Refund Policy

1. Return And Exchange Validity Period

Customers may request a return or exchange within 45 days from the date the order is marked as delivered.

Requests submitted after this period may not be accepted.

2. Return And Exchange Conditions

Within the eligible period, returns or exchanges may be requested under the following circumstances:

• Product appearance issues

• Product quality defects

• Unusual odour or noticeable colour differences

• Item not consistent with the order description

• Return or exchange without providing a specific reason

3. Return Process

Step 1.
Please contact us via email or phone and provide your order number, proof of payment, reason for the request, and any relevant photos or videos.

Step 2.
Our customer support team will carefully review your request. If approved, we will notify you using your provided contact details and share the return address.

Step 3.
Send the product to the designated return address below and wait for confirmation of receipt.

Return address: 370 Kelly Farm Rd, Moore, SC 29369-8515, US.

Step 4.
Once the item is received, we will conduct an inspection to verify the reported condition. If the inspection is approved, the refund process described in Section 5 will be initiated.

4. Exchange Process

Step 1.
Contact us via email or phone with your order number, proof of payment, reason for exchange, and any supporting photos or videos.

Step 2.
Our team will review your request and, once approved, provide the return address through your contact details.

Step 3.
Ship the item back to the designated return address and await confirmation of receipt.

Return address: 370 Kelly Farm Rd, Moore, SC 29369-8515, US.

Step 4.
After inspection and approval, a replacement item will be dispatched to your address within 2 to 3 business days.

5. Refund Information

Once your return is confirmed, the refund will be processed within 1 to 3 business days.

The refund will be issued to your original payment method, including bank cards, Visa, or MasterCard.

Processing times may vary depending on your financial institution. If delays occur, please contact our support team for assistance.

6. Fee Rules

• If the issue involves product appearance defects, quality issues, unusual odour, significant colour differences, or incorrect items, return or exchange shipping costs will be covered by us.

• If the return or exchange is requested without a stated reason, the return shipping cost will be borne by the customer.

7. Responsibility Statement

Returned items must be complete and consistent with the condition described in the original request.

If required information is missing or the item condition does not match the submitted details, this may affect the outcome of the request.

We reserve the right to review and verify all return and exchange requests within reasonable limits.

8. Return Label

A return label is included in each parcel to simplify the return process after approval.

9. Contact Us

Address:
370 Kelly Farm Rd, Moore, SC 29369-8515, US

Phone:
+1 (585) 491-2704

Email:
service@lumestio.com

Business Hours:
Monday to Friday, 9 AM – 6 PM (Australia/Sydney, AEST/AEDT)