Refund policy

At LUMAA, we are committed to delivering premium teeth whitening products engineered for comfort, effectiveness, and confidence. If your experience does not meet expectations, we're here to assist.

Returns Eligibility

Due to the personal and hygiene-sensitive nature of oral care products, returns are subject to the following conditions:

Items must be unused, unopened, and in their original sealed packaging
Return requests must be made within 7 days of delivery
Proof of purchase is required

We reserve the right to refuse returns that do not meet these standards.

Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns on:

Opened or used LUMAA products
Items not in their original condition or packaging
Products damaged due to misuse, improper storage, or unauthorised modification

Return Initiation Process

To initiate a return, please contact our customer service team at support@lumaa.co.za.

Please provide your order number and a brief explanation of the reason for the return or how we can improve our products.

Defective or Incorrect Items

If you receive a defective, damaged, or incorrect item, please contact us within 48 hours of delivery.

Please include:

Your order number
Clear images of the issue

If approved, we will:

Replace the item at no additional cost, or
Issue a full refund, including any applicable shipping charges

Refund Process

Once your return is received and inspected:

Approved refunds will be processed to your original payment method
Please allow 5–10 business days for the refund to reflect, depending on your financial institution or payment provider

Exchanges

We only replace items if they are defective or incorrect.

If you would like a different product, we recommend placing a new order.

Return Shipping

Customers are responsible for return shipping costs unless the item is defective or incorrect
We recommend using a trackable shipping method, as LUMAA is not responsible for returns lost in transit

Cancellations

Orders may only be cancelled before they have been processed or dispatched.

Once an order has been shipped, it cannot be cancelled.

Late or Missing Refunds

If you haven't received your refund:

Check with your bank or payment provider
Processing times may vary depending on your financial institution

LUMAA will not be held liable once the refund has been successfully initiated.

Contact

For all return and refund enquiries:

Email: support@lumaa.co.za

Please include your order number and a brief description of your enquiry for faster assistance.

Our Standard

LUMAA exists to help South Africans smile with greater confidence through premium, honest teeth whitening.

Every return is handled with care, transparency, and respect for your experience.