Refund policy

Return & Refund Policy

At LumaNest, we want you to shop with confidence. If something isn't right with your order, we're here to help. This policy explains how returns, exchanges and refunds are handled in accordance with the principles of the South African Consumer Protection Act (CPA), where applicable.

Returns

If you would like to return an item, please contact us at support@lumanest.co.za before sending anything back.

To help us process your request quickly, please include:

  • Your order number
  • Your full name
  • A description of the reason for the return
  • Photographs of the product where applicable

Please do not return any items without first contacting us, as we will provide the appropriate return instructions.

Damaged, Defective or Incorrect Items

Please inspect your order as soon as it arrives.

If your item is damaged, defective, or you have received the incorrect product, please notify us within 48 hours of delivery by emailing support@lumanest.co.za.

Please include:

  • Your order number
  • A description of the issue
  • Clear photographs of the product and its packaging

We'll assess the matter promptly and, where appropriate, arrange a replacement, repair or refund in accordance with the Consumer Protection Act.

Change of Mind Returns

If you've changed your mind about your purchase, please contact us as soon as possible.

LumaNest may accept change-of-mind returns for unused products that are returned in their original condition and original packaging, provided they remain suitable for resale.

Change-of-mind returns are assessed on a case-by-case basis and may be accepted provided the product is unused, in its original packaging, and remains suitable for resale, unless otherwise required by the South African Consumer Protection Act. Return shipping costs for change-of-mind returns are the responsibility of the customer.

Exchanges

If you would like to exchange an item for a different product, colour or variation, please contact us before returning the item.

Exchanges are subject to product availability and the returned item meeting the conditions outlined in this policy.

Where possible, we'll do our best to help you find a suitable replacement.

Items That Cannot Be Returned

For hygiene and safety reasons, we cannot accept returns of products that have been opened, used or damaged through misuse unless the item is defective.

We also cannot accept returns for:

  • Gift cards
  • Personalised or custom-made products
  • Items specifically marked as non-returnable

Refunds

Once your returned item has been received and inspected, we'll notify you of the outcome. Approved returns are typically assessed within 2–3 business days after we receive the returned item.

If your return is approved, your refund will be processed using your original payment method.

Please allow up to 10 business days for your payment provider or bank to process the refund.

Return Shipping

Where a return is approved because:

  • the product is defective,
  • the incorrect item was supplied, or
  • the error was caused by LumaNest,

we'll cover the reasonable return shipping costs.

For approved change-of-mind returns, the customer is responsible for the return shipping costs.

 

Lost or Delayed Deliveries

While we work hard to meet our estimated delivery times, occasional delays may occur due to courier operations, high order volumes, public holidays, or circumstances beyond our control.

If your order has not arrived within the estimated delivery timeframe, please contact us at support@lumanest.co.za and we'll investigate the shipment with our courier partner and keep you informed until the matter is resolved

Need Assistance?

If you have any questions about returns or refunds, we're here to help.

Email: support@lumanest.co.za

Business Hours: Monday – Friday | 09:00 – 17:00 (SAST)

We aim to respond to all enquiries within 1 business day.