15-day return window
A return request for an eligible item must be recorded within 15 days after confirmed delivery. A request submitted after the window may be declined unless applicable law requires otherwise.
Eligible condition
Returned bedding must be unused, unwashed, unaltered, free from hair, odors, stains and damage, and placed in its original packaging with included components. Opening a shipping carton only to inspect an item does not by itself make the item ineligible.
Items that are not returnable
- Items marked final sale or non-returnable before purchase
- Items that have been used, washed, damaged, stained or altered after delivery
- Items missing components, packaging or identifying labels
- Digital or stored-value products where redemption has begun
- Items returned without prior instructions
Starting a return
Use our Contact form and provide the order number, product, quantity and reason for the request. Do not ship an item until return instructions and the destination have been supplied.
Return authorization
A form submission records a request but does not automatically authorize a return. We may ask for photographs or additional order information to confirm eligibility and choose the correct return destination.
Return shipping
Unless the item was delivered damaged, incorrect or otherwise required by law to be returned at our cost, the customer is responsible for return transportation. Lumenoras does not promise an automatic prepaid label.
Packing a return
Pack the item securely to prevent moisture, contamination or transit damage. Use a tracked service and retain the receipt. We are not responsible for a return that is sent to an unauthorized address or cannot be identified.
Inspection
Returned items are inspected after receipt. If the condition differs from the return request or does not meet this policy, the refund may be reduced or refused where permitted by law.
Refund method
Approved refunds are issued to the original payment method used through PayPal. We do not redirect a refund to a different account, card or person.
Refund timing
We initiate an approved refund after inspection. PayPal, card networks and banks control how long the credit takes to appear. Processing time shown by a payment provider is separate from our inspection time.
Exchanges
Direct exchanges are not currently guaranteed. When an exchange cannot be arranged, return the eligible item under this policy and place a separate order for the preferred size or color.
Damaged or incorrect items
Record the issue promptly and before using or washing the item. Include photographs of the product, packaging and shipping label where relevant. We may offer replacement, refund or another remedy after review.
Order cancellations
A cancellation request is not guaranteed after payment confirmation. If fulfillment cannot be stopped, wait for delivery and request an eligible return.
Abuse and legal rights
We may refuse returns involving fraud, repeated policy abuse or items not purchased from Lumenoras. Nothing in this policy limits rights that cannot be excluded under applicable consumer law.