COMPLIMENTARY SAUDI DELIVERY
🇸🇦SAR·
LUMÉRA
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Ministry of Commerce Compliant

Returns, Exchanges & Refund Policy

Pursuant to the Saudi eCommerce Law and Consumer Protection Directives

1. Consumer Rights & Statutory Scope

At LUMÉRA, your absolute satisfaction is our standard. In full compliance with the Saudi eCommerce Law issued by the Ministry of Commerce and Consumer Protection Directives, our clients are entitled to exchange or return eligible luxury products within seven (7) calendar days of receiving the parcel.

2. Return Conditions for Fragrances & Luxury Cosmetics

Due to the delicate nature of luxury perfumery, cosmetics, and skincare, and in accordance with Saudi public health standards, returns and exchanges are subject to the following criteria:

  • The product must be completely unused, pristine, and in its original luxury condition.
  • The outer cellophane seal, luxury presentation box, holographic barcodes, and factory security ribbons must remain fully intact and unopened.
  • The original electronic invoice or confirmed order number must accompany the return request.
Important Notice Under Article 13 of Saudi eCommerce Regulations: For health, hygiene, and consumer safety protection, perfumes, lipsticks, and skincare formulations cannot be returned once their protective hygiene seals or cellophane wraps have been unsealed.

3. Defective, Damaged or Incorrect Shipments

If an item arrives damaged during transit or possesses a verified manufacturing imperfection, LUMÉRA accepts 100% full accountability. Clients may select:

  • An immediate, complimentary expedited replacement dispatched at zero cost to the client.
  • A 100% complete refund including all shipping fees paid, refunded directly to the original payment card.

Please notify our concierge within 48 hours of delivery with photographic evidence via WhatsApp or email.

4. Refund Processing & Timelines (Moyasar)

All refunds are credited strictly to the original electronic payment method (Mada, Apple Pay, Visa, Mastercard) via our licensed payment processor Moyasar:

  • Inspection: Once received at our Jeddah fulfillment facility, returned items are inspected within 2–3 business days.
  • Credit Timeline: Refund transactions are processed immediately and reflect in the client's bank account within 5 to 14 business days, depending on the issuing Saudi bank.
  • Cash on Delivery (COD) Refunds: Transferred via direct Saudi bank wire (IBAN) to the customer's verified account.

5. Return Shipping Costs

  • Faulty / Defective Shipments: 100% covered by LUMÉRA.
  • Change of Mind (Intact & Sealed): A standard carrier return fee of 25 SAR will be deducted from the total refunded amount.

6. How to Initiate a Return

To initiate a return with our concierge:

  1. Contact concierge customer care via WhatsApp at +966 50 123 4567 or email concierge@lumera.sa.
  2. Provide your order reference (e.g. LUM-884219) and reason for return.
  3. Our team will issue an express prepaid courier pickup label to collect the parcel from your doorstep.
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