Return & Refund Policy

Thank you for choosing our store! At Lumogroces, we hope you love every item you purchase. If your product does not meet your expectations, please read this Return Policy carefully before placing your order. By completing your purchase, you acknowledge that you understand and accept all terms of this policy.

1. Return Eligibility & Scope of Returns

You may request a return or exchange if:

  • The item arrives damaged, defective, missing parts, or you receive the wrong item/style/color.
  • You wish to return the item due to personal reasons (dislike, wrong selection), provided the product remains in resellable condition.

Returned items must be unused, intact, with all original packaging, tags, accessories and labels fully preserved and undamaged.

Non‑Returnable Items

The following products cannot be returned or exchanged:

  • Custom-made or personalized items;
  • Items marked “Final Sale” or “Clearance” at checkout;
  • Gift cards or store credits;
  • Items damaged from improper use, misuse, or customer handling;
  • Goods showing obvious signs of wear or use that affect resale value.

2. Return Request Deadline

All return applications must be submitted via email within 15 calendar days from the date you receive your order. For damaged, defective, or incorrect items, please notify us within 7 days after delivery with photos and your order number. Requests submitted after the time limit will not be accepted. If you face special circumstances, contact us in advance, and we will review your request case by case. A valid proof of purchase (order number) is required for all return applications.

3. How to Initiate a Return

Do NOT send items back without our prior approval — unauthorized returns may be rejected.

  1. Email us at service@lumogroces.com to start your return. Please provide:
    • Your order number
    • Item name(s) for return
    • Reason for return
    • Clear photos of defects/damage (if applicable)
  2. Our customer service team reviews your request within 24 hours and sends return authorization and shipping instructions.
  3. Pack the item securely to prevent secondary damage in transit, then ship it back following our guidance.
  4. Once we receive and inspect your returned goods, we will notify you whether your refund is approved or denied.

4. Return Shipping Fees

  • If the return is caused by our error: damaged, defective, missing parts, wrong item. We will reimburse your reasonable return shipping cost after inspection. You pay the shipping upfront, and we refund it together with your order refund.
  • For returns from personal preference (changed mind, wrong selection): you are responsible for all return shipping charges.
  • Original checkout shipping fees are non-refundable unless the return is our fault.
  • If items are damaged during return transit due to poor packaging and can no longer be resold, we cannot process your return, and you will bear the related liability.

5. Refund Processing

If your return inspection passes, your refund will be issued back to your original payment method within 5–10 business days. The actual arrival time depends on your bank or payment provider; please allow extra time for funds to post to your account.

  • If coupons or promotional discounts were applied when purchasing, the refund amount will be based on the actual amount you paid. Discounted promotional portions are non-refundable.
  • If your returned goods fail inspection and do not satisfy our return requirements, we reserve the right to refuse the refund and send the item back to you, with return shipping cost charged to you.

Late or Missing Refunds

If you have not received your refund after our processing window:

  1. First check with your bank or card issuer, as banks often have posting delays.
  2. Contact us with your order number and we help track your refund status.

6. Exchanges

Direct exchanges for different products are not available. If you need to swap for the same item with different size/color:

  • For our error cases (wrong item / quality defects): exchange service is available.
  • For personal reason exchange requests: subject to stock availability, and you cover all shipping fees. We recommend returning the eligible product for a refund and placing a new order if you want a different item.

7. Contact Us

If you have any questions about this return policy, please feel free to reach out: Email: service@lumogroces.com

Thank you for your understanding and support!