Refund policy

REFUND AND RETURN POLICY
Last updated: September 3, 2026

At Lumigard, customer satisfaction is our top priority. We stand behind the quality of our curated catalog. This Refund and Return Policy outlines the terms and guidelines for cancellations, returns, exchanges, and defective products for items purchased on our store.

Lumigard is operated by MaTe e-commerce (VOF), registered in The Netherlands.

1. RETURN WINDOW & ELIGIBILITY
We maintain a 30-day return policy, meaning you have 30 calendar days from the date you receive your package according to carrier tracking to request a return.

To qualify for a return and refund, all the following conditions must be met:

The item must be in its original, unused, unwashed, and unaltered condition.

The product must be returned complete with all original parts, manuals, accessories, and tags intact.

The product must be enclosed in its original manufacturer packaging.

You must present a valid order number or proof of purchase.

Items returned showing visible signs of wear, physical damage from customer handling, missing parts, or returned without prior authorization will not be eligible for a refund.

2. HOW TO INITIATE A RETURN
Contact Us: Send a return inquiry to our customer support team at mateecommercesupport@gmail.com within 30 days of receiving your item. Include your order confirmation number, the product you wish to return, and the specific reason.

Review & Authorization: Our support team will review your request within 1–2 business days. If eligible, we will issue a Return Merchandise Authorization (RMA) along with detailed return packaging instructions.

Dispatch Your Return: Securely repackage the item and mail it to our designated return facility:

You will recieve the adress via email.

Please note: Parcels dispatched back without prior written authorization will be refused and will not be processed for refund.

3. RETURN SHIPPING COSTS
Voluntary Returns / Change of Mind: Return shipping costs, tracking, and any associated customs fees are the sole financial responsibility of the customer. Return shipping costs are non-refundable. We strongly advise using a trackable shipping carrier with postal insurance, as we cannot issue refunds for returned parcels lost or damaged during transit.

Defective, Damaged, or Incorrect Items: If an item arrives damaged, defective, or incorrect due to our error, Lumigard will cover the costs of a replacement or provide a pre-paid return label.

4. DAMAGED, DEFECTIVE, OR INCORRECT DELIVERIES
Please inspect your order immediately upon delivery. If your order arrived broken, compromised, defective, or if you received the incorrect item:

Contact us within 48 hours of delivery at mateecommercesupport@gmail.com.

Provide clear photographic or video evidence showing the defective product, the product packaging, and the shipping label attached to the parcel.

Once verified, we will arrange a free replacement to be shipped immediately, or process a full refund to your original payment method.

5. NON-RETURNABLE & EXCLUDED ITEMS
Due to health, safety, and logistical constraints, the following categories cannot be returned or refunded:

Gift cards and downloadable digital goods.

Custom-made, modified, or personalized goods.

Intimate personal items or opened hygiene products.

Items purchased on final clearance or final sale promotions.

6. EXCHANGES
The fastest way to secure an alternative product or color variant is to initiate a standard return for the original item following the procedure above, and place an independent order for the preferred replacement item on our website.

7. EUROPEAN UNION 14-DAY STATUTORY COOLING-OFF PERIOD
Notwithstanding our 30-day general policy, if products are delivered to a consumer resident within the European Union, you maintain the statutory right to cancel or return your contract within 14 calendar days from physical receipt of the merchandise, without justification, under EU consumer regulations. All items must satisfy original condition, unused criteria, and complete packaging guidelines.

8. REFUND PROCESSING TIMEFRAME
Upon delivery of your return at our processing center, our staff will inspect the product within 3 to 5 business days. We will send you an email confirmation indicating whether the return was accepted or declined.

If approved, your refund will be processed immediately. A credit will automatically be applied to your original payment method (credit card, PayPal, or issuing financial institution) within 5 to 10 business days.

If you have not received your credit after 10 business days, verify with your financial provider, as processing intervals vary. If you still require support, reach out to us at support@lumigard.com.

9. CONTACT US
For return instructions, inquiries, or logistical assistance:

Brand Name: Lumigard

Company Entity: MaTe e-commerce (VOF)

Support Email: mateecommercesupport@gmail.com