Politique de remboursement

Return and Refund Policy

At SoftLumina, we want you to feel confident and cared for when shopping with us. If you are not fully satisfied with your order, please review the policy below before requesting a return.

Return Window

Returns may be requested within 14 days of delivery.

To be eligible for a return, the item must be unused, unworn, in its original condition, and returned with any original packaging when applicable.

Items that show signs of wear, damage, alteration, or use may not be accepted for return.

How to Request a Return

To request a return, please contact us at hello@softlumina.com with your order number and the reason for your request.

Please do not send any items back before contacting us. Returns sent without prior approval may not be accepted.

Return Shipping

Unless an item is incorrect, defective, or arrives damaged, return shipping costs are typically the responsibility of the customer.

Original shipping charges, if any, are non-refundable unless the return is due to an error on our part.

Damaged or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery at hello@softlumina.com.

Please include your order number and clear photos of the item and packaging so we can review the issue and assist you.

Refunds

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

If approved, the refund will be processed back to your original payment method. Please note that it may take additional time for your bank or payment provider to post the refund.

Exchanges

Exchanges may be offered when stock and product availability allow. If an exchange is not available, we may recommend a return request instead.

Non-Returnable Situations

Certain items may not be eligible for return, including items that have been worn, damaged after delivery, altered, or are no longer in resalable condition.

Gift cards, if offered, are not eligible for return or refund.

Order Changes and Cancellations

If you need to make a change after placing your order, please contact us as soon as possible at hello@softlumina.com.

Once an order has been processed or shipped, we may not be able to change or cancel it.