Return and Refund Policy

At LUMA Reformer , we want you to be completely satisfied with your purchase. If you are not, you have a 30-day right of withdrawal from the date of receipt of your order.

1. RETURN CONDITIONS

You can request a return under the following conditions:

The product is new, unused and in its complete original packaging
The return request is made within 30 days of receipt of the order.
The product does not fall within the exceptions listed below

📌 Exceptions (non-refundable) :

Personalized products
Products used, incomplete or showing signs of wear
Products returned without original packaging

2. RETURN PROCEDURE

Before any return, it is imperative to contact our customer service by email at:
📧 contact@lumareformer.com

Please specify in your message:

Your order number
The product(s) concerned
The reason for return
And, if applicable, a photo of the product

✅ After validation, we will communicate to you:

The return address
Detailed instructions to ensure good reception

📦 The product must be returned:

At your expense
With suitable packaging
And the order number clearly visible in the package

3. TIMES AND METHODS OF REIMBURSEMENT

After receipt and inspection of the returned product:

Refund will be made within 30 days
You will be informed by email of its processing
The refund will be made via the initial payment method.

4. DEFECTIVE PRODUCT OR ORDER ERROR

If you received:

A damaged product
A product with a manufacturing defect
An item that does not match your order

👉 Contact us immediately at contact@lumareformer.com with:

Your order number
One or more photos of the fault noted

✅ A solution will be offered quickly (replacement, refund or credit), at no cost to you.

5. RETURN ADDRESS

⚠️ The return address is not that of the sender .
It will be sent to you by email after validation of your request .

❗ Any package returned without prior request or to an incorrect address cannot be processed or refunded.

6. PARCELS REFUSED OR NOT COLLECTED

In the event that the customer refuses delivery without having exercised his right of withdrawal in accordance with the stipulated conditions, LUMA Reformer reserves the right to retain the total amount of the order as compensation for the costs incurred for the management of the order and shipping.

To exercise their right of withdrawal, the customer must accept delivery of the product, inspect the item, and then initiate a return request by contacting our customer service within 14 days of receiving the package. The product must be returned in perfect condition and in its original packaging. Return shipping costs will be borne by the customer.

7. ASSISTANCE

📧 For any questions or requests related to a return, contact:
➡️ contact@lumareformer.com
Our customer service will respond to you within 24 to 48 working hours .