I. Quick Reference (Key Information)
| Question | Details |
|---|---|
| Can I return an item for any reason? | Yes. Returns are accepted within 60 days from the day after you receive the product. |
| Full refund available? | Yes, a full refund will be issued if requirements are met and refunded to the original payment method. No restocking fees will be charged. |
| Refund requirements | Item packaging must be intact, all accessories included, manufacturer seal unopened if applicable. |
| Return process | Contact customer service via email, follow provided instructions, and receive a refund within 3-6 business days after approval. |
| Who pays for return shipping? | For non-quality issues, the buyer bears shipping costs; for quality/wrong/damaged items, the seller bears costs. |
| Are exchanges supported? | Yes, exchange requests that meet the conditions are accepted. No handling fees apply for exchanges. |
II. Return & Refund Process
- Contact Customer ServiceWithin 60 days after receiving the product, contact us by email at service@mail.lumkore.com and state the reason for your return.
- Wait for Return InstructionsWe will reply with detailed return procedures and the return address. Please do not send back the item before receiving instructions.
- Pack and Return Item ProperlyEnsure the item and all accessories/packaging are intact. Attach the return label and keep the tracking number.
- Inspection & RefundOnce our warehouse receives and confirms the returned item, a refund will be processed within 3-6 business days to your original payment method. No restocking fees will be applied.
III. Exchange Process
- Request an ExchangeWithin 60 days of receiving the item, if you wish to exchange it, please email customer service at service@mail.lumkore.com, submit your request, and specify the reason (such as incorrect size or a damaged item).
- Review and InstructionsCustomer service will review your request and respond according to actual circumstances (such as stock availability). If approved, we will send you detailed exchange instructions and the return address.
- Return the Original Product Return the product along with all accessories and packaging as required; ensure the item is unused and in its original condition.If the exchange is due to personal reasons (such as inappropriate size/color/model), the buyer bears the shipping cost; if due to a quality issue or wrong item, the seller covers shipping and provides a prepaid return label.Please keep the shipping/tracking number for your records. No additional handling fees will be charged for exchanges.
- Shipping the Replacement ProductAfter we receive and inspect the original product, we will promptly send out the replacement and notify you of the new tracking number by email.
- Special CircumstancesIf the item you wish to exchange is out of stock, we will proactively contact you to arrange a refund or offer an alternative product.
IV. Refund Conditions
A. Personal Reasons
- Item is unopened, packaging intact, all accessories included.
- The buyer bears the return/exchange shipping fee.
- No restocking fees apply.
B. Quality Issues/Damage/Wrong Item
- Provide clear photos or videos as evidence.
- The seller bears the return/exchange shipping fee and provides a prepaid return label.
- No handling fees are charged.
Please note that returns, replacements, or refunds may be limited or refused under the following circumstances:
1. Items That Have Been Used, Installed, or Assembled Any product that has been altered from its original condition, significantly diminishing its resale value:
-
Automotive Accessories & Parts: Items that have been test-fitted, mounted, installed on a vehicle, wired, powered on, or products with peeled adhesive backing (e.g., 3M tape) or visible screw/bolt marks.
-
Cleaning Supplies & Tools: Cleaning tools (sponges, mop pads, brushes, microfiber cloths) that have been wetted, used, or exposed to dirt or chemicals.
-
General Merchandise: Furniture, racks, or home organizers that have already been assembled or modified.
2. Opened Liquids, Chemicals & Hazardous Consumables
-
Due to safety, shipping regulations (Hazmat), and sanitary reasons, we cannot accept returns on opened liquids, sprays, detergents, chemical cleaners, automotive fluids (oils, wax, sealants), or adhesive products.
3. Customer-Induced Damage, Alteration, or Missing Parts
-
Products damaged due to improper installation, misuse, neglect, or accidents caused by the customer.
-
Returns missing original components, accessories, hardware, mounting kits, instruction manuals, or warranty cards.
4. Returns Exceeding the Return Window (Past 60 Days)
-
Return requests submitted more than 60 days from the date of delivery.
-
Note: If your order arrived defective, damaged, or incorrect, please report it to our customer support team within 7 days of delivery for immediate resolution.
5. Applying Shipping Labels Directly to the Product Packaging
-
Returning the item by attaching shipping labels, tape, or postage directly onto the original manufacturer’s box or product packaging. The retail box is considered part of the product, and damaging it voids return eligibility.
6. Unauthorized Returns (No RMA / Prior Contact)
-
Returning packages without contacting our customer support team in advance or without obtaining a valid Return Merchandise Authorization (RMA) number. Unauthorized packages may be refused, discarded, or returned to sender at the buyer’s expense.
V. Other Notes
- Order Cancellation: Orders can be canceled within 24 hours before shipment. If already shipped, please follow the return or exchange policy.
- Lost Packages: If the package is not received within 2 days after the expected delivery date, please contact customer service by email. If not resolved within 5 days of investigation, a full refund or replacement will be arranged.
- Returned Packages due to Address Issues: Please provide accurate information within 60 days. Otherwise, additional shipping fees may apply for reshipment.
- Please contact our customer service to obtain the return or exchange address. This helps prevent loss or other issues and ensures a worry-free return or exchange process.
VI. Customer Service Contact
Email: service@mail.lumkore.com