Refund policy

At LUMUS, we want you to love your fragrance. Because perfumes are personal-care and hygiene-sensitive products, this policy explains exactly when a refund, replacement or exchange is possible. It applies to orders on our website and, where indicated, on marketplaces where LUMUS is sold. By purchasing from us, you agree to this policy. This does not affect your statutory rights as a consumer under applicable law. –

1. When a return / refund / exchange is possible

For hygiene and safety reasons, we can only accept a claim where the product is:

Damaged, broken or leaked in transit;
Defective or has a manufacturing fault; or
The wrong item, or an item is missing from your package.

Such claims must be reported within 24 hours of delivery (and in no case later than 48 hours).

2. Unboxing video is mandatory

To claim a refund, replacement or exchange for any damaged, broken, leaked, missing or incorrect product, you must share a clear, continuous unboxing video along with photographs, showing the sealed outer package being opened and the product with its original packaging. Claims without an unboxing video cannot be verified and may be rejected.

3. What we cannot accept

No change-of-mind returns. Due to hygiene and the nature of fragrance, we do not accept returns or exchanges of delivered products – whether opened, used or even unused/unopened – unless the item is damaged, defective, wrong or missing as above.
Products damaged by misuse, mishandling, neglect or exposure to heat/sunlight after delivery.
Claims raised after the time windows stated in this policy.
Items marked “final sale”, samples, free gifts and gift cards.

4. If your package looks damaged or tampered on delivery

If the outer package appears tampered with, wet, crushed or damaged, please refuse to accept it from the delivery partner and contact us the same day so we can arrange a fresh dispatch or refund.

5. How to raise a claim

Contact us within 24 hours of delivery at [care@lumus.example] or WhatsApp [+91-XXXXXXXXXX] (or use the returns option in your marketplace account).
Use the subject line “Refund/Replacement for [Order Number]” and include your order number, the variant name (e.g. Love), and the unboxing video plus photographs.
Wait for our confirmation and instructions before returning anything. Unauthorised returns may not be accepted.

6. Verification & resolution timeline

Once we receive your claim and media proof, our team verifies it within [1–2] working days.
If approved, a replacement of the same variant is dispatched and delivered within [5–7] working days. If the variant is out of stock, we will offer a suitable alternative, store credit or a refund.

7. Refunds

Approved refunds are made to the original payment method within [5–7] business days of approval; the time for the amount to reflect depends on your bank or payment provider.
Cash-on-Delivery (COD) orders: refunds are credited to the bank account you share with our support team, within [4–7] working days of approval.
We will share confirmation and the transaction reference once the refund is initiated.
Delivery/shipping charges are non-refundable unless the return is due to our error (damaged, defective, wrong or missing item).

8. Order marked delivered but not received

If your order shows as delivered but you have not received it, contact us within 48 hours of the delivered status. Our team will investigate with the courier and share a resolution within [3–4] working days. Claims raised after this period may not be eligible.

9. Cancellations

You can cancel an order any time before it is dispatched by contacting us as soon as possible.
Once dispatched, orders cannot be cancelled and the return process above applies.
Refunds for cancelled prepaid orders are credited to the original payment account within [4–5] business days of cancellation approval.

10. Fragrance sensitivities & patch test

Our perfumes contain fragrance blends. We recommend a patch test before regular use. As sensitivities and allergies vary between individuals, reactions caused by personal sensitivity to a specific ingredient are not grounds for a return or refund. Discontinue use if irritation occurs.