Refund policy
Last updated: April 12, 2026
At Lumaexa, we want you to be completely satisfied with your purchase. If something isn't right, we're here to help.
Eligibility for Returns
- You have 30 days from the date of delivery to request a return or exchange.
- Items must be unused, in original condition, and in their original packaging.
- Custom "Design Your Own" products are non-refundable unless they arrive damaged or defective.
Non-Returnable Items
- Custom/personalized desk mats (unless defective or damaged on arrival)
- Items that have been used, washed, or altered
- Items returned after 30 days from delivery
Damaged or Defective Items
If your order arrives damaged or defective, please contact us within 7 days of delivery at lumaexastore@gmail.com with:
- Your order number
- A clear photo of the damage or defect
We will send a free replacement or issue a full refund at your choice.
Refund Process
- Once we approve your return request, your refund will be processed to the original payment method within 5–10 business days.
- Shipping costs are non-refundable unless the return is due to our error (wrong item, damaged, or defective product).
Late or Missing Refunds
If you haven't received your refund after 10 business days, please check with your bank or credit card provider first, then contact us at lumaexastore@gmail.com.
Exchanges
We offer exchanges for the same product in a different size, subject to availability. Contact us to arrange an exchange.
Cancellations
Orders can be cancelled within 12 hours of placing them. After that, the order may already be in production or shipped and cannot be cancelled.
For all return and refund inquiries, contact us at lumaexastore@gmail.com.