REFUND & RETURN

Where Science Illuminates Timeless Beauty

Refund & Return Policy

Last Updated: 27/07/2026

At LUMIRA, we take pride in the quality of our products and want every order to arrive safely and correctly. Please review the following policy before submitting a return, replacement, or refund request.

1. Return Eligibility

We accept return requests within 7 days from the date of delivery, provided that the product:

  • Is unused, unopened, and in its original condition;
  • Has its original packaging, seals, labels, and accessories intact;
  • Is accompanied by a valid order number or proof of purchase; and
  • Was purchased directly through the official LUMIRA website.

Returns that do not meet these conditions may not be accepted.

2. Damaged, Defective or Incorrect Items

Please inspect your order as soon as it arrives.

Contact us within 48 hours of receiving your order when:

  • The product arrived damaged or leaking;
  • The product is defective;
  • You received the wrong product; or
  • An item is missing from your order.

Please provide:

  • Your order number;
  • A clear photo of the shipping package;
  • Photos or a video showing the affected product; and
  • A brief description of the issue.

Once verified, we may provide a replacement or refund, depending on product availability and the circumstances of the claim.

3. Non-Returnable Items

For hygiene, safety, and quality-control reasons, we are unable to accept returns for:

  • Products that have been opened, used, tested, or partially consumed;
  • Products with damaged or removed seals;
  • Products damaged through misuse, improper storage, or negligence;
  • Items purchased from unauthorised sellers or third-party platforms;
  • Complimentary gifts, samples, and promotional items;
  • Clearance or final-sale items, unless they arrived damaged, defective, or incorrect; and
  • Products returned because of personal preference, including changes of mind regarding texture, fragrance, packaging, or colour.

Nothing in this policy limits any rights available to customers under applicable Malaysian consumer law.

4. Change-of-Mind Returns

Change-of-mind returns may be considered only when the product remains completely unopened, unused, and in resalable condition.

Customers are responsible for the return delivery cost. Original shipping fees are non-refundable unless the return resulted from an error by LUMIRA.

Approval must be obtained before sending any item back to us.

5. Skin Sensitivity and Allergic Reactions

Individual skin responses may vary. We recommend reviewing the full ingredient list and performing a patch test before regular use.

A sensitivity or allergic reaction does not automatically qualify for a refund. However, customers may contact us within 7 days of delivery with:

  • Their order number;
  • Photos of the affected area;
  • The product batch number; and
  • Details of how the product was used.

Each case will be reviewed individually. Customers should discontinue use and seek medical advice when symptoms are serious or persistent.

6. Return Process

To request a return:

  1. Contact us at [email address / WhatsApp number].
  2. Provide your order number and reason for the request.
  3. Attach the required photos or supporting information.
  4. Wait for return approval and return instructions.
  5. Send the approved item to the stated return address.

Please do not return products without prior approval. Unauthorised returns may not be processed.

Customers should use a trackable delivery service, as LUMIRA is not responsible for return parcels lost or damaged in transit.

7. Refunds

Once the returned item is received, we will inspect it and notify you of the outcome.

Approved refunds will be issued to the original payment method within approximately 7–14 business days. The time required for the funds to appear may vary depending on the bank or payment provider.

Shipping fees, transaction charges, vouchers, discount codes, reward points, and promotional values are generally non-refundable unless the refund resulted from an error by LUMIRA.

8. Replacements

Approved replacements are subject to stock availability.

When the original item is unavailable, customers may be offered:

  • A replacement product of equal value;
  • Store credit; or
  • A refund to the original payment method.

9. Bundles, Sets and Free Gifts

Products purchased as part of a bundle or set must be returned together in their original condition.

When an order qualified for a complimentary gift, the gift must also be returned unopened. The retail value of an unreturned gift may be deducted from the approved refund.

10. Order Cancellation

Orders may be cancelled only before they have been packed or dispatched.

Once an order has entered the fulfilment or delivery process, cancellation may no longer be possible. Customers may contact us as soon as possible at [contact details], but cancellation is not guaranteed.

11. Contact Us

For return, replacement, or refund enquiries, please contact:

LUMIRA Customer Care
Email: lumiraworldsdnbhd@gmail.com
WhatsApp:  +6019-341 3313
Return Address: 34, Jalan Jasmin 6/KS6, Bandar Botanik, 41200 Klang, Selangor