Refund Policy
Last updated: 17/11/2025
Because Lumuno boxes are customised based on your personal questionnaire, we generally cannot accept returns.
However, we will always ensure fairness, safety, and compassion.
1. Refunds Available For
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You may request a refund if:
- Your order arrived damaged
- Your box contains the wrong items
- Your parcel was lost in transit
- A safety issue is identified
- You cancelled your order before it was processed
Proof (photo or description) may be required.
2. Non-Refundable Items
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- Personalised boxes
- Custom-made creative kits
- Digital downloads
- Gift cards
- Subscription boxes already shipped
This is because these items cannot be resold.
3. Damaged or Missing Items
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Email us within 7 days of delivery.
We will:
- Replace the item
- OR send a substitute
- OR issue a partial/full refund
4. Cancellations
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Orders may be cancelled within 12 hours of purchase if they have not entered production.
Subscription cancellations must occur before the next billing date.
5. Exchanges
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We do not offer exchanges due to customisation, but we will fix any mistakes on our end.
6. Contact
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