Refund policy

Return / Exchange Policy

At LUMIEMS, we want every customer to shop with confidence. If you are not satisfied with your purchase, please contact our customer service team before sending any item back. We will review your request and guide you through the return or exchange process.

To start a return or exchange, please email us at support@lumiems.com and include your order number, the reason for your request, and photos or videos of the item if it is defective, damaged, or incorrect.

Return & Exchange Window

Eligible return or exchange requests must be submitted within 60 days from the date of purchase. Requests submitted after 60 days may not be accepted.

Please Note

For safety, hygiene, and quality-control reasons, LUMIEMS does not offer free returns or exchanges for reasons unrelated to product quality issues. For non-quality-related returns, customers may be responsible for return shipping costs and a restocking fee.

Return Fees

Return fees may include return shipping costs and a restocking fee. The amount may vary depending on the order status, product condition, and logistics cost.

Order / Item Status Restocking Fee Return Shipping Fee
Order canceled after the package has already shipped or while it is in transit 10% of the original order value Customer responsibility, based on carrier cost
Package unopened, unused, and returned with complete original packaging and accessories 10% of the original order value Customer responsibility, based on carrier cost
Package opened or item used, but all products, accessories, and packaging are complete and undamaged 20% of the original order value Customer responsibility, based on carrier cost

Order Cancellation Policy

Orders can only be canceled before they are shipped. If your order has already been shipped, it will be handled according to our return policy.

If an order is canceled for personal reasons, a cancellation fee of 5% of the original order value may be charged to cover payment processing and handling costs.

Defective, Damaged, or Incorrect Products

All LUMIEMS products are inspected before shipment. However, if you receive a defective, damaged, or incorrect item, please stop using the product and contact us as soon as possible.

Please provide your order number and clear photos or videos showing the issue. After reviewing your request, we may offer a replacement, exchange, return, or refund depending on the situation.

Please keep the product, packaging, accessories, and all included materials until your case has been reviewed, as they may be required for verification.

Requirements for Returns & Exchanges

To be eligible for a return or exchange, the item must meet the following conditions:

  1. The item must have been purchased directly from LUMIEMS.
  2. The item must be returned in its original condition.
  3. All original packaging, accessories, manuals, labels, cables, and included items must be returned together.
  4. The item must not show signs of misuse, damage, stains, scratches, or unauthorized repair.
  5. The return request must be submitted within 60 days from the date of purchase.

These conditions apply to all returns and exchanges except cases involving defective, damaged, or incorrect products.

Non-Acceptable Return Conditions

Returns or exchanges may be rejected under the following circumstances:

  1. The product was not purchased from LUMIEMS.
  2. The original product, accessories, manuals, packaging, labels, cables, or included items are missing or damaged.
  3. The product shows physical damage or clear signs of misuse.
  4. The product has stains, scratches, odors, residue, or other signs of improper use.
  5. The product has been altered, modified, repaired, or tampered with without authorization.
  6. The return request is submitted more than 60 days after the date of purchase.
  7. The item is customized, personalized, clearance, final-sale, or otherwise marked as non-returnable.

Return Process

  1. Contact our customer service team at support@lumiems.com with your order number and return reason.
  2. Provide photos or videos if the item is defective, damaged, incorrect, or if supporting evidence is required.
  3. Our customer service team will review your request within 48 business hours.
  4. If your request is approved, we will provide the return address and return instructions.
  5. Place the item, receipt or proof of purchase, accessories, and original packaging securely in one package.
  6. Ship the package using a trackable shipping service.
  7. Send the return tracking number to our customer service team by email.

Return Address

Please do not send any item back without contacting LUMIEMS first. We do not accept unauthorized returns.

Once your return request is approved, our customer service team will provide the correct return address based on your order and location.

Refund Time

Once your returned package is received, we will inspect the item and notify you whether your refund has been approved.

If approved, the refund will be issued to your original payment method. Please allow 7-14 business days for the refund to be processed after the returned package has been received and inspected.

Original shipping fees, return shipping fees, and applicable restocking fees are non-refundable unless the return is caused by a product quality issue, damaged item, or incorrect item sent by LUMIEMS.

Exchanges

If you would like to exchange an item, please contact us first. Exchange availability depends on product stock, product condition, and approval by our customer service team.

Important Notes

  • Please do not return any item without receiving return authorization from LUMIEMS.
  • Customers are responsible for ensuring the return package is delivered successfully.
  • We recommend using a trackable shipping service for all returns.
  • If a returned item does not meet our return conditions, it may be rejected and sent back to the customer at the customer’s expense.
  • Refund processing times may vary depending on your payment provider or bank.

Contact Us

If you have any questions about refunds, returns, or exchanges, please contact us:

LUMIEMS INTERNATIONAL (HONG KONG) LIMITED
Email: support@lumiems.com
Address: Room 1508, 15/F, Office Tower Two, Grand Plaza, 625 Nathan Road, Mong Kok, Hong Kong

We usually respond within 24-48 business hours.