Refund policy

Effective date: 18/07/2026

This policy explains how returns and refunds work for orders placed on www.lumatra.pl. It is written for customers and supplements, in plain language, the fuller legal terms in §6 and §7 of our Terms of Service. Where the two differ, the Terms of Service prevail.

1. Your 14-Day Right to Cancel

If you are a consumer ordering from the EU, you can cancel your order within 14 calendar days of receiving it, for any reason, without having to justify yourself. Just email us at akshaayy.anand@gmail.com with your order number and a short note that you'd like to cancel/return it. You don't need to use a specific form, though a model withdrawal form is available in our Terms of Service if you'd prefer to use one.

2. Items That Can't Be Returned

For hygiene reasons, items intended for direct contact with the skin or face (for example, applicator heads or mask padding) cannot be returned once their protective seal has been broken after delivery. This does not affect your rights under section 5 below if the item is faulty.

3. How to Start a Return

• Email lumatra.pl@gmail.com within 14 days of receiving your order, with your order number and the item(s) you're returning.

• We'll confirm receipt of your request and the next steps within 1-2 business days.

• Please send the item back within 14 days of telling us you want to cancel. We recommend using a tracked shipping method.

4. Refunds

Once your cancellation is confirmed (and, where applicable, once we've received the item back or proof that you've sent it), we refund the price you paid, including standard delivery cost, within 14 days, to the original payment method. If you chose a faster or more expensive delivery option, we only refund the cost of our standard delivery option. Unless we've agreed otherwise, or the item was faulty or wrong, you're responsible for the cost of returning it to us.

5. Faulty, Damaged, or Incorrect Items

If an item arrives faulty, damaged, or different from what you ordered, this is separate from the 14-day cancellation right above — you're covered by the statutory 2-year legal guarantee of conformity. Contact us as soon as you notice the problem at lumatra.pl@gmail.com with your order number and photos of the issue where possible. Depending on the situation, we will offer a repair, replacement, price reduction, or full refund, at no cost to you, in line with the process set out in §7 of our Terms of Service.