Shipping Guidelines at Lumenoasis

At Lumenoasis, we prioritize your complete satisfaction. We provide prompt and efficient shipping services to get your purchases in your hands as quickly as possible, even offering same-day dispatch. Please consider public holidays which might impact delivery times.

Processing and Shipping

We aim to process and ship all orders within 5 to 15 business days. We do not dispatch orders on weekends or public holidays. In periods of high demand, there may be slight delays in shipment. Should this affect your order, we will inform you via email.

Address Verification

Customers are responsible for providing accurate shipping information. As we endeavor to process and ship orders quickly, there may be a small window to correct any errors. If you notice a mistake in your shipping address, please notify us immediately.

Undeliverable Orders

Orders returned to us due to incorrect shipping information may incur a restocking fee, as determined by Lumenoasis.

Lost or Stolen Packages

Lumenoasis cannot be held responsible for packages that are lost or stolen after delivery. If your tracking information shows your order as delivered but you have not received it, we advise reporting the situation to your local authorities.

Returns

We welcome returns of unopened and unused items within 30 days of purchase.

Out of Stock Items

If an item is temporarily out of stock, LumenOasis will retain your order until all items are ready to dispatch.

Taxes

All applicable taxes are included in the product prices. Import duties specific to your country are not included and may be applied upon delivery.

Policy Acceptance

By placing an order through our site, you agree to comply with our Shipping Policy.

Contact Us

For any questions or concerns, please reach out to us at contact@lumenoasis.com. We're always here to help.

RETURN & REFUND POLICY

Last updated: January 15, 2026

1. OVERVIEW

At LumenOasis, we want you to be fully satisfied with your purchase. This Return & Refund Policy explains your rights and our procedures regarding returns, refunds and exchanges, in compliance with European Union consumer protection laws.

This policy applies to all purchases made on lumenoasis.com.

2. 30-DAY RETURN POLICY (OUR COMMERCIAL GUARANTEE)

In addition to your legal rights under EU law, LumenOasis offers a voluntary 30-day return policy.

You may request a return within 30 calendar days of receiving your order, provided the conditions outlined below are met.

This 30-day return policy is a commercial guarantee offered by LumenOasis and does not affect your statutory rights.

3. RIGHT OF WITHDRAWAL (EU LEGAL RIGHT – 14 DAYS)

If you are a consumer located in the European Union, you have the legal right to withdraw from your purchase within 14 calendar days, without providing any reason.

The withdrawal period expires 14 days after the day you receive your order (or the last item in the case of multiple items delivered separately).

4. HOW TO REQUEST A RETURN

To request a return, please contact us at:

Email: contact@lumenoasis.com

Please include:

• Your order number
• The item(s) you wish to return
• The reason for return (optional)

We will review your request and provide return instructions by email.

⚠️ Returns sent without prior authorization may not be accepted.

5. RETURN CONDITIONS

To be eligible for a return (within either the 14-day legal period or the 30-day commercial return period), items must:

• Be unused, unworn and in original condition
• Be returned in their original packaging
• Not show signs of damage, wear, misuse or alteration

We reserve the right to refuse returns that do not meet these conditions.

6. NON-RETURNABLE ITEMS

The following items are not eligible for return:

• Items clearly marked as final sale or non-returnable
• Gift cards
• Items damaged due to improper use
• Hygiene-sensitive products once opened, where applicable and permitted by law

7. RETURN SHIPPING

• Return shipping costs are the responsibility of the customer, unless the return is due to a defective or incorrect item.
• We strongly recommend using a tracked shipping service.
• LumenOasis is not responsible for lost or damaged return shipments.

📍 Return address
The return address will be provided by email once your return request is approved, depending on the product and logistics location.

8. REFUNDS

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.

If approved:

• Refunds will be issued to the original payment method
• Refunds are processed within 14 days after receipt of the returned item, in accordance with EU regulations

Original shipping fees are non-refundable, except where the return is due to a defective or incorrect item.

9. DAMAGED OR INCORRECT ITEMS

If you receive an item that is defective, damaged or incorrect, please contact us within 48 hours of delivery with:

• Your order number
• A description of the issue
• Clear photos or videos showing the problem

We will offer a replacement or a full refund at no additional cost where applicable.

10. EXCHANGES

We do not offer direct exchanges.
If you wish to replace an item, please return the original product and place a new order.

11. ORDER CANCELLATIONS

Orders may only be cancelled before shipment.
Once an order has been shipped, it must follow the return process described above.

12. CONTACT INFORMATION

For any questions regarding returns or refunds, please contact:

LumenOasis
Chaussée de Gramptinne 101
Faulx-Les-Tombes, 5340
Belgium
Phone: (+32) 0492 10 74 05
Email: contact@lumenoasis.com

Orders typically arrive within 5 to 15 days after receiving a shipping confirmation email. If your order has not arrived within 3 weeks, please contact us for assistance.

We swiftly process and pack your orders upon receipt. Need changes? Contact us immediately! Although we can't guarantee alterations post-purchase, we'll do our best. If changes aren't possible, you can return the order for a refund once received.

Our international shipping service caters to a specific set of countries. If your country is not visible during checkout, it implies that we do not offer shipping to that location yet.

To return a product, please contact our customer service team to initiate the return process.

We accept all major credit cards (Visa, MasterCard, American Express, and Discover), PayPal, and Apple Pay.

Absolutely. We use SSL encryption to ensure that your personal and payment information is kept secure.

If your payment is declined, please check to make sure your card details are entered correctly. If everything is correct, try using a different payment method or contact your bank for more information.