Refund policy
Return & Refund Policy
At PureLure, customer satisfaction is our top priority. If you're not completely satisfied with your purchase, we're here to help.
30-Day Return Policy
We offer a 30-day return policy, which means you have 30 days from the date of delivery to request a return.
To be eligible for a return, your item must:
- Be unused and in its original condition.
- Be returned in its original packaging with all included accessories.
- Include your order confirmation or proof of purchase.
To start a return, please contact our support team at support@lumora.com
If your return request is approved, we'll provide you with return instructions and the return address. Please note that items returned without prior authorization cannot be accepted.
If you have any questions regarding your return, don't hesitate to contact us at support@lumora.com.
Damaged, Defective or Incorrect Items
Please inspect your order as soon as it arrives.
If your product is damaged, defective, or you received the wrong item, contact us within 48 hours of delivery at support@lumora.com.
To help us resolve the issue quickly, please include:
- Your order number
- A brief description of the issue
- Clear photos or a short video showing the product and its packaging
If your claim is approved, we will gladly send a replacement or issue a full refund at no additional cost.
Non-Returnable Items
For hygiene and safety reasons, we cannot accept returns for:
- Products that have been used or show signs of use.
- Personal care or skincare devices that have been opened or used.
- Gift cards.
- Clearance or Final Sale items.
If you're unsure whether your item qualifies for a return, please contact our customer support before sending it back.
Exchanges
We currently do not offer direct exchanges.
If you'd like a different product, simply request a return for the eligible item. Once your return has been approved, you may place a new order at your convenience.
European Union 14-Day Right of Withdrawal
If your order is delivered within the European Union, you have the legal right to cancel or return your purchase within 14 days of delivery, without providing a reason.
To qualify, the product must be unused, in its original condition and packaging, and accompanied by proof of purchase.
This right does not affect your statutory consumer rights under applicable EU law.
Refunds
Once we receive and inspect your returned item, we'll notify you by email regarding the status of your refund.
If approved, your refund will be issued to your original payment method within 5–10 business days.
Please note that your bank or payment provider may require additional time to process the refund.
Shipping charges are non-refundable unless the return is due to:
- A defective product
- A damaged item
- An incorrect item sent by PureLure
If you haven't received your refund within 15 business days after approval, please contact us at support@lumora.com