Refund Policy

30-Day Return Policy

You may request a return within 30 days after your order is delivered.

To qualify for a standard return, the product must be:

• Unused and in the same condition in which it was received
• Unwashed, unstained, and free from odors, hair, and debris
• Undamaged and unaltered
• Returned with all components, accessories, manuals, and inserts
• Inside its original packaging whenever reasonably possible
• Accompanied by the order number or other proof of purchase

Products showing signs of exercise use, washing, staining, stretching, damage, missing parts, improper storage, or improper care may not qualify for a full refund.

How to Start a Return

To request a return, email support@lumahvn.com with the following information:

• Your full name
• Your order number
• The product or products you want to return
• The reason for the return
• Photos or videos when requested

If the return is approved, our customer care team will provide return instructions and the correct return address for that order.

After shipping the return, email us the tracking number so we can monitor the package and identify it when it reaches the approved return location.

Order Cancellations and Changes

Contact us as soon as possible if you need to cancel an order or change its shipping information.

If fulfillment has not started, we will make reasonable efforts to update or cancel the order. However, cancellation or modification cannot be guaranteed after an order has been submitted.

If the package has already entered fulfillment or has been shipped, the order normally cannot be canceled. You may need to receive the package and follow the standard return process.

An address change request is not confirmed until our customer care team confirms the change in writing.

Return Inspection and Refund Approval

After the returned package reaches the approved return location, the product will be inspected to determine whether it meets the conditions of this policy.

We will notify you by email whether the return has been approved, declined, or requires additional information.

If approved, the eligible refund will be submitted to the original payment method. We cannot normally issue a refund to a different card, bank account, or payment service.

Your bank, card issuer, or payment provider may require additional time to post the refund after it has been submitted by LumaHvn.

• Refunds are normally issued to the original payment method
• Original expedited shipping charges are normally non-refundable
• Gift cards and store credits are normally non-refundable
• Customer-paid return shipping charges are normally non-refundable
• Refunds are based on the amount actually paid after discounts

These conditions do not limit shipping refunds, statutory remedies, or other rights that must be provided under applicable law.

Damaged, Defective, Incorrect, or Incomplete Items

Please inspect your order shortly after delivery. If a product arrives damaged, defective, incomplete, or different from what you ordered, contact us within 5 days after delivery so that we can investigate promptly.

Please include:

• Your order number
• A description of the problem
• Clear photos or videos showing the issue
• A photo of the shipping label
• Photos of the outer and internal packaging when applicable
• A photo showing all items received when an item is missing

After reviewing the information, we may provide an appropriate remedy such as replacement parts, a replacement product, exchange, store credit, partial refund, or full refund.

The 5-day reporting request helps us investigate delivery-related problems. It does not remove any mandatory rights you may have for defective or non-conforming products.

Exchanges

To request an exchange, contact support@lumahvn.com. Exchange availability depends on product condition, inventory, location, and destination.

The fastest way to receive a different product, size, or color may be to return the original product and place a new order after the return has been approved.

Any price difference and applicable shipping charges may need to be paid before a replacement order is shipped.

We cannot reserve exchange inventory while a returned package is in transit.

Hygiene-Sensitive and Non-Returnable Items

For health, hygiene, and product safety reasons, certain products may not qualify for a change-of-mind return after they have been worn, used, washed, opened, or had a hygiene seal removed.

Non-returnable products may include:

• Worn or washed Pilates, yoga, grip, or exercise socks
• Products showing sweat, odors, stains, hair, or skin-contact residue
• Personal-care or hygiene-sensitive items that have been opened or used
• Gift cards and store credit
• Personalized or custom-made products
• Products clearly identified as final sale before purchase
• Free gifts unless included with the qualifying return

A product that is defective, damaged, incorrectly supplied, or protected by mandatory consumer law will be reviewed regardless of the category above.

Sale, Promotional, and Final Sale Items

Sale and promotional products may qualify for return when they meet this policy unless they were clearly identified as final sale before purchase.

Refunds for eligible promotional orders are based on the amount actually paid after discounts.

Discount codes, promotional values, free-shipping offers, and free gifts do not have a separate cash value.

Final sale restrictions do not exclude remedies required for defective, damaged, incorrectly supplied, or non-conforming products.

Bundles, Sets, and Free Gifts

Products purchased as a bundle or set should normally be returned with all included products, accessories, and packaging.

If we approve a partial return from a bundle, the refund may be recalculated using the regular or adjusted value of the products that you keep.

