Refund policy

30-day returns on every order. If you change your mind, you can return most items within 30 days of delivery. If something arrives damaged, defective, or wrong, we will make it right at no cost to you.

Holiday returns: orders delivered between November 1 and December 31, 2026 can be returned until January 31, 2027.

Changed your mind? Returns within 30 days

Window: request a return within 30 days of delivery.
Condition: unused, unassembled (or taken apart again), with all parts and hardware, in the original packaging.
Return shipping: paid by the customer. If we send you a return label, its cost is deducted from your refund. For large furniture, we will tell you the exact return shipping cost before you send anything back, so you can decide.
No restocking fees.
Sometimes no return needed: for some lower-priced items, we may refund you without asking you to send the item back. We will let you know when we approve your request.
Where returns go: items we need back, usually larger pieces like furniture, are returned to LumoraHaus Returns, 3693 Lalla Ct, Wake Forest, NC 27587, USA. Please wait for our approval email before shipping.

Damaged, defective, or wrong items

Damaged on arrival: the item or its parts are broken, cracked, or unusable when delivered.
Defective: the item does not work as described, such as a lamp or fan that will not power on, or it has a manufacturing fault.
Wrong item: you received a different product, size, or color than you ordered.
Missing parts: hardware or components are missing from the box.

Report the problem within 30 days of delivery. We cover all costs: we will send a free replacement, send the missing parts, or give you a full refund. In most cases you will not need to send anything back. If we do need the item, we pay for return shipping.

Not eligible for return

Items that have been used, assembled and not taken apart, or damaged after delivery.
Items missing parts or original packaging, unless the problem was our fault.
Requests made after the 30-day window (or the holiday deadline above).
Orders sent to an incorrect address entered at checkout.

How to start a return or claim

Email support@LumoraHaus.store with your order number and the reason for the return.
For damaged, defective, or wrong items, include clear photos or a short video, plus a photo of the shipping label.
We reply within 24 to 48 hours on business days (Monday to Friday) with your approval and next steps. If the item needs to come back, ship it to LumoraHaus Returns, 3693 Lalla Ct, Wake Forest, NC 27587, USA, and include your order number in the box.

Please contact us before sending anything back. We cannot process returns sent without approval.

Refunds

Refunds go to your original payment method within 5 business days after we receive and check your return, or after we approve a refund that does not require a return. Your bank may take a few extra days to post it. Shipping on your original order was free, so nothing is deducted for it.

Exchanges

Want a different color, size, or product? Return the original item within 30 days and place a new order. If you received the wrong item, we will send the correct one at no cost.

Order cancellations

You can cancel an order within 24 hours of placing it, as long as it has not shipped. Email us with your order number. Once an order ships, you can still return it under the 30-day policy above.

Lost or late packages

Contact us if your order has not arrived within 15 business days of shipping, or if tracking has not updated for 7 days. We will investigate with the carrier and reship or refund if the package is confirmed lost. If tracking shows delivered but you cannot find the package, check with neighbors and your local carrier first, then contact us.