Refund policy

Refund & Damaged Items Policy

LUMA — THE LABEL

Last updated: October 11, 2026

At LUMA — THE LABEL, every detail matters. We carefully prepare our products to ensure they arrive in beautiful condition. If something isn't right with your order, we're here to help.

1. Returns & Exchanges

Due to the nature of our products, we do not offer voluntary returns or exchanges for change of mind, personal preference, or incorrect colour selection.

However, if your item arrives damaged, defective, or incorrect, we will work with you to find an appropriate solution.

This policy does not limit any rights or remedies available under applicable consumer protection laws.

2. Damaged, Defective or Incorrect Items

If you receive a damaged, defective, or incorrect item, we ask that you contact us within 7 days of delivery so we can assist you promptly.

Please include:

  • Your order number

  • A brief description of the issue

  • Clear photographs showing the damage, defect, or incorrect item, where possible

We will review your request and provide instructions for the next steps.

The 7-day period is our preferred reporting window for prompt assistance. It does not limit your statutory rights concerning defective or non-conforming products.

3. Refunds & Replacements

Once your request has been reviewed, we will determine an appropriate resolution in accordance with applicable law.

Depending on the circumstances, this may include:

  • A replacement of the affected item

  • A refund to your original payment method

  • Another remedy required by applicable consumer protection laws

If a refund is approved, we will initiate it promptly. The time required for the funds to appear in your account may depend on your payment provider.

4. Return Shipping

Please contact us before sending any item back.

If a return is necessary because an item is damaged, defective, or incorrect, we will provide return instructions and arrange for reasonable return shipping costs where required by applicable law.

Please do not return an item without first contacting our customer support team.

5. Items Not Eligible for Voluntary Returns

We do not offer voluntary returns or exchanges for:

  • Change of mind or personal preference

  • Incorrect colour or style selection by the customer

  • Damage resulting from misuse, improper handling, or normal wear and tear

These exclusions do not affect your legal rights in the event of a defective or non-conforming product.

6. Your Consumer Rights

Our products are subject to applicable Canadian consumer protection laws, including Québec's legal warranties where applicable.

These laws may provide remedies when a product is defective, unsuitable for its intended purpose, or does not conform to its description.

Nothing in this policy excludes, restricts, or replaces any mandatory legal warranty or consumer remedy.

7. Contact Us

For assistance with a damaged, defective, or incorrect order, please contact us.

Email: lumathelabel@gmail.com

Website: https://lumathelabel.com/

We appreciate your trust in LUMA — THE LABEL and are committed to providing a thoughtful shopping experience.