If a returned product causes the original order to no longer qualify for an order-level discount, bundle discount, free gift, or other promotion, the refund may be adjusted to reflect the remaining products and benefits.

A free gift should be returned with the qualifying purchase. If it is not returned, its disclosed or reasonable retail value may be deducted from the refund where permitted by law.

Return Shipping Costs

Customers are responsible for return shipping costs when a return is based on change of mind, color preference, size expectations, duplicate ordering, or another reason unrelated to a confirmed product or fulfillment problem.

If LumaHvn confirms that the product was damaged, defective, incomplete, or shipped incorrectly, we will provide the appropriate return or replacement instructions.

• We do not automatically provide prepaid labels for every return
• Customer-paid return shipping is normally non-refundable
• A trackable shipping service is strongly recommended
• Shipping insurance is recommended for higher-value returns

If you purchase your own return label, you are responsible for the return package until it reaches the approved return location. If LumaHvn provides a prepaid return label, responsibility will be determined according to the instructions and applicable law.

Incorrect Address or Customer Information

Please check the recipient name, street address, apartment or unit number, postal code, email address, and telephone number before submitting an order.

LumaHvn is not responsible for failed or delayed delivery caused by inaccurate or incomplete information supplied by the customer, except where applicable law provides otherwise.

If a replacement shipment or redelivery is possible, the customer may be responsible for address correction, return-to-sender, handling, and redelivery costs.

Refused, Unclaimed, or Returned Packages

If a package is refused, left unclaimed, or returned because the recipient was unavailable after delivery attempts, contact us before placing a replacement order.

Where permitted by applicable law, shipping-related costs actually incurred may be deducted from an eligible refund. These costs may include:

• Original non-refundable shipping charges
• Return-to-sender fees
• Carrier handling or address correction charges
• Redelivery costs
• Unpaid import, duty, customs, or brokerage charges

A refund cannot be completed until the returned package reaches the approved return location and is identified and inspected.

Delivered but Not Received

If tracking shows that your package was delivered but you cannot locate it, please:

1. Check around the delivery address and all safe locations
2. Ask household members, neighbors, reception, or building management
3. Confirm that the address on the order is correct
4. Contact the local delivery carrier for delivery details
5. Allow up to 24 hours in case the carrier recorded the scan early

If the package is still missing, email support@lumahvn.com with your order number and tracking information. We will help review the available delivery records and determine the next appropriate step.

A carrier investigation, identity confirmation, delivery statement, or other supporting information may be required before a replacement or refund decision can be made.

Late or Missing Refunds

After receiving a refund confirmation, allow your bank, card issuer, or payment provider sufficient time to complete the transaction.

If the refund does not appear:

1. Check the original payment account again
2. Contact your bank, card issuer, or payment provider
3. Confirm that its normal refund processing period has passed
4. Contact support@lumahvn.com if further assistance is needed

Currency conversion differences, foreign transaction fees, and bank charges are determined by the applicable financial provider and may not be controlled by LumaHvn.

European and Other Mandatory Consumer Rights

Nothing in this policy limits rights that cannot legally be waived, including rights relating to defective, unsafe, misdescribed, or non-conforming products.

Consumers in the European Economic Area, United Kingdom, or another jurisdiction with a statutory withdrawal right may have the right to cancel an eligible online purchase within the legally required period.

Where a 14-day statutory withdrawal right applies, the withdrawal period generally begins when the consumer, or a person designated by the consumer, receives the goods. For orders delivered separately, the period may begin when the final eligible product is received.

To exercise a statutory withdrawal right, send a clear statement to support@lumahvn.com before the applicable deadline. Include your name, order number, the products concerned, and a clear statement that you wish to withdraw from the purchase.

Where required by law, eligible payments and standard outbound delivery charges will be refunded. Additional costs for an upgraded or expedited delivery method may not be refundable.

Customers may be responsible for direct return shipping costs where permitted by law and disclosed before purchase. A deduction may be made for diminished value caused by handling beyond what is reasonably necessary to inspect the product.

Statutory exceptions may apply to customized products and sealed hygiene-sensitive goods after the seal has been removed.

Return Policy Abuse

LumaHvn may refuse or investigate returns showing evidence of intentional damage, product substitution, false delivery claims, altered documentation, excessive return activity, chargeback abuse, or other fraudulent conduct.

We may request additional information reasonably needed to verify an order, identity, delivery, or product condition.

This section does not affect mandatory consumer rights or prevent a customer from raising a legitimate payment dispute.

Related Policies

This Refund Policy should be read together with our Shipping Policy, Privacy Policy, and Terms of Service.

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