Refund and Returns Policy
Overview
At Lumivaco Shop we design our returns process to be clear, fair, and efficient. If a purchase does not meet your expectations or arrives damaged, this policy describes how to request a return, how returns are assessed, and how refunds or replacements are handled.
Return Window
Customers may request a return within 45 days from the delivery date. Items received after the 45-day window will be considered on a case-by-case basis and may not qualify for a full refund.
Eligibility Requirements
To qualify for a return or full refund, an item must meet all of the following:
Be unused and in resaleable condition.
Be returned in the original packaging, including all accessories, manuals and tags.
Be accompanied by the original receipt or order confirmation.
Not be a bespoke or specially made-to-order item (see Non-Returnable Items below).
Items that fail inspection (signs of use, missing parts, or damage not disclosed at sale) may be subject to a partial refund or refusal.
Non-Returnable Items
The following are generally non-returnable unless faulty on arrival:
Custom or made-to-order finishes, bespoke lighting or tailored items.
Consumables that are perishable or sanitary in nature.
Gift cards and digital downloads.
Items explicitly marked “Final Sale” in the product listing.
If you are unsure whether an item is returnable, contact customer support before placing a return shipment.
How to Start a Return (Required Process)
Email [email protected] with: order number, item(s) to return, reason for return, and photos if the item is damaged or incorrect.
Our returns team will respond with a Return Authorization (RMA) number and specific instructions within one business day. Do not send items before receiving the RMA.
Pack the item securely, write the RMA on the outside of the package, and ship to the address provided in the return instructions.
Returns sent without prior authorization or to the wrong address may be delayed or refused.
Return Shipping Costs & Responsibility
Customer-paid returns: Unless the return is due to our error (wrong or defective item), return shipping is the customer’s responsibility.
Prepaid returns: For defective or incorrect items, we will provide a prepaid return label where applicable.
International returns: Customers initiating returns from outside our primary shipping region are responsible for return postage and any export/import fees unless the return is our responsibility. Customs, duties, and taxes on returns are not refundable by Lumivaco Shop.
We strongly recommend using a trackable shipping service and, for high-value items, purchasing shipping insurance. Lumivaco Shop is not responsible for items lost in transit when returned by customer-arranged shipping.
Inspection, Refunds & Timing
Once we receive and inspect a returned item, we will email you confirmation of approval or rejection.
Approved refunds are issued to the original payment method. Refund processing typically completes within 7–14 business days from the date of approval; the posting time to your account depends on your bank or payment provider.
Shipping costs originally paid at purchase are refundable only when the return is due to our error (e.g., defective or incorrectly shipped item).
Partial Refunds & Restocking
Partial refunds or deductions may apply in these circumstances:
Returned items show clear signs of use, wear or missing components.
Returned after the 45-day window and accepted at our discretion.
Returned bulky or packaged items that require substantial repackaging or inspection.
Where a deduction is required, we will notify you with the proposed adjustment before finalizing the refund. For certain large or custom items a restocking fee (up to 15%) may be applied; any fee will be disclosed before you complete the return.
Exchanges & Replacements
If you received a defective or incorrect item, we will prioritize a replacement where stock permits. Contact us immediately and include photos.
For exchanges due to size or preference, you may return the original item for refund and place a new order, or request an exchange in your return authorization; exchange availability depends on current inventory.
Gifts
If the order was marked as a gift at purchase and shipped directly to the recipient, a gift credit will be issued for the value of the returned item once it is received and accepted.
If the gift purchaser retains the order information, refunds will be issued to the purchaser’s original payment method.
Lost or Damaged Returns in Transit
If a return shipment is lost or damaged while in transit to us, please provide your tracking information and carrier claim number. We will work with you and the carrier to resolve the situation, but reimbursements for lost returns require proof of shipment and may be subject to carrier claim timelines.
Faulty, Damaged or Incorrect Goods Received
Report damaged or incorrect deliveries within 7 days of receipt. Email [email protected] with your order number and photographs. For confirmed faults we will offer, at your choice: a replacement, a repair (where feasible), or a full refund including return postage.
Contact & Support
For all returns or refund inquiries, please contact us at:
Address: C-5145, No. 36 Guangchang Road, Yingshan Subdistrict Office, Guangshui, Suizhou, Hubei, China
Phone: +86 175 8878 9625
Email: [email protected]
We aim to acknowledge return requests within one business day and to provide a resolution as quickly as possible.