سياسة الترجيع أو الاستبدال – Refunds & Exchange Policy

At EraLuma, customer satisfaction comes first. This policy allows for refunds or exchanges when the issue is caused by us, ensuring a fair and transparent experience.

1) Refund/Exchange Window

• Requests can be submitted within 30 days from the delivery date.

2) Eligible Cases for Refunds

• Wrong item delivered or item not as described.
• Item received damaged/defective due to manufacturing or packing error.
• Missing items due to our fulfillment error.

3) Eligible Cases for Exchanges

• Defective or damaged item upon delivery.
• Incorrect item shipped.
• Replacement item available in stock.

4) Non-Eligible Cases

• Damage caused by misuse or improper storage after delivery.
• Customized/personalized items (if applicable), unless defective or incorrect.

5) How to Request a Refund/Exchange

• Email Info@EraLuma.com with your order number and a description of the issue.
• Attach clear photos (and video if needed) to speed up verification.
• We’ll provide the next steps promptly.

6) Refund Processing Time

• After verification, refunds are initiated within a few business days.
• Bank/provider processing times may vary before funds appear.

7) Return Shipping Fees

• If the issue is on our side, we cover reasonable return/exchange shipping costs.
• Other cases (if any) may require the customer to cover shipping fees.