Lumu Purchase Protection

Shop with confidence on Lumu! Our Purchase Protection program is designed to give you peace of mind with every order. We are committed to providing a secure and reliable shopping experience, and our policy ensures you're protected from the moment you place an order until it arrives safely at your door.

How We Protect You
Our Purchase Protection policy covers you in the following scenarios:

1. Item Not as Described: If the item you receive is significantly different from the description or photos on our website, you are eligible for a full refund. This includes receiving the wrong size, color, or a product with a different brand than what was ordered.

2. Damaged or Defective Item: Should your item arrive damaged or with a manufacturing defect, you can request a return for a complete refund or a replacement at no extra cost.
We ensure that our sellers pack products securely, but in the rare event of transit damage, we've got you covered.

3. Item Never Arrived: If your order does not arrive within the promised delivery time, you are entitled to a full refund. We work with trusted logistics partners, but if a shipment is lost in transit, we will make sure you get your money back.

 

How to File a Claim
Filing a claim is simple and hassle-free.
1.    Contact Us: The first step is to contact our customer support team as soon as you notice an issue. You can do this by emailing us at cs@thelumu.com or calling our helpline at +92 51 616 0370 or whatsapp +92 311 111 7773.

2.    Provide Details: Please provide your order number, a clear description of the problem, and any supporting evidence, such as photos of the damaged item or packaging.

3.    Resolution: Our team will review your claim and work with you to find a quick and fair resolution, which may include a refund, a replacement, or a return.

We believe that a great shopping experience is a safe one. Lumu Purchase Protection is our promise to you that we stand behind every purchase made on our marketplace.