Refund policy
Returns
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 will also need your receipt or proof of purchase.
Important – Contact Us Before Returning Your Item
You must contact us at support@try-lumive.com before sending any return.
We will provide you with the official return instructions, confirm the correct return address, and explain how your return must be shipped.
Returns sent without contacting us first, without following our return instructions, or sent to an unauthorized address will not be accepted and are not eligible for a refund.
Official Return Address
2nd Floor, Block C
Qinghu Science and Technology Park
Qingxiang Road, Qinghu Community
Longhua Street, Longhua District
Shenzhen, China
Once your return has been received and inspected at our official return address, we will process it in accordance with our Return Policy.
Return shipping
The customer is responsible for arranging and paying the return shipping costs. We do not provide prepaid return shipping labels for standard returns.
Estimated return shipping costs are approximately 15–20 USD, depending on the country, parcel size, shipping provider, and shipping method. Actual shipping costs may vary.
We recommend using a trackable shipping method and keeping the shipping receipt and tracking number until the refund has been completed.
You can always contact us for any return question at support@try-lumive.com.
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.
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.
Unfortunately, we cannot accept returns on sale items or gift cards.
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.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, 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.
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@try-lumive.com.