Shop returns and refunds policy

Last updated: 19 October 2026

This policy applies to ordinary in-stock orders on https://shop.lumera.co.th. Please read it with the Shop terms of service and the Shop shipping policy.

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

1.Change-of-mind returns

You may return an item because you changed your mind only when it is completely unopened and sealed in its original packaging. The window is 7 days from delivery. We may refuse a change-of-mind return that arrives opened, used, or missing its packaging and accessories.

To start a change-of-mind return, email hello@lumera.co.th with your order reference and tell us which item you want to return. Staff will reply with instructions. Returns go to our office address in section 3.

What cannot be returned for a change of mind

  • Blind boxes, blind bags, and any random-assortment item cannot be returned for a change of mind, opened or not, because the contents are random.
  • Items that are opened, used, damaged after delivery, or missing their original packaging and accessories.

2.Faulty, damaged, short, or wrong items

If an item is faulty, damaged in transit, short, or the wrong item, email hello@lumera.co.th within 7 calendar days after receipt with:

  • your order reference;
  • photographs of the goods and the packaging; and
  • a short description of the problem.

Receiving an unwanted character from a blind box, blind bag, or gachapon is not damage or a defect, because the contents are random.

We will confirm the remedy by email. Depending on the case, we may replace the item, repair it, or refund it.

3.Return shipping

For a change-of-mind return, you pay the return shipping. We do not provide a prepaid label and we do not reimburse the cost of sending the item back.

If an item is faulty, damaged in transit, or the wrong item and we accept your claim under section 2, we pay the return shipping. Staff will tell you how to send it back, and we either arrange a courier collection or reimburse your trackable shipping cost against the receipt.

Send returns to:

LUMERA (THAILAND) CO., LTD No. 15 Century The Movie Plaza, Room 611, 6th Floor Phayathai Road, Thanon Phayathai, Ratchathewi Bangkok 10400, Thailand

Do not drop returns off at the Lumera store at Centerpoint Siam Square unless staff tell you to.

Return the item using a trackable method and keep the receipt. For a change-of-mind return, we are not responsible for a return parcel that is lost or damaged on its way back to us.

4.Refunds

Staff start every refund. An app or a payment provider never starts a refund on its own. How we refund depends on how you paid:

  • Card payments are refunded to the original card through Beam. Your card issuer controls when the credit appears on your statement.
  • PromptPay payments are refunded by manual bank transfers made by staff to one Thai bank account that you provide.

We process the refund within 10 Thai banking business days after we receive and inspect the returned item, and, for a PromptPay payment, after you give us valid and complete bank details. Thai bank holidays are excluded from that count. 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.

We refund in Thai Baht only. We do not refund in cash or in another currency.

Before marking a refund sent, staff record the amount, the refund or transfer reference, and the timestamp.

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. If a card refund has not appeared on your statement after 15 Thai banking business days, contact us.

5.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
  • Store address: Lumera @ Centerpoint Siam Square, 2nd floor, above Molly Tea
  • Store hours: Daily 10:00-21:00
  • Website: https://shop.lumera.co.th