Refund policy

At LumaFloww, we want every order to feel simple, clear, and trustworthy. If something is not right with your order, we will do our best to make it right.

This policy explains when returns, exchanges, and refunds are accepted.

1. Return Window

You may request a return within 7 days of receiving your order.

To be eligible for a return, the item must be:

  • Unused
  • Uninstalled
  • In its original packaging
  • In the same condition you received it
  • Returned with all included parts, accessories, manuals, and packaging

For hygiene and safety reasons, used shower filters, opened cartridges, installed products, or products that have been in contact with water cannot be returned unless they are faulty, damaged, or incorrect.

2. Items That Cannot Be Returned

We cannot accept returns for:

  • Used or installed shower filters
  • Opened or used filter cartridges
  • Products damaged due to incorrect installation or misuse
  • Products returned without original packaging or missing parts
  • Clearance, final sale, or promotional items marked as non-returnable
  • Items returned after the return window has passed
  • Change-of-mind returns after the product has been opened, used, installed, or exposed to water

This is because LumaFloww products are used in the bathroom and come into contact with water, fittings, and personal hygiene environments.

3. Faulty, Damaged, or Incorrect Items

If your order arrives damaged, faulty, or incorrect, please contact us within 48 hours of delivery.

Please send:

  • Your order number
  • Clear photos or videos of the issue
  • A photo of the packaging
  • A short description of the problem

If the issue is confirmed, we may offer one of the following:

  • Replacement
  • Exchange
  • Store credit
  • Refund

If the mistake is from our side, such as a damaged, faulty, or incorrect item, LumaFloww will cover the return or replacement shipping cost.

4. Installation and Compatibility

LumaFloww shower filters are designed to fit most standard shower connections.

Before ordering, customers are encouraged to check the product fit guide or contact us through WhatsApp for support.

We are not responsible for returns or damage caused by:

  • Incorrect installation
  • Forcing the product onto an incompatible fitting
  • Using tools incorrectly
  • Damaging the thread or connector
  • Installing the product without following the instructions

If you are unsure whether LumaFloww will fit your shower, please send us a photo of your shower connection before ordering.

5. Change-of-Mind Returns

We accept change-of-mind returns only if the product is unused, unopened, uninstalled, and in its original packaging.

If approved, the customer is responsible for return shipping costs.

Original delivery fees, COD fees, and payment processing fees may not be refundable unless the return is due to a mistake from LumaFloww.

6. Cash on Delivery Orders

Cash on Delivery is available for selected UAE orders only.

For COD orders, customers must confirm their order before dispatch.

If a COD order is refused at delivery without a valid reason, LumaFloww may limit or refuse future COD orders from the same customer.

Repeated refused deliveries increase costs and delays for all customers, so we kindly ask customers to order only when they are ready to receive and pay for their package.

7. Saudi Arabia Orders

For Saudi Arabia orders, payment is accepted by card or supported installment/payment options where available.

Cash on Delivery is not available for Saudi Arabia orders at this stage.

Returns from Saudi Arabia must be approved by LumaFloww before being shipped back. Return shipping costs may apply unless the item is faulty, damaged, or incorrect.

8. Refund Processing

Once your returned item is received and inspected, we will notify you whether the refund has been approved.

If approved, refunds will be processed to the original payment method where possible.

Refund processing times may vary depending on your bank, card provider, or payment platform.

For Cash on Delivery orders, approved refunds may be issued by bank transfer, store credit, or another approved refund method.

9. Exchanges

We may offer an exchange if:

  • The item is unused and in original packaging
  • The item received was incorrect
  • The product arrived damaged or faulty
  • The exchange request is made within the approved return window

Exchanges are subject to stock availability.

10. Warranty Support

LumaFloww products may include limited support for manufacturing defects.

The warranty does not cover:

  • Normal wear and tear
  • Used filter cartridges
  • Incorrect installation
  • Damage caused by misuse
  • Damage caused by forcing, dropping, or modifying the product
  • Water pressure issues caused by building plumbing
  • Delays in replacing cartridges after the recommended replacement period

If you believe your product has a manufacturing issue, please contact us with your order number and photos or videos of the issue.

11. Filter Cartridge Usage

Filter cartridges are consumable items and should be replaced regularly according to the recommended replacement period.

Used cartridges cannot be returned or refunded unless they arrived damaged, defective, or incorrect.

The lifespan of each cartridge may vary depending on water quality, usage, and the number of people using the shower.

12. How to Request a Return

To request a return, please contact us at:

Email: support@shoplumafloww.com
WhatsApp: +971 XX XXX XXXX

Please include:

  • Your full name
  • Order number
  • Reason for return
  • Photos or videos if the item is damaged, faulty, or incorrect

Do not send any item back before your return request is approved.

Items returned without approval may not be accepted.

13. Return Shipping

If the return is due to a LumaFloww mistake, damaged item, faulty item, or incorrect item, we will cover the return or replacement shipping cost.

If the return is due to change of mind, wrong order selection, or customer preference, the customer may be responsible for return shipping costs.

14. Order Cancellations

Orders can be cancelled before they are dispatched.

Once an order has been dispatched, it cannot be cancelled and must follow the return process.

For COD orders, cancellation requests must be sent before dispatch confirmation.

15. Refused or Failed Deliveries

If an order cannot be delivered because of an incorrect address, unavailable customer, repeated failed delivery attempts, or refusal to accept the order, delivery and return fees may apply.

For future orders, LumaFloww may require prepaid payment from customers with repeated refused or failed deliveries.

16. Contact Us

For returns, refunds, exchanges, or product support, please contact:

LumaFloww Support
Email: info@lumafloww.com
Website: www.shoplumafloww.com

We aim to respond as quickly as possible during business hours.