Refund policy

This policy applies to pre-orders on https://shop.lumera.co.th. Please read it with the Terms of service and the Shipping policy. Pre-orders you paid for before 29 October 2026 are governed by the version of this policy dated 19 October 2026.

Thai law still protects you even if something in this policy says otherwise, including the Consumer Protection Act B.E. 2522.

1.How you pay

A pre-order can be paid in one of two ways.

Pay in full is the default. You pay 100% of the goods at checkout by PromptPay through Beam. Shipping is not charged at checkout.

50% now and 50% on arrival is optional. It is available when the goods in your cart at pre-order price total ฿1,000 or more, shipping excluded. You pay 50% of the goods at checkout, and the other 50% plus shipping is due on your arrival invoice within 7 calendar days. You must tick an acknowledgement at checkout before this option is accepted.

A paid pre-order is a reservation. You cannot cancel, pause, or transfer it just because you changed your mind, whichever option you chose.

When the campaign succeeds, we confirm it and source or import the goods. After that, the amounts you have paid are not refunded except in the cases in sections 2, 3 and 6.

2.Campaign outcome and refunds

A campaign succeeds only when its closing process is complete and staff confirms that it will go ahead. Reaching the target does not by itself prove that a supplier accepted the order.

If the campaign closes without reaching its minimum target, we refund 100% of everything you have paid for that campaign.

If we cancel because we cannot source, import, or supply the goods, we refund 100% of everything you have paid for every unavailable reserved unit. If the sourcing failure affects the whole campaign, that is a 100% refund of every payment made for the campaign. A sourcing shortage affecting only part of a buyer's quantity is resolved per buyer: the amount paid for each unavailable unit is refunded in full, while the original quantity and payment record remain preserved.

If more than one item is in your cart, each campaign line is separate. A refund for one line does not cancel another line that can still be fulfilled.

3.Delayed import: the 180-day option

If more than 180 calendar days have passed after a campaign closes and we have not issued your arrival invoice, you may choose a full refund of all amounts you have paid for the affected line. This applies whichever payment option you chose. If you chose 50% now, the amount paid may be only the first 50%, because the arrival invoice has not been issued yet.

This delayed-import refund option does not apply yet if, before the 180-day point, we sent an email recording that the goods had been released and were with our exporter in Japan or were on the way to Thailand. In that case you may continue waiting without paying anything further. We will issue your arrival invoice when the goods reach our warehouse, or refund you if we cannot complete the import.

A factory delay by itself is not a refund reason while we are still fulfilling the campaign and the recorded exporter or shipment notice exception applies. The 180-day rule is measured from the campaign close date, in calendar days.

4.Arrival invoice, overdue status, and forfeiture

When the goods reach our warehouse in Thailand, every order receives an arrival invoice. It is the last step before the goods leave. On it you choose courier delivery or pickup, as set out in the Shipping policy. The invoice date and deadline are shown in Bangkok time (Asia/Bangkok, UTC+7).

For a pay-in-full order, the arrival invoice holds only the shipping fee for your parcel, or ฿0 for pickup. A pickup invoice of ฿0 needs no payment. If you paid in full and do not respond to the arrival invoice, we hold the goods and never forfeit them. We remind you by email on day 3 and day 7 after we send the arrival invoice, and then our staff follow up with you by phone. Staff can switch the order to pickup if you ask.

For a 50% order, the arrival invoice holds the other 50% of the goods, plus the shipping fee if you chose delivery. It is due within 7 calendar days of the invoice date and time. If it is not paid in time, the invoice becomes overdue. Overdue is a status, not a forfeiture: the payment link is no longer offered, but your 50% payment and the reserved stock remain held while staff reviews the order.

Only a manual decision by an authorised staff member or administrator can confirm forfeiture and any stock release. No scheduled job or passage of time confirms forfeiture automatically. A late payment is recorded and sent for staff resolution; it does not automatically revive an order or disappear.

If the 50% order's arrival invoice is still unpaid after the 7-day Bangkok window and staff confirm forfeiture, the 50% you paid is not refunded. The order is not owed for delivery unless staff expressly resolves it otherwise. Missing the arrival invoice deadline is not a refund case, and we will not charge the unpaid balance merely because the invoice became overdue.

5.Cases that are not refunds

We do not refund a payment merely because you changed your mind, want a different blind-box character, dislike a colour or finish that the listing fairly described, or missed a payment deadline on the arrival invoice. This applies to both payment options.

Missing pickup after you have paid is a delivery issue, not an automatic forfeiture. The Shipping policy explains staff-assisted collection and delivery resolutions.

If we charged an amount by mistake, we will correct that charge. Any eligible refund is handled under the manual process in section 7.

6.Goods, parcels, and other eligible refunds

If a parcel is confirmed lost, or the goods have a manufacturing defect beyond ordinary variation and we cannot replace them, we refund what you have paid for the affected order, as required by the Shipping policy. This includes the goods you paid for and any shipping fee you have paid.

If you receive a damaged, defective, short, inauthentic, or wrong item, email hello@lumera.co.th within 7 calendar days after receipt. Include your order reference, photographs of the goods and packaging, and a short description. If we accept the claim, we may repair, replace from remaining stock, or refund what you paid for the affected units. If our error requires a return, we cover the return shipping and tell you how to send it back.

There is no 14-day changed-your-mind return for a completed delivery. An unwanted character from a blind box, blind bag, or gachapon is not a defect. Ordinary variation described in the listing and damage caused by your use may not qualify.

7.How a refund is paid

Our staff arrange refunds by manual bank transfer to a Thai bank account. PromptPay payments cannot be reversed automatically.

When a refund is owed, we email instructions to provide:

• bank name;
• account name; and
• account number.

The account must be in the name of the person who placed the pre-order, unless we agree otherwise by email. Send only the details requested through the refund process.

After we receive valid and complete bank details, we process the manual transfer within 10 Thai banking business days. The period starts again after you correct missing, inconsistent, or invalid details. If you have not supplied valid details, the refund remains owed; it is not cancelled or lost.

Before marking the refund sent, staff records the amount, transfer reference or slip, and transfer timestamp. We transfer Thai Baht to one Thai bank account. We do not refund in cash or another currency. Your bank controls when the credit appears.

If you cannot find the refund instructions, email hello@lumera.co.th. If we tell you a transfer was sent and it has not appeared after 15 Thai banking business days, contact us again.

8.Contact

• Operator: LUMERA (THAILAND) CO., LTD
• Registered office: No. 15 Century The Movie Plaza, Room 611, 6th Floor, Phayathai Rd, Thanon Phayathai, Ratchathewi, Bangkok 10400, Thailand
• Tax ID: 0105568102529
• Phone: 065 169 3569
• Email: hello@lumera.co.th
• Customer service hours: Daily 10:00-21:00
• Reply time: Within 1 business day
• Pickup address: Lumera @ Centerpoint Siam Square, 2nd floor, above Molly Tea
• Pickup hours: Daily 10:00-21:00
• Website: https://shop.lumera.co.th