At Lumi, we strive to deliver beautiful, high-quality garments and a seamless shopping experience. We understand that sometimes things don't go exactly as planned, and we're here to help. This policy outlines the return and refund process for our South African customers.

• To estimate the total delivery time for your order, please allow two business days for your order to be processed in addition to your preferred shipping method. Orders received after 13:00 PM are shipped the following day. All orders received after 13:00 PM on Friday will be shipped the following Monday.
• We observe all national holidays.
• We don’t accept returns or exchanges on sale items.
• Please allow 6 weeks for pre-orders.

If you receive a product that is damaged or defective, we'll gladly accept your return for a full refund within 7 days of delivery. Please inspect your items thoroughly within 24 hours of receiving them. If you discover any issues, contact us immediately by emailing returns@mylumi.co.za with a clear description of the problem and pictures of the damaged item or incorrect measurements. We'll provide you with a pre-paid return shipping label for your convenience.

Please be aware that items customised in size or length are considered bespoke and cannot be returned or exchanged. We highly recommend double-checking your custom measurements before placing your order to ensure a perfect fit.

For returns due to reasons other than damage or defects, you'll be responsible for covering the return shipping costs and any applicable import duties or customs fees. If you are shipping an item over R1000, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

The Consumer Protection Act (CPA) of South Africa grants you a 14-day cooling-off period for online purchases. This means you have the right to return most items within 14 days of receiving them, even if they are not damaged or defective, for a full refund. However, you may be responsible for the return shipping costs in this case. Please note that this 14-day period may supersede our standard 7-day return policy.

1. Clearly mark the outside of your return package with "RETURN" in capital letters.
2. Include the original packing waybill from your order.
3. Write your order number clearly on the package.
4. Ensure your name is visible both inside and outside the box.
5. Send your return to: Lumi, Office 6, Carlswald Decor Centre Cnr Harry Galaun & Fifth St Carlswald, Midrand, Johannesburg, 1684.
6. Email your tracking number to returns@mylumi.co.za

• Delivery Time: 5-10 business days (depending on location).
• Processing Time: 3-5 business days upon receipt.
• Refund Time: 5-10 business days after approval (issued by your bank).

We understand that returns can be frustrating. We're constantly working to improve our return process and make it more affordable and efficient. In the future, we plan to establish warehouses in key regions to facilitate faster and easier returns for our international customers.

At Lumi, we're committed to your satisfaction. We appreciate your understanding and patience throughout the return process. If you have any questions or require assistance, please don't hesitate to contact us at returns@mylumi.co.za. We're always happy to help!