Refund policy

At Luminance Loft, we are committed to delivering authentic, high-quality skincare and fragrance products. Due to the health and hygiene nature of our products, returns and exchanges are subject to the conditions below.

Return Timeframes

Return or exchange requests must be made within:

  • Dar es Salaam: 48 hours of delivery
  • Other Regions: 72 hours of confirmed delivery

Requests made outside these timelines may not be accepted.


When Returns or Exchanges Are Accepted

We accept returns or exchanges only if:

  • You received the wrong item.
  • The item arrived damaged (under our arranged shipping).
  • The product has a verified manufacturing defect.
  • The product was expired or compromised upon delivery.

We do not accept returns for change-of-mind reasons.

 

Condition Requirements

To qualify for a return or exchange, the item must:

  • Be unopened and unused.
  • Have all original seals, packaging, labels, and protective wrapping intact.
  • Be accompanied by proof of purchase.

 

Non-Returnable Items

For hygiene and safety reasons, the following cannot be returned:

  • Opened or used skincare or fragrance products.
  • Products with broken seals or missing packaging.
  • Clearance or final sale items.
  • Gift cards and vouchers.

 

Shipping Responsibility

If delivery was arranged through a courier selected by Luminance Loft, we accept responsibility for damage occurring during transit.

If you choose or arrange your own courier, risk transfers to you once the order is handed over. In such cases, Luminance Loft is not liable for courier-related damage, loss, or delay.

 

How to Request a Return

Email us at support@luminanceloft.com with:

  • Your order number
  • Reason for return
  • Clear photos (where applicable)

If approved, we will provide return instructions.

Customers are responsible for return shipping unless the issue resulted from our error.

 

Refunds & Exchanges

  • Exchanges are subject to stock availability.
  • Refunds are issued to the original payment method.
  • Shipping fees are non-refundable unless the return is due to our error.
  • If a discount was applied, refunds reflect the amount actually paid.

Store credit may be offered where appropriate.