Refund policy

Faulty items: We offer a simple process for replacement or refund of faulty products.

Non-faulty items: Returns of non-faulty goods are considered at our discretion. Eligible items must remain unopened and in their original, undamaged condition. Customers wishing to request a return should contact us directly. A 20% administrative fee based on the product price will apply.

Customers are responsible for the cost of returning goods. We recommend taking appropriate precautions during transit, as LumaPack cannot be held liable for items lost or damaged in transit.

Custom-branded and printed packaging is non-returnable and non-refundable, except where faulty or not supplied in accordance with the agreed specification.

Claims must be submitted in writing within 3 days of delivery and include photographic evidence where applicable.

We reserve the right to inspect returned goods before approving any replacement or refund.