Refund policy
Returns & Refunds
Last updated: May 2, 2026
Returns Eligibility by Country
We currently ship to the United Kingdom, United States, Canada, and Australia. Return eligibility varies by destination country in line with each country's consumer protection framework.
United Kingdom — 14-Day Statutory Right of Cancellation
If you are a consumer in the United Kingdom, you have a statutory right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to cancel your order within fourteen (14) days from the day on which you, or a third party other than the carrier and indicated by you, obtain physical possession of the goods. You may cancel for any reason; no justification is required.
To exercise your right to cancel, please contact us at contact@chooseluma.com with your order number. We will provide you with the return shipping address upon receipt of your cancellation notice.
You must return the goods without undue delay and in any event no later than fourteen (14) days from the day on which you communicate your cancellation. The direct cost of returning the goods is borne by you. Returns must be sent with tracked delivery; without proof of return, refunds cannot be processed.
Refunds will be issued to the original payment method within fourteen (14) days of our receipt of the returned goods or evidence of return, whichever is earlier. We may withhold the refund until we have received the goods back or you have supplied evidence of return.
You are liable only for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.
United States, Canada and Australia — No General Returns
For orders shipped to addresses in the United States, Canada, or Australia, we do not offer general returns or refunds for change of mind, sizing preferences, or other non-defect reasons. All sales to these destinations are final once dispatched. By placing an order to one of these destinations, you acknowledge and agree to this policy.
This policy reflects the realities of cross-border return logistics and is disclosed to you prior to checkout.
Defective, Damaged, or Incorrect Items — All Countries
Regardless of destination country, if your order arrives defective, damaged in transit, or materially differs from what was ordered, we will refund or replace the affected item at no cost to you.
To submit a claim:
- Email contact@chooseluma.com within seven (7) days of delivery.
- Include your order number and clear photographs showing the defect, damage, or incorrect item.
- We will respond within two (2) business days with next steps.
This claim process applies to consumers in the United States, Canada, and Australia in respect of statutory consumer guarantees, including the Australian Consumer Law and the Magnuson–Moss Warranty Act, where applicable.
Return Address
Our returns are processed through a partner facility in China. The specific return address is provided directly to you by our customer service team after your return request has been approved. Please do not ship returns to any address other than the one supplied by us in writing — items returned to unauthorized addresses cannot be tracked or refunded.
Items Excluded From Returns
For health and hygiene reasons, the following items cannot be returned once unsealed: intimate apparel, swimwear without protective hygiene strip, and any product where the original tamper-evident seal has been broken.
How to Contact Us
For all return, refund, or warranty inquiries, please contact us at:
Email: contact@chooseluma.com
We respond to all inquiries within two (2) business days, Monday to Friday.