REFUND POLICY

Last updated: September 2, 2026

We want you and your pet to be happy with your purchase from The Lumi Aura.

RETURNS

You may request a return within 30 days after your order is delivered.

To be eligible for a return, the item must be unused, unwashed, in the same condition in which it was received, and returned with its original packaging, accessories, labels, and proof of purchase.

To start a return, contact support@thelumiaura.com with your order number and the reason for the return. Please do not send an item back before receiving return instructions. Items returned without prior authorization may not be accepted.

NON-RETURNABLE ITEMS

For health, hygiene, and safety reasons, we normally cannot accept returns of:

• Used, washed, worn, chewed, damaged, or contaminated pet products
• Opened consumable or hygiene-sensitive products
• Personalized or custom-made items
• Gift cards
• Items marked as final sale

These exclusions do not apply when an item arrives damaged, defective, materially different from its description, or when applicable law requires another remedy.

DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

Please inspect your order after delivery. If an item is damaged, defective, or incorrect, contact support@thelumiaura.com as soon as reasonably possible.

Include your order number and clear photographs or video of the item and shipping packaging. We will review the issue and, where appropriate, arrange a replacement, refund, or another suitable remedy.

RETURN SHIPPING

For change-of-mind returns, the customer is responsible for return shipping costs. Original shipping charges are non-refundable unless the return resulted from our error or applicable law requires otherwise.

If the item is defective, damaged on arrival, or incorrect, The Lumi Aura will cover reasonable authorized return-shipping costs.

EXCHANGES

If you would like a different item, size, or variation, contact us first. Depending on availability, we may arrange an exchange or ask you to return the original item and place a new order.

REFUNDS

After we receive and inspect an eligible return, we will notify you whether the refund has been approved.

Approved refunds are issued to the original payment method. Please allow up to 10 business days after approval for us to issue the refund. Your bank, card issuer, or payment provider may require additional processing time.

If more than 15 business days have passed since your refund was approved, contact support@thelumiaura.com.

ORDER CANCELLATIONS

Contact us as soon as possible if you need to cancel an order. We will try to cancel orders that have not entered fulfillment, but cancellation cannot be guaranteed once processing or shipment has begun.

If the order has already shipped, the applicable return rules will apply.

MANDATORY CONSUMER RIGHTS

Nothing in this policy limits any non-waivable rights or remedies available to you under applicable consumer-protection law.

CONTACT

Email: support@thelumiaura.com