LumaNest mainly offers exchange support for damaged, defective or incorrect items.
Clear support when something is not right
RETURNS & EXCHANGE
We carefully inspect every order before dispatch. If something still arrives damaged, defective, incorrect or non-functional, our team is here to guide you.
Exchange requests reviewed by our support team
Before your order leaves us
EVERY ITEM IS HAND CHECKED
Each product is checked by hand before dispatch and packed with care. This helps us reduce avoidable issues and makes sure your order leaves us in the condition we expect you to receive it.
The policy at a glance
SIMPLE, FAIR, CLEAR
Contact us within 24–48 hours of receiving your order.
The product, packaging and all accessories must be retained for review.
Exchange eligibility
WHEN WE CAN HELP
Exchange support is available where the issue was present when the order was received.
Contact support ↗The product arrived visibly damaged or broken.
The item has a functional defect when received.
The product delivered does not match your order.
The product does not operate correctly upon first use.
Time matters
REPORT THE ISSUE QUICKLY
24–48
Hours after delivery
Please contact us within 24–48 hours of receiving your order. For fragile Atelier pieces, we recommend reporting visible damage within 24 hours.
What to send us
THE DETAILS WE NEED
Include the order number so we can locate the correct order immediately.
Show the issue clearly from more than one angle where possible.
Include clear images of the box and internal packaging.
Share one if available, especially for fragile or high-value pieces.
Product condition
KEEP IT COMPLETE
The product must not show signs of use.
The item must be returned in the packaging it arrived in.
All accessories, cables, manuals and box contents must be included.
Damage after delivery
WHAT IS NOT COVERED
We cannot offer an exchange where damage happened after delivery due to misuse, water exposure, rough handling, incorrect charging or physical breakage.
For fragile, high-value pieces
ATELIER NEEDS EXTRA CARE
LumaNest Atelier pieces are more delicate, sculptural and expensive to replace. We inspect and pack them carefully, but we strongly recommend recording the unboxing and keeping every layer of packaging until you have fully inspected the piece.
Check the piece and packaging as soon as it is received.
For fragile Atelier items, an unboxing video is strongly recommended.
Keep protective inserts, wrapping and the outer box until you are fully satisfied.
Contact us within 24 hours for any visible issue or transit damage.
Refund guidance
EXCHANGE COMES FIRST
LumaNest mainly offers exchange support for damaged, defective or incorrect items. Refunds may only be considered in special cases where an exchange is not possible.
Discuss your case ↗How the process works
FROM REPORT TO RESOLUTION
Reach out within the eligible time window through the contact page.
Send your order number, photos and supporting proof.
Our team reviews the issue and confirms the appropriate next step.
Once approved, we guide you through the exchange process.
Quick answers
BEFORE YOU REQUEST AN EXCHANGE
Exchange issues should be reported within 24–48 hours of delivery. Requests submitted later may not be eligible, especially where the product has already been used.
An unboxing video is not always mandatory, but it is strongly recommended, especially for fragile Atelier pieces and visible transit damage.
The product must remain unused, complete and in its original packaging to qualify for exchange support.
LumaNest mainly offers exchange support. Refunds may only be considered in special cases where an exchange is not possible.