Return and refund policy

Our Assurance to You At Mossphere™, your satisfaction is our primary goal. We strive to provide a transparent and efficient framework for managing returns, replacements, and refunds, ensuring you can shop with complete peace of mind.

1. Return Qualifications

You are entitled to submit a return request within 30 days of receiving your shipment. To qualify for a successful return, items must adhere to these criteria:

State: Items must be returned in their original, pristine, and unused condition.
Completeness: All original packaging and tags must remain attached and intact.
Proof of Acquisition: Please include your receipt or unique order identification number with the package.

2. Initiating a Return

To begin your return, please reach out to service@lumenwakes.com.

Once your request is validated, we will supply a prepaid return shipping label alongside comprehensive instructions on the return process.
Note: Packages dispatched without prior authorization will not be eligible for processing.

3. Product Discrepancies

We encourage you to examine your order upon arrival. Should your product be found incorrect, damaged, or defective, please notify us immediately so we can assess the situation and provide an appropriate resolution.

4. Non-Eligible Items

The following categories fall outside our return policy:

Customized or personalized merchandise.
Hygiene-related products, perishable goods, or hazardous materials (including flammable substances).
Gift cards and final-sale merchandise.
Original delivery charges.
If you are unsure if your item is eligible, please confirm with us prior to shipping.

5. Exchange Procedure

To facilitate a prompt replacement, we suggest the following method:

Initiate a return for the original item for a refund.
Place a separate order for your desired replacement item.

6. EU Statutory Cooling-Off Rights

For orders destined for the European Union, customers hold the legal right to cancel or return their purchase within 14 days without providing specific reasons. This right is supplemental to our 30-day policy, provided the products remain in their original, unused packaging with all tags intact.

7. Refund Processing

After our team receives and reviews your return, we will inform you regarding the status of your reimbursement.

Method: Approved funds are credited back to your original payment account.
Timeline: Please allocate up to 10 business days for our internal processing.
Banking Delays: Note that your financial institution may impose additional processing time before the funds appear in your account. If 15 business days have elapsed since approval without receipt, please contact service@lumenwakes.com.