Return & Refund Policy

Before you return anything

Returns and refunds are arranged with our customer care team, not through the website. Before sending anything back, contact us first with your order details so we can confirm the return and tell you where to send the item. Items sent back without contacting us first may not be accepted.

When you can return an item

• The item arrived damaged, defective or different from what you ordered
• The item is unused, in its original packaging, with all tags and accessories included, and you contact us promptly after receiving it

For hygiene reasons, used feeding, bathing and personal-care items (such as bibs that have been used, pacifiers, teats, teethers and grooming items) cannot be returned unless they arrived damaged or defective.

How refunds work

Once we receive and check the returned item, we will confirm your refund with you. Refunds are processed through the same payment method you used at checkout, so the timing depends on your bank or card provider. Where a refund is not possible, we will offer an exchange or store credit instead — we will always agree this with you first.

Delivery charges

Original delivery charges are not refunded unless the item you received was damaged, defective or not what you ordered. If we asked you to send an item back because of our mistake, we will also cover the reasonable cost of sending it back.

Damaged or wrong items

If your order arrives damaged or something is missing, contact us as soon as possible with photos of the item and the packaging. We will arrange a replacement or a refund for you.

Your consumer rights

Nothing in this policy limits your rights under applicable consumer law. If local consumer law gives you stronger rights than this policy, those rights apply.

Contact

To start a return or ask about a refund, email Contact@lumalivingguyana.shop or message us on WhatsApp during our customer-care hours: Monday to Saturday, 9am – 6pm.