Refund policy

Refund/ Return Policy — Casa Lumra

We want you to love your Casa Lumra purchase. If something isn't right, we're here to make it easy.

1. Return Window

You have 30 days from the date you receive your item to request a return. Requests made after 30 days will not be accepted.

2. Return Eligibility

To qualify for a return, your item must:

  • Be in its original, unused, and uninstalled condition
  • Include all original packaging, accessories, and documentation
  • Be accompanied by your receipt or proof of purchase

Items that do not meet these conditions will not be eligible for a return. Not sure if your item qualifies? Email us at hello@casalumra.com before starting a return.

3. Non-Returnable Items

We are unable to accept returns on:

  • Sale or discounted items (unless the item arrived defective, damaged, or different from what was ordered)
  • Gift cards
  • Custom or special-order products (unless the item arrived defective, damaged, or different from what was ordered)
  • Items that have been installed, altered, or damaged after delivery

4. Damaged or Incorrect Items

Please inspect your order as soon as it arrives. If your item arrives defective, damaged in transit, or incorrect, contact us immediately at hello@casalumra.com with:

  • Your order number
  • A description of the issue
  • Photos of the item

We will resolve the issue at no cost to you. This applies regardless of whether the item was purchased at full price or on sale, and is not subject to the 30-day return window.

5. How to Start a Return

Please do not send items back without contacting us first — unrequested returns will not be accepted.

  1. Email hello@casalumra.com with your order number and reason for return
  2. We'll respond within 1–2 business days
  3. If approved, we'll send you a prepaid return shipping label
  4. Ship your item to:

    Casa Lumra, 133 Richmond St W, Ste 207-114, Toronto, ON M5H 2L3, Canada

6. Exchanges

We don't process direct exchanges. The quickest way to get the right item is to return your current order and place a new one once your return is approved.

7. Refunds

Once we receive and inspect your return, we'll notify you of the outcome within 2 business days. If approved, your refund will be processed within 10 business days. Please allow additional time for your bank or card provider to post the credit — this varies by institution and is outside our control.

If more than 15 business days have passed since your return was approved and you haven't received your refund, contact us at hello@casalumra.com.

8. Questions?

We're always happy to help. Reach us at hello@casalumra.com