Paint and medium are consumables, so returns here work differently from a shop selling hardware. You have 10 days from delivery, an unopened seal is the line we work to, and anything that arrives leaking or separated is our problem regardless.

The window

Open a return within 10 days of the delivery date. Faulty-on-arrival items follow the 48-hour rule below instead.

What comes back

Bottles, jars and pan sets with the factory seal or shrink-wrap unbroken, in their original box, with the invoice. A seal we cannot verify is a bottle we cannot resell.

What does not

  • Any medium, paint or varnish that has been opened, decanted or partly used.
  • Custom-mixed or made-to-order colour.
  • Clearance stock and gift cards.

None of these exceptions apply when the fault was there on arrival.

Leaked, separated, wrong or missing

Record an unboxing video as you open the parcel and send that video within 48 hours of delivery if a cap has leaked, a medium has separated or gone lumpy, a pan set is cracked, we sent the wrong colour, or something is missing. That is all the evidence we need: free replacement or full refund, and no return postage from you.

Starting a return

Email support@lumaraatelier.shop with the order number and one line about the problem, from the address you ordered with. A person replies, usually inside a working day.

Who pays the postage

Our fault — leak, damage, wrong item, missing item — we cover it. Changed your mind on a sealed bottle — you arrange and pay the return, and we tell you where to send it first.

Getting your money back

Once the parcel is back and checked, approved refunds go through within 6 business days. UPI payments return to the same account; COD orders are refunded by bank transfer once you share the details.

Swaps

Wrong sheen, wrong size, wrong colour family? Say so in the same email and we exchange rather than refund, subject to stock, invoicing or refunding the difference.

Not dispatched yet

Then the Cancellation Policy applies instead: free, and the money is back with you in 5 to 7 business days.