Refund policy
Return & Refund Policy
We have a 14-day return policy, which means you have 14 days after receiving the last item in your order to request a return.
To be eligible for a return, your item must be in the same condition that you received it — unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.
How to start a return
You can start a return or cancellation request via your customer account: https://shopify.com/101904187734/account
If you checked out with a phone number only (no email address), please use the return link in your SMS order confirmation — you cannot use the customer account link without an email address.
Alternatively, you can contact us at lumis3dprints@gmail.com. Returns will need to be sent to: Tusseler 19, Netherlands.
If your return is accepted, we'll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back without first requesting a return will not be accepted.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you received the wrong item, so we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain items cannot be returned, including perishable goods (such as food, flowers, or plants), custom or personalized products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union — Right of Withdrawal
If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days, starting from the date you receive the last item in your order, for any reason and without justification.
To exercise this right, you can:
- Start a request via your customer account: https://shopify.com/101904187734/account
- Or contact us at lumisdesignsco@gmail.com
If you checked out with a phone number only (no email), please use the return link in your SMS order confirmation.
Your item must be in the same condition that you received it — unworn or unused, with tags, and in its original packaging.
Upon cancellation or return, we will refund the full purchase price, including the standard outbound shipping costs you paid. Return shipping costs are at your expense unless the item is defective or incorrect. Refunds will be processed to your original payment method within 10 business days of receiving and approving your return.
Note: custom or personalized items are exempt from the right of withdrawal.
Refunds
We will notify you once we've received and inspected your return, and let you know if the refund was approved. If approved, you'll be automatically refunded on your original payment method within 10 business days. Please allow additional time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we approved your return, please contact us at lumis3dprints@gmail.com.