Return Policy

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Return & Refund Policy

At Lumi Luxury Hair, we take pride in providing high-quality luxury hair products. However, we understand that sometimes returns or exchanges may be necessary. Please read our return policy carefully to ensure a smooth process.

1. Eligibility for Returns

We accept returns under the following conditions:

  • Returns must be initiated within 7 days from the date of delivery.
  • The item must be unused, unaltered, and in its original condition, with all tags, packaging, and security seals intact.
  • Hair products must not be washed, brushed, cut, dyed, chemically processed, or have any odors (including perfume, smoke, or hair products).
  • Wigs, hair extensions, and other products listed within the website (lumiluxuryhair.com) must be in their original form as received.

Note: Any product that does not meet these conditions will not be accepted for return.

2. Non-Returnable Items

For hygiene and quality assurance reasons, the following items are non-returnable:

  • Wigs, hair extensions, and other hair products that have been worn, styled, or altered.
  • Custom-made or personalized orders, including custom-colored or customized lace wigs.
  • Items purchased as part of a clearance sale or marked as “Final Sale.”
  • Gift cards and promotional items.

3. Return Process

To initiate a return, please follow these steps:

  1. Email our support team at support@lumiluxuryhair.com with the following details:
    • Your full name and order number.
    • The reason for the return.
    • Clear photos showing the product in its original packaging.
  2. Our team will review your request and respond within 2 business days with further instructions.
  3. If your return is approved, you will receive a return authorization and the address to send the item.
  4. Pack the item securely and use a trackable shipping service. We are not responsible for lost or damaged returns.

4. Refund & Processing Time

Once we receive and inspect the returned item, we will notify you via email. If the return is approved, refunds will be processed as follows:

  • Refunds are issued within 5-7 business days to the original payment method.
  • Original shipping fees are non-refundable.
  • If the return is rejected (due to non-compliance with the policy), the item will be shipped back to you at your expense.

5. Exchanges

We accept exchanges for a different length, texture, or color under the following conditions:

  • Exchanges must be requested within 7 days of receiving the product.
  • The item must be in its original, unworn, and unaltered condition.
  • The customer is responsible for return shipping fees.
  • If the preferred item is out of stock, a store credit or refund will be offered.

6. Damaged or Defective Items

We take quality control seriously, but in the rare case that you receive a defective or incorrect item, please follow these steps:

  1. Contact us within 48 hours of delivery at support@lumiluxuryhair.com.
  2. Provide your order number, a description of the issue, and clear photos of the product.
  3. Our team will assess the issue and arrange a replacement or refund.

Note: Claims made after 48 hours of receiving the product may not be accepted.

7. Order Cancellations

We allow order cancellations under the following conditions:

  • Orders can be canceled within 24 hours of purchase for a full refund.
  • After 24 hours, cancellations may not be accepted as processing begins immediately.

8. Shipping Costs for Returns

The customer is responsible for return shipping fees unless the return is due to an error on our part (e.g., incorrect or defective item sent). We recommend using a trackable shipping service as we are not responsible for lost packages.

9. Contact Us

If you have any questions about our return policy, please contact us at:

  • Email: support@lumiluxuryhair.com
  • Phone: +256-740-578-352

Thank you for choosing Lumi Luxury Hair. We appreciate your trust and look forward to serving you!