Refund policy

At Luma Active we want you to love what you wear. If something isn't right, we're here to help.

Return window

You have 30 days from the date of delivery to request a return. To be eligible, items must be unworn, unwashed, free of odours and marks, with original tags attached and in their original packaging.

Items we cannot accept

For hygiene reasons we cannot accept returns on sports bras, socks or other intimate items once the sealed packaging has been opened, unless the item arrived faulty. We also cannot accept gift cards or items marked as final sale.

How to start a return

Email leignadierc@gmail.com with your order number and the reason for the return. We reply within 2 business days with return instructions and the correct return address. Please do not send items back before requesting a return, as unannounced parcels cannot be processed.

Return shipping costs

Customers cover return shipping unless the item arrived damaged, faulty or incorrect, in which case we cover it. We recommend using a tracked service, as we cannot be held responsible for returns lost in transit.

Damaged, faulty or incorrect items

Please inspect your order as soon as it arrives. If anything is defective, damaged or not what you ordered, contact us within 7 days of delivery with photos of the issue and we will replace it or refund you in full at no cost to you.

Exchanges

The fastest way to change size or colour is to return the original item for a refund and place a new order for the one you want.

Refunds

Once your return arrives and has been inspected, we will email you with the outcome. Approved refunds are issued to your original payment method within 10 business days. Your bank or card issuer may need additional time to post the funds to your account. If more than 15 business days have passed since we approved your refund, please contact us.

Order cancellations

Orders can be cancelled free of charge within 12 hours of purchase, provided they have not yet been dispatched. Contact us as quickly as possible if you need to cancel and we will do our best to stop the order.