Refund policy

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