Refund policy

We Stand By Our Products

Your satisfaction is our priority. If you are not fully satisfied with your purchase, our straightforward return process is here for you.

1. Return Timeframe

You have 30 days from the delivery date to request a return, whether you changed your mind or received a defective/damaged product.

Goodwill Extension: We understand that shipping delays happen. If your order arrived significantly later than the original delivery estimate, contact us. We'll review your case and may extend the return window.

2. Eligibility Conditions

To be eligible for a return, your item must meet all following conditions:

  • In new, unused, and unworn condition

  • All original tags and labels are attached

  • Packaged in its original packaging

  • Proof of purchase (order number or receipt) is provided

3. Non-Returnable Items

The following items cannot be returned for hygiene, safety, or customization reasons:

  • Perishable goods (food, flowers, etc.)

  • Custom or personalized products

  • Personal care items (including opened or used products)

  • Hazardous materials

  • Final sale items

  • Gift cards

  • Intimate apparel, swimwear, or other hygiene-sensitive items where the original protective seal or tag has been removed

4. How to Initiate a Return

To start a return, please follow these steps:

  1. Contact Us: Email us at info@lumosy.shop within the 30-day window. Include your order number and reason for return.

  2. Get Instructions: Our team will respond within 2 business days with authorization and detailed return instructions, including the return address.

  3. Ship the Item: Use the provided instructions (and return label, if applicable) to send your package back.

Important: Returns shipped to us without prior authorization will not be accepted.

5. Return Shipping Costs & Responsibility

We clearly define return shipping responsibility based on the situation:

Change of Mind / Buyer's Remorse:

  • Customer pays return shipping costs

  • Original shipping fees are non-refundable

  • For large or special freight items, a restocking fee may apply

Defective, Damaged, or Our Error:

  • We cover return shipping costs

  • We provide a prepaid return shipping label

  • Full refund including original shipping costs

Incorrect Items Received:

  • We cover return shipping costs

  • We provide a prepaid return shipping label

  • Full refund including original shipping costs

6. Damaged or Incorrect Items

Immediate Action Required: Please inspect your order upon delivery and contact us immediately at info@lumosy.shop if the item is defective, damaged, or incorrect.

Documentation: To help us resolve the issue quickly, include photos or a short video of the problem in your email.

Resolution: We will promptly guide you through the return process and provide a prepaid shipping label if applicable.

7. Refund Processing

Method: Once your return is received and inspected, we will issue the refund to your original payment method.

Timeline: Please allow up to 10 business days for us to process the refund after we receive your return. It may then take an additional 5-10 business days for your bank or credit card company to complete the posting.

8. Exchange Policy

We currently do not offer direct exchanges. The fastest way to get a different item is to:

  1. Return the original item by following our standard return process

  2. Place a new order for the item you want on our website

9. Return Address

The specific return address will be provided in your return authorization email. Please do not ship returns to our business address without authorization.

10. Need Help?

Our customer support team is here to assist you.

Email: info@lumosy.shop
Phone: +1 323-440-3448
Business Hours: Monday to Friday, 9:00 AM to 5:00 PM Eastern Time

Thank you for choosing Lumosy!