Refund policy
At LumaMuse, we aim to ensure your satisfaction with every purchase. However, due to the nature of our products and the customization involved, we have specific policies regarding returns and exchanges. Please carefully review the following policy before making a purchase.
1. Eligibility for Returns
1.1 Timeframe for Returns
We accept returns or exchanges only in limited circumstances. Due to the custom printing and production of our products, once a bottle is printed and the product is produced, we are unable to offer refunds.
1.2 Condition of Items
To be eligible for consideration for a return or exchange (where applicable), the item must be unused, unopened, and in its original packaging. Products that have been used, opened, tampered with, or customized (such as personalized bottles) are not eligible for return.
1.3 Non-Returnable Items
The following items are non-returnable:
- Customized products (including personalized bottles)
- Gift cards
- Products marked as final sale
- Products received as part of a promotional offer
- Free gifts
2. How to Initiate a Return
2.1 Return Process
If you believe your situation qualifies for a return or exchange, please contact our customer service team first with your order number and a brief explanation of your reason.
📧 Email: welw48@outlook.com
📱 Text: (808) 374-8822
Once we review your request and determine eligibility, we’ll provide you with a Return Merchandise Authorization (RMA) number and return instructions.
2.2 Return Shipping Costs
You will be responsible for paying return shipping costs unless the return is due to our error (e.g., you received an incorrect or defective item). We recommend using a trackable shipping method and insurance, as we cannot guarantee receipt of returned items.
2.3 Return Address
To protect your privacy, our return address is not published. Please contact us first for the correct return address after receiving your RMA number.
3. Damaged or Incorrect Items
3.1 Reporting Issues
If your order arrives damaged or incorrect, please contact us right away with:
- Your order number
- A photo of the item received
We'll work quickly to make it right.
3.2 Replacement Process
We will replace damaged or incorrect items at no additional cost. Depending on the case, we may ask you to return the original item before shipping a replacement.
4. Contact Information
If you have questions about our Return & Exchange Policy:
📧 welw48@outlook.com
📱 (808) 374-8822
🕒 Customer Service: Standard U.S. business hours