Refund & Returns Policy

Last updated: May 2026

At LumenGlow we want you to be completely satisfied with your purchase. Please read our refund and returns policy carefully before placing an order.

1. Returns Window

We accept returns within 7 days of the date you receive your order. After 7 days we are unable to offer a refund or exchange.

2. Conditions for Return

To be eligible for a return, your item must meet the following conditions:

• Item must be unused and in the same condition you received it
• Item must be in its original packaging
• You must have proof of purchase (order confirmation email)
• The return must be reported to us within 7 days of receiving the item

3. Non-Returnable Items

The following items cannot be returned:

• Items that have been used, installed or had the adhesive backing removed
• Items damaged due to misuse, water damage (product is not waterproof) or electrical issues caused by incorrect power supply
• Items returned after the 7-day window

4. Faulty or Damaged Items

If you receive a faulty or damaged item, contact us immediately via WhatsApp or email with photos or a short video showing the fault. We will assess each case and offer a replacement, store credit or refund at our discretion.

Please note that our supplier's quality guarantee only covers manufacturing defects reported within 7 days of receiving the product.

5. How to Initiate a Return

• Contact us via WhatsApp or email within 7 days of receiving your order
• Provide your order number, a description of the issue and photos/video if applicable
• We will provide you with return instructions
• You are responsible for the cost of returning the item to us

6. Refund Processing

Once we receive and inspect your returned item, we will notify you of the outcome. If approved, your refund will be processed within 5–7 business days back to your original payment method.

7. Exchanges

We only replace items if they are defective or damaged. If you need an exchange for the same item, contact us at info@lumenglow.co.za.

8. Contact

For all return queries contact us at info@lumenglow.co.za, WhatsApp us on 083 652 0923 or visit our contact page.