Refund policy

1. General Return Eligibility

Customers may request a return, exchange, repair, replacement, or refund subject to the conditions below.

To qualify for a return:

  • The item must be unused and in its original condition unless defective.
  • The item must be returned in its original packaging where reasonably possible.
  • Proof of purchase must be provided.
  • Returns must comply with the applicable return periods below.

Lumera Glow SA reserves the right to inspect all returned items before approving a refund or exchange.

2. Cooling-Off Returns for Online Purchases

In terms of the Electronic Communications and Transactions Act (ECTA), customers who purchase goods online may cancel the transaction within 7 days after receiving the goods, without needing to provide a reason.

Conditions:

  • The customer must notify Lumera Glow SA in writing within 7 days of delivery.
  • The customer is responsible for the direct cost of returning the goods.
  • Goods must be returned unused and in their original condition where reasonably possible.
  • Refunds will be processed within a reasonable period after the returned goods are received and inspected.

Please note:

  • Certain products may not qualify for cooling-off returns where excluded by law, including:
    • Personalized or custom-made items
    • Opened hygiene or personal care products
    • Products that deteriorate rapidly
    • Sealed items that have been opened and cannot be resold for health or hygiene reasons

3. Faulty, Damaged, or Defective Products

Under the Consumer Protection Act, customers are entitled to receive goods that are:

  • Of good quality
  • In working condition
  • Free from defects
  • Suitable for their intended purpose

If a product is faulty, defective, unsafe, or damaged upon delivery or within 6 months of purchase, the customer may choose one of the following remedies:

  • Repair
  • Replacement
  • Refund

provided the defect was not caused by misuse, negligence, accidental damage, unauthorized alterations, or failure to follow care instructions.

Lumera Glow SA may inspect the item before processing the claim.

4. Incorrect Items Delivered

If you receive the wrong product:

  • Notify us within 7 days of delivery.
  • We will arrange collection or return shipping where applicable.
  • The correct item will be sent subject to stock availability, or a refund will be issued.

5. Non-Returnable Items

For hygiene, safety, and legal reasons, the following items may not be returned unless defective:

  • Opened skincare or beauty products
  • Used cosmetic or hygiene products
  • Personalized or custom-made products
  • Clearance, promotional, or final sale items marked “non-returnable”
  • Gift cards or digital products
  • Products damaged due to misuse or improper care

6. Condition of Returned Goods

Returned items must:

  • Include all accessories, manuals, and packaging where applicable
  • Not be excessively used, damaged, altered, or tampered with
  • Be securely packaged for return transport

Lumera Glow SA reserves the right to refuse returns that do not meet these conditions.

7. Refund Processing

Approved refunds will be processed using the original payment method where possible.

Please allow:

  • 5–14 business days for processing depending on the payment provider and banking institution.

Shipping fees are generally non-refundable unless:

  • The item is defective
  • The incorrect item was supplied
  • The return is required by law

8. Exchanges

Exchanges are subject to stock availability.

If the requested replacement item is unavailable, Lumera Glow SA may:

  • Offer store credit
  • Offer an alternative product
  • Process a refund

9. Return Shipping

Customers are responsible for return shipping costs unless:

  • The product is defective
  • The wrong item was delivered
  • The return is legally required under South African consumer law

Lumera Glow SA recommends using a trackable courier service, as we cannot guarantee receipt of returned items without tracking.

10. Abuse of Return Policy

Lumera Glow SA reserves the right to:

  • Refuse returns where abuse, fraud, or unreasonable usage is suspected
  • Charge reasonable handling or restoration fees where legally permitted
  • Decline refunds for products returned damaged through customer misuse

11. Consumer Rights

Nothing in this policy limits or replaces any rights afforded to consumers under South African law, including the:

  • Consumer Protection Act 68 of 2008
  • Electronic Communications and Transactions Act 25 of 2002

12. Contact Us

For all return, refund, or exchange requests, please contact:

Lumera Glow SA
Email: kerneelscoertze12@gmail.com
Business Hours: Monday – Friday, 08:00 – 17:00

Please include:

  • Your order number
  • Full name
  • Description of the issue
  • Photos where applicable