Refund policy

Refund & Return Policy

At Luma Kuna, we value the artistry and care that goes into each handcrafted piece. Our items are made with passion, in collaboration with skilled artisans, ensuring that every product is one-of-a-kind. We aim for your complete satisfaction but recognize that there may be rare instances where a return or refund is necessary.

Return & Refund Guidelines

1. Eligibility for Returns:

• You can request a return or refund if your item arrives damaged, faulty, or not as described.

• Due to the nature of handmade products, we cannot accept returns based on minor variations in color, texture, or size, as these are part of the product’s uniqueness.

• Returns for change of mind are not accepted.

2. Return Window:

• If your item is eligible for a return, please contact us at hello@lumakuna.com within 5 days of receiving the item to request a return. The product must be unused, in its original packaging, and in the same condition in which it was received.

3. Refund Process:

• Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

• If approved, refunds will be issued to your original payment method within 5-7  business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at hello@lumakuna.com.

• For damaged or defective products, Luma Kuna will cover return shipping costs. For all other returns, the customer is responsible for return shipping.

4. Custom & Personalized Products:

• Custom or personalized orders are final sale and non-refundable unless they are damaged or arrive faulty. We recommend double-checking all specifications before placing custom orders.

Exchange Policy:

• Exchanges are not offered, but we can provide a replacement for defective or damaged products if they are still available. Otherwise, a refund will be issued.

Additional Notes

• Non-Returnable Items: Sale or discounted items are not eligible for return or refund.

• Care Instructions: Handmade items require gentle care. Please refer to the provided care guidelines to maintain the quality of your purchase.