Order Cancellation

If you wish to cancel your order, please contact us within 12 hours of placing your order by email at support@lumagbr.de. After this period, cancellation is unfortunately no longer possible, as your order will already be in the shipping preparation process with our logistics partner.

Return Policy

We offer a 14-day return policy, which means you have 14 days after receiving your order to request a return.

Return Eligibility

To be eligible for a return, the item must be in the same condition that you received it—unworn or unused, with tags, and in its original packaging. You must also provide proof of purchase or your order confirmation. Return shipping costs are the responsibility of the customer.

To start a return, please contact us at support@lumagbr.de. Please note that returns sent without prior approval will not be accepted.

Alternatively, register your return at Refund Policy

If you have any questions regarding returns, you can contact us at support@lumagbr.de at any time.

Exceptions / Non-Returnable Items

Certain items cannot be returned, including:

• Perishable goods such as food, flowers, or plants
• Custom-made or personalized products
• Hygiene and personal care products such as cosmetics
• Hazardous materials, flammable liquids, or gases

If you have any questions about a specific product, please contact us in advance. Sale items and gift cards are also excluded from exchanges.

60-Day Money-Back Guarantee

In addition to your statutory right of withdrawal, we offer a voluntary 60-day satisfaction guarantee on every SHAPERS product. This gives you 60 days from the date of delivery to test the product and request a refund if you are not satisfied.

How to Claim the 60-Day Guarantee

• Contact us within 60 days of receiving your order by email at support@lumagbr.de, including your order number.
• Returns sent without prior approval will not be accepted.
• To qualify for a refund, the product must not have any damage caused by the customer. We require proof of purchase as well as a genuine photo or short video documenting the condition of the item.
• If you make a claim under the 60-day guarantee, the product must be returned to us unless our customer support agrees otherwise.

Return shipping costs under the 60-day guarantee are the responsibility of the customer. Once we have received and inspected the returned item, we will issue a full refund to your original payment method.

Refunds

Once we have received and inspected your return, we will notify you whether your refund has been approved or rejected.

If your return is approved, the refund will automatically be issued to your original payment method within 10 business days. Please note that your bank or credit card provider may require additional time to process the refund.

If you have not received your refund after 15 business days, please contact us at support@lumagbr.de.