Returns & Exchanges
You may return or exchange your Hotel Collection products – as long as they have not been used or removed from the original packaging – within 30 days of receiving your order.
All returns and exchanges may be subject to review. If your return is subject to review, you will receive an email from LuMae Retreats Concierge (support@lumaeretreats.com).
Exceptions
Diffuser machines, Hourglass Diffusers and fragrance oils may be returned within the 30 days even after use to ensure satisfaction. Customer is responsible for return shipping costs in the event of a refund request.
Shipping
Once you successfully submit a return, you will receive a shipping label. You must bring your return to any USPS location within 5 days of successfully submitting your return. Please make sure that the item you’re returning is repackaged with all cords, adaptors, bottles, accessories, and documentation that were included when you received it. When returning a diffuser machine or Hourglass Diffuser, please remove the fragrance oil from inside the diffuser before shipping it back, so as to not damage the internal mechanisms of the unit.
Returns, exchanges and store credits
The cost of the return label will be deducted from your final refund or store credit amount as we do not cover return shipping costs. There is no shipping costs for exchanges in person( no shipping requied). For exchanges online, you will need to pay the shipping costs of the new item. Once we receive your return or exchange item, it will be processed and a refund/store credit will be issued within 1-3 business days.
Exchanges
An item can be exchanged for any item available on our website. Once your return is received, it will be processed and your exchange will be sent out within 10-12 business days after your exchange has been received and processed.
Damaged Items
When your order arrives, please inspect the box for any damage that may have occurred during shipment. It is normal for the shipping carton to show some wear, however, if damage occurred to the item(s) in your shipment, please submit a request for a replacement order.
Wines
Due to local liquor laws, customers may not return or exchange any wine product once it has been shipped.
Point of Purchase
Only items that have been purchased directly from LuMae Retreats can be returned to LuMae Retreats. Hotel Collection products purchased through other retailers, affiliates, or distributors must be returned in accordance with their respective returns and refunds policy.
Disclaimers
Remember, it is your responsibility to pack the product safely when preparing your return.
Please keep in mind that if you have more than one order to return or exchange, you’ll need to input your order number into our Return Portal, and create a return/exchange for each order.
Do not include orders not processed through our Return Portal in your package as they will NOT be processed.
Please use the shipping label provided by our Return Portal for proper tracking to take place.
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