Ordered gloss when you wanted matte? While the box is still open on the bench in Hyderabad, stopping it is free and takes one email. This page sets out the window, the refund route, and the moment it becomes a return instead.
In one paragraph
- Free before dispatch, inside our 1 business day packing window.
- No fees — we charge no cancellation fee, no processing fee, no restocking fee.
- Refunded in 5 to 7 business days to the original UPI account, per Reserve Bank of India guidance.
- Email only, so there is a record on both sides.
The window
Orders are picked and packed within 1 business day of confirmation. Until the carton is handed to Delhivery / XpressBees and a tracking number exists, you can stop it. After that it has left Hyderabad and the Refund & Returns Policy takes over.
How
Email support@lumaraatelier.shop, subject line Order Cancellation plus the order number, from the address you checked out with. We answer inside a working day during Monday – Saturday, 9:00 AM – 9:00 PM IST. Sunday, 9:00 AM – 3:00 PM IST.
Not by phone, WhatsApp or social media — we cannot verify who is asking there.
Dropping part of an order
Keep the varnish, drop the pan set: tell us which lines to remove and we repack. Where a flat ₹49 applied it is refunded proportionally, and if removing an item takes the rest below ₹999 we absorb the shipping rather than re-billing you.
Changing instead
Wrong address, or you want the 16oz instead of the 8oz? Write in inside the same 1 business day window with subject Order Modification. Address changes depend on PIN-code serviceability; price differences are confirmed by email before we act.
Where the money goes
- UPI: back to the account you paid from, normally inside 5 to 7 business days.
- Cash on Delivery: nothing was charged, so nothing is refunded.
- Delivery fee: a flat ₹49 comes back with the order.
When we cancel
Short stock, a display price error, unverifiable payment, a PIN code outside the courier network, or an address outside India — we ship within India only. You get an email with the reason and a full refund inside 5 to 7 business days.
Already shipped
Refuse it at the door and the courier returns it for a refund, or accept it and open a return within 10 days with seals intact; approved refunds then take 6 business days.
Escalation
Not happy with the outcome? Write again marking it for the Grievance Officer. We acknowledge within 24 hours and resolve within 30 days, as required under the Consumer Protection (E-Commerce) Rules, 2020 and the Information Technology Act, 2000 (IT Act 2000). Indian law governs this policy; disputes go to the courts at Hyderabad, Telangana.
Contact
Lumara Atelier · 3-4-877, D/2, Barkatpura Rd, near petrol bunk, Ratna Nagar, Kachiguda, Hyderabad, Telangana 500027, India · Monday – Saturday, 9:00 AM – 9:00 PM IST. Sunday, 9:00 AM – 3:00 PM IST.