Once your return arrives back with us, here’s what happens next. This page covers our refund process, timing, and what to do if something feels off.

For details on how to actually send a return, check our Return Policy first. Amounts here are in CAD ($).

The Refund Process

We inspect every returned item once it arrives, checking that it’s unworn and complete with original packaging and accessories. After that, you’ll get an email letting you know if your refund was approved or, less commonly, declined, along with why.

Approved refunds go back to your original payment method. We can’t send it anywhere else.

Timing

Refunds are typically processed within 10 business days of us receiving and inspecting your return. Your bank or payment provider may take a few extra days to actually show it in your account.

Refund Taking Longer Than Expected?

A few things worth checking first:

• Your bank statement or payment account directly
• With your payment provider about their processing times
• With your bank, since some take longer to post refunds than others

Still stuck after that? Email us at support@lumaframe.store and we’ll help track it down.

If a Delivery Is Refused

If you refuse a delivery for reasons unrelated to damage, our error, or a carrier mistake, we may deduct the original shipping cost and any return fees from your refund.

Damaged or Wrong Items

No shipping deductions apply if your refund is due to a damaged, defective, or incorrect item. We’ll also move quickly to process these once the item is back with us. See our Return Policy for how to report this kind of issue.

Sale Items

As covered in our Return Policy, sale and discounted items are final sale and not eligible for a refund unless they arrived damaged, defective, or wrong.

Partial Refunds

Sometimes only part of your refund is issued, usually when an item shows minor wear that affects resale value but doesn’t fully disqualify the return. We’ll explain the reasoning clearly in your refund confirmation email.

You’ll Get a Confirmation

Once processed, you’ll receive an email with the refund amount, the method it was sent to, and the date, so you have a clear record for your own tracking.

Questions About a Refund

Business Name: Luma Frame
Email: support@lumaframe.store
Phone: +1 403-587-4596
Business Address: 1906 Centre St NE, Calgary, AB T2E 2S8
Customer Support Hours: Monday to Friday, 9:00 AM to 4:00 PM
Time Zone: (GMT-07:00) Mountain Time
Live Chat: Available 24/7

We’re always reachable through our Contact Us page.