Last Updated: October 20, 2026
At LUMI KITTY, we want customers to shop with confidence.
Our Return & Refund Policy explains how we handle defective products, incorrect orders, exchanges, refunds, and statutory withdrawal requests.
1. Reporting Product Issues
If you receive a defective, damaged, or incorrect item, we encourage you to contact us within 48 hours of delivery.
Early reporting helps us investigate and resolve issues efficiently.
This 48-hour period is a customer service recommendation, not a restriction on your legal rights.
2. Defective or Incorrect Products
You may contact us if:
- Your product has a manufacturing defect.
- Your item arrives damaged.
- You receive a different product from the one ordered.
- The size or color does not match your confirmed order.
We will review the situation and provide the remedies required by applicable law.
3. Legal Right of Withdrawal — 7 Days
In accordance with Moroccan Law 31-08, customers making eligible distance purchases generally have 7 days from receiving their goods to exercise their right of withdrawal.
Where applicable, customers may withdraw without giving a reason.
This right is subject to the exceptions and conditions established by law.
The 48-hour product issue reporting period does not reduce or replace this legal right.
4. How to Request a Return
To request assistance or exercise an applicable withdrawal right:
- Contact us by email or WhatsApp.
- Provide your order number or order identification details.
- Explain whether you are reporting a product issue or exercising your right of withdrawal.
- For damaged or incorrect items, photographs may help us investigate the issue.
- Our team will explain the appropriate return procedure.
Email: garraguih@gmail.com
WhatsApp: +212 696 504 495
5. Exchanges
For defective, damaged, or incorrect products, an exchange or replacement may be offered when appropriate.
Any mandatory legal remedies remain available to the customer.
6. Refunds
Where a refund is required under applicable law, LUMI KITTY will process it within the legally prescribed timeframe.
For a valid statutory withdrawal under Moroccan distance-selling law, reimbursement is generally required within 15 days after the withdrawal is exercised.
The refund procedure will be communicated to the customer.
7. Return Shipping Costs
Return shipping costs depend on the reason for the return and applicable legal requirements.
For statutory withdrawal, the applicable legal rules governing return costs will apply.
For defective, damaged, or incorrect products, customers will not be charged costs that the law requires LUMI KITTY to bear.
Any applicable return costs will be explained before the return is arranged.
8. Product Condition
Customers should take reasonable care of products before returning them.
Products should be returned with their original accessories and packaging where reasonably possible.
These conditions do not override mandatory legal rights.
9. Exceptions
Certain products or transactions may be excluded from statutory withdrawal rights under applicable law.
Any exclusion will be applied only where legally permitted.
10. Contact Us
For returns, exchanges, refunds, or product-related questions:
LUMI KITTY
Website: https://lumi.ma
Email: garraguih@gmail.com
WhatsApp: +212 696 504 495
Location: Hay Nahda, Rabat, Morocco