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Last updated: [2025.12.04]
1. Return Period We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
2. How to Initiate a Return To start a return, you can contact us at support@lumisoie.com. If your return is accepted, we will send you a return shipping label (for defective items) or providing you with the shipping address to send your package (for change of mind). Items sent back to us without first requesting a return will not be accepted.
3. Return Shipping Costs Transparency regarding shipping costs is important to us:
Defective/Wrong Products: If the product is incorrect, damaged by the carrier, or defective in another way, we (LumiSoie) will cover the return shipping cost.
Customer Remorse: If you purchased the wrong product, it doesn't fit, or you no longer want the item, you (the customer) are responsible for the actual cost of return shipping.
4. Restocking Fees We do not charge any restocking fees.
5. Damages and Issues Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
6. Exceptions / Non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products).
Condition of Returns:
Customer Damage: We cannot accept returns on items that have been visibly used, worn, washed, altered, or damaged due to customer misuse or mishandling.
Damaged on Arrival: If your product arrived damaged or defective but has not been used, please contact us immediately with clear photos or a video of the issue. Once the damage is verified, we will issue a hassle-free refund or replacement without requiring a specific reason.
Please get in touch if you have questions or concerns about your specific item.
Sale Items: Unfortunately, we cannot accept returns on sale items or gift cards.
7. Exchanges The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
9. Refunds We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at support@lumisoie.com.
8. Contact Information
Email: support@lumisoie.com
Return Address: [No. 6, Lane 4, Baomin Garden, Liutang, Xixiang Street, Bao'an District, Shenzhen, Guangdong Province, China]