Return & Refund Policy
At Lumozi, we want you to feel completely happy with your purchase. If for any reason you are not satisfied with your adorable night lamp, we are here to help.
Please read our Return & Refund Policy carefully to understand your options.
1. Return Policy
We offer a 14-day return window. You have 14 days after receiving your item to request a return.
Return Eligibility
To be eligible for a return, your item must be in the same condition that you received it:
- Unused and in its original condition.
- In the original packaging with all tags and accessories included.
- Accompanied by the receipt or proof of purchase.
Non-Returnable Items
- Gift cards.
- Personalized or custom-made items, unless defective.
- Items marked as “Final Sale”, unless faulty, damaged, or not as described.
2. How to Initiate a Return
To start a return, please contact us at Lumozi-1@outlook.com with your order number and the reason for the return.
If your return is accepted, we will provide return instructions by email. Items sent back to us without first requesting a return will not be accepted.
Important:
Please do not send your item back before contacting us. Approved returns must follow the return instructions provided by our support team.
3. Return Options & Shipping Costs
For standard change-of-mind returns, the customer is responsible for all return shipping costs to our facility in China. We do not provide pre-paid return shipping labels for standard returns.
Because international shipping can be expensive and time-consuming, we may offer an alternative hassle-free option.
You ship the item back to China at your own expense. We recommend using a trackable shipping service, as we cannot guarantee receipt of returned items.
To save the cost and trouble of international shipping, we may offer a 40% refund of your original purchase price immediately, plus a 25% discount coupon for your next order. You get to keep the item.
This is optional. You may still choose the standard return process if eligible.
Return Address for Approved Returns
For all return requests or order cancellations, please contact our customer service department at Lumozi-1@outlook.com
4. Refunds
Once your return is received at our facility in China and inspected, we will notify you by email whether your refund has been approved or rejected.
If approved, your refund will be processed to your original payment method. It usually takes 5 to 7 business days for the refund to appear, depending on your payment provider or bank.
Late or Missing Refunds
If you have not received a refund yet, please check your bank account and contact your credit card company or bank, as processing times may vary.
If you have done this and still have not received your refund, please contact us at Lumozi-1@outlook.com.
5. Damages, Defects & Wrong Items
Please inspect your order upon reception. If the item is defective, damaged, or if you receive the wrong item, contact us immediately at Lumozi-1@outlook.com.
Shipping Damage Claims
You must contact us within 7 days of receipt. Please include your order number and clear photos or videos of the damaged item and packaging.
If your claim is approved, we will arrange a replacement or a full refund at no additional cost to you.
6. Exchanges
The fastest way to ensure you get what you want is to return the item you have. Once the return is accepted, you can make a separate purchase for the new item.
7. UK Consumer Rights
For UK customers, this policy does not affect your statutory rights.
In accordance with UK distance selling rules, you have the right to cancel your online order within 14 days after receiving your item, without giving a reason.
After notifying us that you wish to cancel, you have another 14 days to return the goods.
For change-of-mind cancellations, customers are responsible for returning the goods to our China facility at their own cost, unless the item is faulty, damaged, or not as described.
If eligible, we will refund the product price and standard delivery cost where required by applicable consumer law. Refunds will be processed after we receive the returned goods or valid proof of return.
8. Order Cancellation
You may cancel your order free of charge before it has been shipped.
Once the order has been processed and shipped, it cannot be cancelled immediately, and you will need to follow the standard return process after receiving the item.
9. Contact Us
If you have any questions about our Return & Refund Policy, please contact us:
Email: Lumozi-1@outlook.com