Return Policy
What is LUMIVO’s policy?
LUMIVO accepts returns within the first 14 days after you receive your package for a refund. If you do not request a return within 14 days, unfortunately we will not be able to offer a refund under our policy.
If you are eligible for our return policy, please note that we do not cover return shipping costs for returns made for personal reasons, and the returned item and its packaging must be in good condition.
If your return is due to a product malfunction, please first take photos or videos of the item and contact us. We will cover the return shipping cost and issue you a refund. Alternatively, you may choose to let us resend a replacement and offer you a discount.
How do I start the return process?
To begin the return process, please email support@lumivo.us with your order number and the reason for your return.
What if I don’t have my order number?
To locate your order number, we will need a valid email address, your full name, and your shipping address for the order. The order number can also be found in your LUMIVO account, on your packing slip, and in your order confirmation emails.
How should I package my return?
Please use a cardboard box to ship your return and include a paper with your order ID inside the package. Fill any extra space with packing peanuts or bubble wrap to ensure the item is not damaged during transit. Items returned damaged due to poor packaging will not be eligible for a refund.
The return address will be provided by LUMIVO. Please do not send a return without contacting us first, to avoid inconvenience or unnecessary loss. Please note that our return address is not the one shown on the parcel label.
Before sending any return, please contact our customer service team first. They will provide the correct return address and help ensure the process goes smoothly.
Important: Returns sent without contacting us first may be delayed or lost — let us help you do it the right way.
How long will LUMIVO take to process my return?
It takes approximately 5–7 business days to process a return once it has been delivered to our warehouse. If approved, your refund will be issued within 48 hours after processing.
- For U.S. credit cards, it typically takes 2–3 business days for the refund to appear in your account.
- For international credit cards, it may take 5–7 business days, or longer depending on your financial institution.
If you still have not received your refund, please contact us at support@lumivo.us.
If I need to return my order for a refund, am I required to return the free gifts that came with it?
No :) Please feel free to keep any free gifts that came with your order.
Does LUMIVO provide return labels?
We do not provide shipping labels for returns, nor do we cover the cost of domestic or international returns, except in specific circumstances.
What happens if my return is lost in the mail?
We highly recommend saving your return tracking number until you receive confirmation from LUMIVO that your package has been processed. Always take a photo of your return receipt from the courier, as it may help if your package is lost in transit.
Refunds cannot be issued for items that are not safely received back by LUMIVO. However, a claim may be opened if you provide a return tracking number showing confirmed delivery back to us.
Why did I not receive a full refund?
Shipping fees for all orders are non-refundable, and we may deduct them from your refund. There are also certain cases where only partial refunds are granted.
14-Day Return Policy
Our customers are very important to us. If you are not satisfied with your purchase for any reason, you may return it within 14 days from the date your order is received. You may choose one of the following options:
- Exchange the returned item for other merchandise
- Receive store credit for future purchases
- Receive a refund to your original payment method
The only cost to you would be the shipping fees plus a 20% restocking fee. Below are the return conditions.
To Return
If you wish to return your order, please send us an email. Before doing so, please make sure you have read the following:
- Merchandise must be returned in the original packaging
- All original packaging, poly bags, display boxes, and hang tags must be included
- The customer is responsible for all shipping charges
- A 15% handling fee will be deducted from the refund
- We are not responsible for the package until it arrives at our warehouse
For this reason, we strongly recommend purchasing shipping insurance and using a trackable return service.
Canceled Orders
If you place an order and later decide to cancel it while it is already in transit, you will be responsible for all shipping fees. Once a package has been shipped, it is subject to shipping fees both to and from your location.
Canceled orders are also subject to a 20% restocking fee. If you have any questions, please contact us before returning your merchandise.
Return Shipping Responsibility
If the return is caused by the consumer, the consumer is responsible for the shipping fee. The exact amount will depend on the courier company you choose.
If the return is due to our error — such as receiving damaged or incorrect goods — the consumer will not be required to bear the shipping cost.
Notices
- If the customer needs to return the product, it must be packed in the original box. If the original box is lost, an additional 25 GBP will be charged.
- In the following situations, the customer must bear an additional shipping fee of 50 GBP:
- Delivery fails because the customer provided the wrong address when placing the order
- The customer refuses to accept the package or does not pick it up when it arrives