged or have a manufacturing default. In the case of damaged or defective products, please contact our customer service team for assistance.
How to Initiate a Return
To initiate a return, please contact our customer service team at online@lumacreations.co.za or Whatsapp – +27(0)73 728 0097 with your order details and reason for return. Once your return request is approved, we will provide you with further instructions on how to proceed.
Refund Process
Upon receiving and inspecting the returned item, we will notify you of the status of your refund. If the return is approved, we will initiate a refund to your original method of payment, excluding any applicable handling fees.
Free Gifts
Should you receive a free gift with your purchase, please note that the free gift will need to be returned along with the original order in order to qualify for a refund. If the free gift is not returned along with the original order, the value of the free gift will be deducted from the refund due, in addition to any applicable handling fees. We appreciate your understanding in this matter and encourage you to include the free gift when initiating a return to ensure a smooth refund process.
Contact Us
If you have any questions about our Returns Policy or need assistance with a return, please don’t hesitate to contact our customer service team. We’re here to ensure your shopping experience with us is as smooth and enjoyable as possible.
LUMA Creations
Email: online@lumacreations.co.za
Whatsapp: +27(0)73 728 0097
Contact: +27(0)83 412 8842
https://lumacreations.co.za
