At Lumelo, customer satisfaction is at the heart of everything we do. We understand that sometimes a product may not meet your expectations, and we want to make the return and refund process as smooth and transparent as possible. This policy explains when and how you can return items, request a refund, and what conditions apply.
1. Eligibility for Returns
To be eligible for a return, the following conditions must be met:
- Items must be returned within 30 days of delivery.
- Products must be in their original condition, unused, and with all original packaging, labels, and accessories included.
- Proof of purchase (such as an order confirmation email or invoice) must be provided.
Certain items may not be eligible for return due to hygiene or safety reasons. These include, but are not limited to:
- Personal care products.
- Undergarments and intimate wear.
- Perishable goods (such as food or supplements).
- Customized or personalized items.
2. Return Process
- Request a Return: Contact us at [email protected] with your order number, product details, and reason for return.
- Approval: Our customer support team will review your request and provide you with return instructions.
- Shipping the Item Back: Customers are responsible for the return shipping cost unless the return is due to a defect, wrong item received, or another error on our part.
- Inspection: Once the returned product is received, we will inspect it to ensure it meets our return criteria.
3. Refunds
- If your return is approved, a refund will be processed to your original payment method within 7–10 business days.
- Depending on your bank or card provider, it may take additional time for the refund to appear in your account.
- Refunds are issued for the product price only. Shipping fees are non-refundable unless the return is due to a mistake on our part.
4. Exchanges
If you prefer to exchange your item for a different size, color, or model, please specify your request when contacting our returns team. Exchanges are subject to product availability. If the requested item is unavailable, we will issue a refund instead.
5. Damaged or Defective Items
If you receive an item that is damaged, defective, or not as described:
- Report the issue within 48 hours of receiving the order.
- Provide photos or videos showing the damage or defect.
- Lumelo will arrange a replacement at no additional cost or issue a full refund.
6. Non-Returnable Items
The following items cannot be returned or refunded:
- Digital downloads, e-gift cards, or software.
- Clearance or final-sale items clearly marked as “non-returnable.”
- Products showing signs of misuse, intentional damage, or alteration.
7. International Returns
For customers outside our primary shipping regions, return shipping fees and customs duties are the responsibility of the buyer. Lumelo is not responsible for lost or delayed international return shipments.
8. Policy Updates
Lumelo reserves the right to modify this Return & Refund Policy at any time. Any updates will be posted on this page with a revised date. We encourage customers to review the policy before making a purchase.
Last Updated: [Insert Date]
At Lumelo, our goal is to build trust by providing fair and transparent return solutions. If you are unsatisfied with your purchase, we are committed to working with you to make it right. Shop confidently, knowing that your satisfaction is our priority.