Refund policy

15-Day Returns and Exchanges

We want you to feel confident shopping with Lumingem. We accept return and exchange requests within 15 days of delivery for orders shipped to any country we serve.

Custom-made or personalized products are not eligible for change-of-mind returns or exchanges. This exception does not affect your rights if an item is defective, damaged, incorrect, or materially different from its description.

Return Eligibility

To qualify for a return or exchange, your item must be unworn, unused, and in its original condition, with all tags and original packaging. Please provide your order number or proof of purchase.

These conditions do not limit any rights you may have under applicable consumer protection laws.

How to Request a Return or Exchange

Email shopify@lumingem.com within 15 days of receiving your order. Include your order number, the item you would like to return or exchange, and the reason for your request. If there is a problem with the item, please include clear photos to help us review it.

Once your request is approved, we will provide the return address and shipping instructions. Please contact us before sending anything back. Do not ship your return to the address on the original package or our business registration address unless we specifically instruct you to do so.

Returns sent without contacting us first may be delayed or declined, except where applicable law provides otherwise.

Return and Exchange Shipping Costs

For returns or exchanges due to a change of mind, preference, or another non-quality-related reason, you are responsible for the return shipping costs and any shipping costs to send an exchange item to you. We will confirm any applicable shipping charges before proceeding.

Original shipping charges, non-refundable payment transaction fees (charged by payment processors at the time of initial payment), and any customs duties, taxes, or import fees incurred during the return process are the customer's responsibility for non-quality-related returns, except where required by law.

If we confirm that an item is defective, damaged, incorrect, or materially different from its description, we will cover the necessary return or replacement shipping costs and explain the next steps.

Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives. If an item is damaged, defective, incorrect, or materially different from what you ordered, contact shopify@lumingem.com promptly with your order number and photos of the issue.

We will review your request and arrange an appropriate remedy, which may include a replacement, repair, or refund, depending on the circumstances and your rights under applicable law.

Our 15-day return window does not limit statutory rights or remedies for faulty or misdescribed goods.

Custom-Made and Personalized Products

Items made to your individual specifications or personalized for you, such as engraved pieces or bespoke designs, cannot be returned or exchanged simply because you change your mind.

An item is not automatically treated as a custom product just because it is prepared after you place your order or because you select a standard option offered on the product page.

This exception does not apply to defective, damaged, incorrect, or misdescribed items, or where a return or other remedy is required by law.

Exchanges

To request an exchange, email shopify@lumingem.com within 15 days of delivery. Tell us your order number and the item or size you would prefer.

We will confirm eligibility, availability, any price difference, and applicable shipping costs before you return the original item. Custom-made and personalized products are excluded from change-of-mind exchanges.

Refunds

We will notify you once we have received and inspected your return and let you know whether your refund has been approved.

Approved refunds will be issued to your original payment method within 10 business days, unless applicable law requires an earlier refund. Your bank or card provider may need additional time to post the funds to your account.

Please note that for non-quality-related returns (such as change-of-mind), any non-refundable transaction fees charged by payment gateways/processors for the original transaction, as well as any return customs duties or import taxes, will be deducted from your final refund amount.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact shopify@lumingem.com.

European Union Right of Withdrawal

If your order is delivered to the European Union, eligible purchases are also covered by the statutory 14-day right of withdrawal. This right allows you to cancel without giving a reason, subject to applicable legal exceptions, including certain custom-made or clearly personalized products.

Our voluntary 15-day return policy is additional to, and does not replace or restrict, that statutory right. Where statutory withdrawal rights apply, refund deadlines, delivery-charge refunds, return costs, and other conditions will be handled in accordance with applicable law.

Your Consumer Rights

Nothing in this policy excludes or limits consumer rights that cannot be waived under the laws applicable to your purchase.

For any return, exchange, or refund questions, email shopify@lumingem.com.