Refund policy
Return, Refund and Cancellation Policy
Order Cancellation and Modification Policy
We process and ship all orders very quickly, so we cannot guarantee any changes or cancellations once your order has been placed.
If you would like to modify or cancel your order, please contact our customer service as soon as possible by email at contact@lumachosen.com.
We will do our best to modify or cancel your order if it has not yet been processed at our warehouse.
To speed up the processing of your request, please write "Cancel my order" in the subject line of your email, and include your full name and order number in the body of the email.
Return and Refund Policy
If your order has already been shipped, don't worry — you can return it for a refund, subject to the conditions below.
You have 30 days from the delivery date of your order to request a return.
To be eligible for a return, your items must be returned in a condition that allows them to be resold, ideally in their original packaging, with any accessories included and a proof of purchase.
For hygiene and health protection reasons, certain products that have been unsealed or used cannot be returned.
Other items that cannot be returned:
- Gift cards
- Digital content that has already been delivered or accessed
To complete your return, we require a receipt or proof of purchase.
Refunds (if applicable)
Once your returned item is received and inspected, or once we receive proof of return shipment, we will send you an email to confirm that we have received it.
We will also notify you of our decision regarding the approval or rejection of your refund request.
If your request is approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment as soon as possible.
Return shipping costs are the responsibility of the customer, unless otherwise stated on our website or unless the item is defective, damaged or not as described.
Late or Missing Refunds
If you haven't received your refund yet:
- Check your bank account again.
- Contact your bank or credit card company. Processing times generally take 7 to 14 business days depending on the financial institution.
If you have done all of this and you still have not received your refund, please contact us at contact@lumachosen.com.
Sale Items (if applicable)
Sale or promotional items may be returned under the same conditions as regular-priced items, in accordance with this policy.
Exchanges (if applicable)
We only replace items if they are defective, damaged or not as described.
If this is the case and you would like to exchange your item for the same product, send us an email at contact@lumachosen.com.
Shipping Returns
To return a product, you must first contact us by email at contact@lumachosen.com. We will then provide you with the return procedure and the address of the warehouse able to receive returned parcels.
If the product is defective, damaged or not as described, return shipping costs may be covered after validation by our customer service team.
Returned items remain your responsibility until they reach us.
If you are shipping an item worth more than $50 USD, we recommend using a trackable shipping service or purchasing shipping insurance.
We cannot guarantee that we will receive your returned item.
Your Statutory Rights
Nothing in this policy limits or excludes any rights or remedies you may have under applicable consumer protection laws, including the Australian Consumer Law and the New Zealand Consumer Guarantees Act. If a product is faulty, not fit for purpose or does not match its description, you may be entitled to a repair, replacement or refund under those laws, regardless of the time limits set out in this policy.