Return & Refunds Policy

Return and Refund Policy

Order Cancellation

You can contact us at happy@lumelo.us to cancel your order and receive a full refund, as long as the order has not yet been processed.

If your order has already shipped, we cannot intercept it, so you will not be able to cancel the order while it is in transit. In this case, you should apply for a return after you receive the goods.

Therefore, if you change your mind, we recommend that you request a cancellation as soon as possible.

1. Return and Exchange Conditions

We accept returns and exchanges under the following conditions:

If there is a problem with the product, we support returns and exchanges within 30 days of receiving it.
Please contact us by email at happy@lumelo.us before returning or exchanging the product.
Items must be in new, original, and perfect condition with all original packaging and tags still attached.
This return and exchange policy applies exclusively to purchases made directly through online shops operated by Lumelo (lumelo.us).
If you purchased our products through a third party, the return and exchange terms may differ. The policy may also vary depending on the country of purchase due to different legal requirements.

Exceptions

Returns and exchanges will not be accepted in the following cases:

Customized goods
Other products that are specifically stated as non-returnable

2. Return and Exchange Process

To initiate a return or exchange, please follow these steps:

Within 30 days of receiving the product, send your order number and your return or exchange request to our customer service email: happy@lumelo.us.
Provide photos of the product you received and the reason for the return or exchange.
After we confirm receipt of your request, we will provide you with the return address information.
Please include the order number, your name, and the reason for the return inside the return package.

Once we receive and inspect your returned or exchanged item, we will process the return or exchange within 1–5 business days and contact you by email.

Please note:

If the return or exchange is due to a consumer's decision (e.g., you changed your mind), the consumer is responsible for the shipping fee. The specific fee will depend on the courier company you choose.
If the goods you received are damaged or incorrect due to our error, Lumelo will cover the shipping fee.
We do not accept packages that are returned directly without contacting us in advance.

3. Refund Method

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved.
If approved, you’ll be automatically refunded to your original payment method within 10 business days.
Please remember it can take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we approved your return, please contact us at happy@lumelo.us.

Please note the following important points:

Shipping and handling charges are generally non-refundable, unless the return is due to an error on our part.