Return & Refund Policy
LUMORA ESSENCE
Last updated: 21 October 2026
Thank you for shopping with Lumora Essence. We want you to be satisfied with your purchase.
This Return & Refund Policy explains how to request a return, exchange or refund, including the conditions that apply to change-of-mind returns, damaged products, defective goods and incorrect orders.
Nothing in this policy limits or excludes any rights customers may have under applicable South African law, including the Consumer Protection Act (CPA) and Electronic Communications and Transactions Act (ECTA).
1. RETURN WINDOW
For voluntary change-of-mind returns, please contact Lumora Essence within 7 days of receiving your order.
This is our general store return period and does not replace any longer period or additional rights available under applicable law.
Where the statutory cooling-off provisions of the ECTA apply to an online purchase, customers may cancel the transaction within seven days after receiving the goods, subject to the exclusions and conditions provided by law.
2. ELIGIBILITY FOR CHANGE-OF-MIND RETURNS
To qualify for a voluntary change-of-mind return, products must generally be:
- Unused and in their original condition.
- Returned with original tags, where applicable.
- Returned with original packaging, where reasonably possible.
- Accompanied by an order number or other proof of purchase.
We may decline a voluntary return if an item has been used, damaged through misuse or is otherwise ineligible under the applicable return conditions.
These conditions do not restrict statutory remedies for defective, unsafe or incorrectly supplied goods.
3. HYGIENE-RELATED ITEMS
Certain products may not qualify for voluntary change-of-mind returns once used, particularly where hygiene considerations make resale unsuitable.
The Seven Chakra Diffuser Essential Oil Bracelet is not eligible for a voluntary change-of-mind return once it has been worn, used or exposed to essential oils or fragrances, except where applicable law provides otherwise.
This exclusion does not affect a customer’s legal rights concerning defective, unsafe or incorrectly supplied products.
4. HOW TO REQUEST A RETURN
To request a return, exchange or refund, please contact:
enquiries@lumora-essence.co.za
Please include:
- Your order number.
- The product concerned.
- The reason for the return.
- Photographs, where relevant to damage, defects or incorrect items.
We will review your request and provide the appropriate return instructions.
Please contact us before sending an item back so that we can arrange the correct return process. This does not remove any statutory rights you may have.
5. RETURN SHIPPING COSTS
For voluntary change-of-mind returns, the customer may be responsible for reasonable return shipping costs, subject to applicable law.
Where the ECTA cooling-off provisions apply, the customer may be responsible for the direct cost of returning the goods, as permitted by that legislation.
Where goods are defective, unsafe, damaged on arrival or incorrectly supplied, Lumora Essence will arrange or cover reasonable return costs where required by applicable law.
Any applicable return shipping arrangements will be communicated during the return process.
6. INSPECTION OF RETURNED PRODUCTS
Returned items may be inspected to confirm their condition and determine the appropriate resolution.
For voluntary returns, we will assess whether the item meets the relevant return conditions.
For defective or unsafe goods, we will assess the matter in accordance with applicable consumer protection legislation.
An inspection does not remove or reduce any statutory rights available to the customer.
7. REFUNDS
Where a refund is approved or required by law, we will process it in accordance with the applicable circumstances and legal requirements.
Refunds will generally be made to the original payment method used for the purchase, where possible.
The time required for refunded funds to reflect in the customer’s account may depend on the payment method used, the customer’s bank and the applicable payment service provider.
Where a statutory cooling-off right applies, refunds will be processed within the period required by law.
Store credit or an exchange may be offered where appropriate, but customers will not be required to accept these instead of a refund where they are legally entitled to one.
8. DEFECTIVE OR UNSAFE PRODUCTS
If a product is defective, unsafe or fails to meet applicable quality standards, please contact Lumora Essence as soon as reasonably possible.
Under the CPA, qualifying goods may generally be returned within six months of delivery where they fail to meet the applicable statutory quality standards, subject to the Act’s conditions and exceptions.
Where the CPA applies, customers may be entitled to a repair, replacement or refund as provided by law.
We will assess the circumstances and arrange an appropriate remedy without imposing conditions that unlawfully restrict these rights.
9. DAMAGED OR INCORRECT ORDERS
If your order arrives damaged or you receive an incorrect product, please contact us as soon as reasonably possible at:
enquiries@lumora-essence.co.za
Please include your order number and a description of the issue.
Photographs of the product and packaging may help us investigate the matter.
We will work with you and, where relevant, our delivery partners to arrange an appropriate resolution.
Quality Inspection Before Dispatch
At Lumora Essence, we take pride in the quality and presentation of every order.
All products are received by Lumora Essence and personally inspected before being packaged and dispatched to our customers.
Each product is checked for visible damage, completeness and overall condition to ensure it meets our quality standards.
Once inspected, products are carefully packaged to help protect them during transit.
Should an issue be identified during inspection, we will take the necessary steps to resolve it before dispatch and notify the customer if this affects the expected delivery timeframe.
While every effort is made to ensure products leave us in excellent condition, customers are encouraged to contact us if an item arrives damaged, defective or incorrect. All such concerns will be handled in accordance with this policy and applicable South African consumer protection legislation.
10. NON-RETURNABLE ITEMS
The following products are generally excluded from voluntary change-of-mind returns:
- Seven Chakra Diffuser Essential Oil Bracelet: Once worn, used or exposed to essential oils or fragrances, for hygiene reasons.
- Made-to-Order Dresses: Our dresses are specially prepared or made to order following a customer’s purchase and have an estimated preparation period of 5–14 business days, excluding shipping time.
Because dresses are made to order, they are not eligible for voluntary change-of-mind returns, exchanges or refunds, except where applicable law provides otherwise.
Customers are encouraged to carefully review the product description, sizing information and available options before placing an order.
These exclusions do not affect any statutory rights relating to defective, damaged, incorrectly supplied or misrepresented products, or other cancellation rights that cannot lawfully be excluded.
11. CANCELLATIONS BEFORE DISPATCH
If you wish to cancel an order before dispatch, please contact us as soon as possible.
Where cancellation is possible, we will confirm the arrangements and any applicable refund.
If the order has already been dispatched, the relevant return or statutory cancellation provisions may apply.
Nothing in this section restricts a cancellation right provided by applicable law.
12. CONTACT US
For questions about returns, refunds, exchanges, damaged goods or order cancellations, please contact:
Lumora Essence
Website: https://lumora-essence.co.za
Email: enquiries@lumora-essence.co.za
13. CHANGES TO THIS POLICY
We may update this Return & Refund Policy to reflect changes in our operations, products or applicable legal requirements.
The latest version will be published on our website with a revised update date.