Refund policy

Return & Refund Policy

Last Updated: August 20, 2026

At Lumera Nour, we carefully handcraft and package our soaps to ensure they reach you in the best possible condition. Because our products are handmade and personal-care items, we have specific rules regarding returns, exchanges, and refunds.

1. Returns

For hygiene and safety reasons, opened, used, or partially used soaps cannot be returned or exchanged.

We may accept returns for eligible products that are:

  • Unused

  • Unopened

  • In their original packaging

  • Not damaged due to customer handling

Return requests must be submitted within [7 days] of receiving your order.

2. Damaged or Incorrect Orders

If your order arrives damaged, defective, or contains the wrong product, please contact us as soon as possible.

Please send:

  • Your order number

  • A description of the issue

  • Clear photographs of the product and packaging

  • Any other information we may reasonably require

If the issue is verified, we may offer a replacement, exchange, store credit, or refund, depending on the circumstances.

3. Customized Products

Because customized products are made specifically according to the customer's requested specifications, customized or personalized orders generally cannot be returned or refunded due to a change of mind or incorrect customer-provided information.

If we make an error in creating your customized product, please contact us so we can review the issue and determine an appropriate solution.

4. Change of Mind

We do not generally accept returns or refunds simply because you have changed your mind after placing or receiving an order, particularly once a handmade or customized product has entered production.

If you need to cancel an order, contact us as soon as possible. We will try to accommodate cancellation requests before the order is processed or dispatched.

5. Refunds

Once an approved return or refund request has been reviewed, we will notify you of the decision.

If a refund is approved, the refund will be processed using the applicable original payment method where possible.

Depending on your payment provider, bank, or financial institution, the refund may take additional time to appear in your account.

6. Shipping Costs

Original shipping charges are generally non-refundable, unless the return is due to an error on our part or another circumstance for which Lumera Nour accepts responsibility.

If a return is approved for reasons other than an error on our part, the customer may be responsible for return shipping costs.

7. Missing or Lost Packages

Once an order has been handed over to the shipping carrier, delivery is subject to the carrier's handling and delivery procedures.

If your package appears to be delayed, missing, or incorrectly marked as delivered, please contact us so we can assist you in contacting the relevant delivery provider.

8. How to Request a Return or Refund

To request a return, exchange, replacement, or refund, contact us at:

Email: [your email address]
Phone/WhatsApp: [your phone number]

Please include your order number and details of the issue.

Do not send products back without receiving return instructions from us first.

9. Policy Changes

Lumera Nour reserves the right to update this Return & Refund Policy when necessary. The latest version will always be published on this page.