Refund policy

Refund Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at hello@lumiereroots.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at hello@lumiereroots.com.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@lumiereroots.com.

We take great care in creating and packaging our products, and we hope you love them as much as we do. However, we understand that sometimes things don't go as planned. This Refund Policy outlines the conditions under which refunds may be issued and how we handle returns and concerns.

 

If there's an issue with your order, please reach out to us within 48 hours of receiving your delivery. We are happy to help, but due to the handcrafted nature of our items, we are only able to offer refunds or replacements under specific conditions.

 

Eligibility for Refunds

We currently do not accept refunds or returns for change-of-mind purchases.
However, a refund or replacement may be issued in the following cases:

  • You received the wrong product

  • Your product arrived damaged or defective

To process a refund request, you will need to:

  • Email us at hello@lumiereroots.com within 48 hours of delivery

  • Include your order number and a brief description of the issue

  • Provide clear photographs of the damaged or incorrect item(s)
     

Inspection & Approval Process

Once we receive your request, we’ll review the photos and details provided. If your request meets the conditions above, we will offer either:

  • A full refund to your original method of payment, or

  • A replacement item sent to you at no additional cost

Refunds, if approved, will be processed within 7–10 business days.

 

Important Notes

  • Refunds will not be issued for minor imperfections or natural variations in color, shape, or texture—these are part of the charm of handmade, natural products.

  • We cannot process refunds or replacements for items reported after 48 hours of delivery.

  • We do not accept returns of used items or items returned without prior communication and approval.
     

We’re a small business built on care, sustainability, and integrity. We deeply appreciate your understanding and support. If you have any concerns or questions, don’t hesitate to reach out—we’re here to make things right.