EXCHANGES AND RETURNS
The exchange and returns policy of our store is simple, aiming at your complete satisfaction during the negotiation stages. The exchange or return of the products can be carried out under the following conditions:
– Withdrawal of purchase;
– Defective products;
– Faulty products;
– Operational error / wrong product delivery.
Withdrawal of purchase:
According to the Consumer Defense Code, the customer may withdraw from the purchase within 7 days after the purchase. In this case, please contact us. Remembering that we do not exchange or receive back packagings with cracked wax, products used or damaged by the consumer
Defective Manufacturing Products:
If you notice a defect or defect in the product, as well as the absence of any accessory, immediately contact us.
If at the moment of delivery, carried out by the agents of the Post Office, you find that the packaging has been breached, refuse to receive the merchandise and inform us immediately. We do not accept any damage claims after 24h.
Operational Error / Wrong Product Delivery:
If, upon opening your package, you find that the product has been changed, please contact us within 24 hours, remembering that we will only accept the product back, intact without breaking the seal.
All products must be shipped to the packaging address;
All merchandise must be returned in its original packaging along with manuals and accessories. If this rule is not applied, the exchange or return will not be accepted;
There should be no indication of use in the products. If this fact is verified, the return will not be accepted and the product will return to the customer’s address within 30 business days;
The goods will undergo an analysis to verify the complaint within 3 business days after the return of the same. If the complaint is confirmed, the total term for replacement of the products is up to 30 days, according to the Consumer Defense Code;
The freight rate of products sent to the address of the packaging will be on behalf of the customer, and the store may reimburse them in situations of operational error or defective items.
Forms of Refund:
Upon receipt of the returned product due to the above reasons in our Distribution Center, Lumma will have a deadline of up to 30 calendar days to resolve the occurrence communicated by the customer.
Remember that you must meet the return requirements described above.
In case of cancellation of the purchase and reversal of the amount paid, the term to resolve the occurrence will be 05 (five) business days counted from the receipt of the product.
In any of the requests, the customer may choose to be refunded with:
– Purchase value as a form of discount when buying another product.
– Reimbursement of the values in the form used for payment (Bank Deposit or card reversal). Remembering that the card can be reversed in up to 2 subsequent invoices according to the closing date.
Attention: In case the conditions established in the Exchange and Returns Policy are not respected, Lumma will not be responsible or liable for the exchange or return of the product, as well as for the cancellation of the purchase and reimbursement of the amounts, and the product is reshipped Without previous warning. Therefore, for your greater security and convenience, check the conditions correctly before making any exchange or return and in case of doubt contact us, by email email@example.com
To contact Lumma send an e-mail to firstname.lastname@example.org or contact (11) 2935-4370.