Refund policy
Return & Exchange Policy – Pillows, Duvets, and Mattress Protectors
We offer a 30-day return policy. You have 30 days from the date of delivery to request a return.
Return Eligibility
To be eligible for a return, the item must be:
- unused and unwashed
- in the same condition in which it was received
- free from stains, odors, or damage
- with all original tags attached
- in its original outer packaging and unopened sealed inner hygienic packaging
- accompanied by proof of purchase
For hygiene and safety reasons, bedding products that have been used, washed, or opened from their sealed inner hygienic packaging are not eligible for return.
How to Start a Return
To request a return, please contact us at:
support@lumieragroup.com
If your return is approved, we will provide the return instructions and return address. Items sent back without prior authorization will not be accepted.
Damaged, Defective, or Incorrect Items
Please inspect your order upon delivery. If your item arrives damaged, defective, or incorrect, contact us within 48 hours of delivery and include clear photos so we can review the issue and resolve it promptly.
Non-Returnable Items
We do not accept returns for:
- used or washed items
- items opened from their sealed hygienic packaging
- customized or made-to-order products
- sale or final sale items
- gift cards
Exchanges
We do not process direct exchanges. The fastest way to receive a different item is to request a return for the original item, once approved, and place a new order separately. Any replacement order is subject to product availability.
Return Shipping
Unless the item is damaged, defective, or sent in error, return shipping costs are the responsibility of the customer. Original shipping charges are non-refundable.
European Union 14-Day Cooling-Off Period
If your order is shipped to a country within the European Union, you may have the right to cancel or return your order within 14 days of delivery for any reason, provided the item is unused, in its original condition, and in its unopened original hygienic packaging. This right may not apply to sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed.
Refunds
Once we receive and inspect your return, we will notify you of the outcome. If approved, your refund will be issued to your original payment method within 10 business days. Please note that your bank or card provider may require additional time to process the refund.
If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at:
support@lumieragroup.com