Refund policy
Lumi Hair Return & Refund Policy
At Lumi Hair, all orders are processed with care. As many of our products are sourced and supplied on a pre-order basis, customers are required to carefully check their order before making payment.
By placing an order with Lumi Hair, you agree to the terms and conditions of this Return & Refund Policy.
1. Returns of Unused Items
Unused items may be returned within 7 days of receiving the order.
To qualify for a full refund, the item must:
- Be unused and unworn
- Not have been cut, coloured, dyed, bleached, washed, or chemically treated
- Not have been installed or styled
- Not have been altered in any way
- Be returned in its original condition and packaging where applicable
All returned items will be inspected before a refund is approved.
Once the return has been inspected and approved, the refund will be processed within 14–21 working days using the same payment method used for the original payment.
2. Used, Installed or Altered Items
Items that have been used, worn, installed, cut, coloured, dyed, bleached, washed, chemically treated, styled, or otherwise altered are not eligible for a full refund.
If Lumi Hair agrees to accept the return of a used or altered item, a maximum refund of 50% of the purchase price may be provided after inspection.
Refunds for approved used or altered returns will be processed within 14–21 working days after the item has been received and inspected.
3. Pre-Order Items
Many Lumi Hair products are sold on a pre-order basis. Customers are advised to carefully review the product details, including the length, colour, texture, size, and other specifications before placing an order.
Once a pre-order has been placed and payment has been made, cancellations may not be accepted as the item may already have been ordered or sourced specifically for the customer.
4. Incorrect or Damaged Items
If you receive an incorrect or damaged item, you must contact Lumi Hair within 7 days of receiving your order and provide clear photographs and/or videos of the item.
The item must not be used, installed, altered, washed, cut, coloured, or chemically treated while the issue is being reviewed.
Each case will be assessed individually.
5. Return Inspection
All returns are subject to inspection. A refund will only be processed once the returned item has been received and inspected.
If the item does not meet the requirements of this policy, the return may be rejected and no refund may be issued.
The 14–21 working day refund processing period begins only after the returned item has been received and inspected.
6. Return Costs
Unless the return is due to an error made by Lumi Hair or an item being confirmed as defective, the customer may be responsible for any return delivery or shipping costs.
Lumi Hair is not responsible for items lost or damaged while being returned by the customer until the item has been received by Lumi Hair.
7. Contact Us
For any return-related enquiries, customers must contact Lumi Hair before sending an item back.
Please do not return any item without first contacting us and receiving return instructions.
Lumi Hair reserves the right to assess each return individually and to refuse returns that do not comply with this policy.