Return Policy

This page explains how to request a return, exchange, correction, or exercise a withdrawal right when it applies.

1. Before requesting a return

Check the product as soon as you receive the order.
Keep the product, any accessories, and its packaging in the best possible condition.
Contact Lumo before sending anything back so the team can confirm the next steps.

2. Withdrawal right

For online purchases, when no exception applies, a consumer customer may withdraw within 10 working days from receiving the goods. The request must be sent to Lumo before any return shipment so the procedure can be confirmed.

When an accepted withdrawal applies, the customer bears the return shipping costs, except in case of defect, non-conformity, preparation error, or another agreement confirmed by Lumo.

3. Personalized or made-to-order products

Except for apparent or hidden defects, damage on receipt, or non-conformity with the confirmed order, products made according to personalized characteristics, printed, or produced specifically according to your instructions are generally not eligible for convenience returns or withdrawal.

4. Damaged or non-conforming products

If a product arrives damaged, has a visible defect, does not match the confirmed order, or if the agreed delivery deadline was not respected, contact us as soon as possible and, where required by applicable regulations, within 10 working days after delivery.

5. Information to send

Your order number or the information needed to identify the order.
Your name, phone number, and the email address used for the order.
Clear photos of the product, packaging, and the issue noticed.
A short and precise description of the situation.

6. Request review

After receiving the information, Lumo reviews the request and may offer, depending on the case, a correction, replacement, exchange, credit note, or refund. The solution depends on the nature of the product, the issue observed, and the applicable conditions.

7. Return shipping conditions

Do not send an item back without prior confirmation from Lumo. If a physical return is required, we will provide the address, shipping method, and information to include in the parcel. The product should be returned clean, unused beyond reasonable inspection, and properly protected, unless the issue makes this impossible.

8. Refunds

When the request is accepted, any costs and the refund method are confirmed with you. Approved refunds are processed through an available method or another method agreed with the customer, within the applicable deadlines, including within 10 working days from the return of the goods when that deadline is provided by applicable regulations.

9. Incomplete delivery

If delivery cannot be completed because of incorrect information, no response, or refusal to receive the parcel for a reason not linked to a confirmed defect, a new delivery or handling fee may be requested before another shipment.

10. Contact

For any return or complaint request, contact us by email at help.lumo.tn[at]gmail.com or by phone at +216 53 177 511.

11. Updates

Last updated: May 29, 2026.