Refund and Returns Policy
Last Updated: [Insert Date]
1. Overview
At LUMOOLA, we take pride in the quality of our jewelry and the value of our digital content. We want you to be completely satisfied with your purchase.
This Refund and Returns Policy (“Policy”) applies to all purchases made on https://www.lumoola.com (Link), including physical goods (such as bracelets) and digital services (such as paid subscriptions).
Please read this policy carefully before making a purchase. By placing an order or subscribing to our services, you agree to the terms set forth below.
2. Physical Products (Jewelry and Accessories)
2.1 Return Window
We offer a 30-day return policy for physical products. If 30 days have passed since your purchase was delivered, unfortunately, we cannot offer you a refund or exchange.
2.2 Eligibility for Returns
To be eligible for a return, your item must meet the following criteria:
- Condition: The item must be unused, unworn, and in the same condition that you received it. It must be free of any signs of wear, scratches, or damage.
- Packaging: It must be in the original packaging, including any jewelry boxes, pouches, or tags included in the shipment.
- Proof of Purchase: A receipt or proof of purchase is required to complete your return.
2.3 Non-Returnable Items
Certain types of items cannot be returned:
- Custom or Personalized Items: Any jewelry that has been customized, engraved, or made to specific sizing requests cannot be returned unless verified as defective.
- Sale Items: Only regular-priced items may be refunded. Sale items are final sale.
2.4 Return Shipping Costs
- Customer Responsibility: You will be responsible for paying for your own shipping costs for returning your item.
- International Returns: As our warehouse is located in China, international return shipping costs can be significant. Please consider this before initiating a return.
- Tracking: If you are shipping an item over $50, you should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.
2.5 Customs Duties and Taxes
For international orders, original shipping fees and any import duties, taxes, or VAT paid at the destination country are non-refundable.
3. Digital Products and Subscriptions
Due to the nature of digital content, our refund policy for subscriptions and digital goods differs from physical products.
3.1 Paid Subscriptions
- No Refunds on Active Terms: We do not generally offer refunds for partial subscription periods. If you have paid for a monthly or annual subscription, you will retain access to the content for the remainder of the billing cycle, but no money will be returned.
- Cancellation: You may cancel your subscription at any time to prevent future billing. Cancellation will take effect at the end of the current paid term.
- Exceptions: In the rare event of a technical error where you were double-billed or charged after a confirmed cancellation, please contact us immediately for a full refund of the erroneous charge.
3.2 Digital Downloads
All sales of direct digital downloads (if applicable) are final and non-refundable once the file has been accessed or downloaded.
4. Refunds Process
Once your return is received and inspected at our facility in Nanning, China, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
- Approval: If approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment (e.g., PayPal) within a certain amount of days (typically 5-10 business days depending on your bank).
- Rejection: If the item is returned damaged, worn, or not in its original condition, we reserve the right to deny the refund or charge a restocking fee.
5. Damaged or Defective Items
We carefully inspect every bracelet before it leaves our Xingrui Foreign Trade Center facility. However, if you receive a defective or damaged item, we are here to help.
- Reporting Period: You must notify us of any damage or defects within 48 hours of delivery.
- Evidence: Please email us photos of the damaged item and the packaging clearly showing the defect.
- Resolution: For verified defective items, we will offer a free replacement (subject to stock availability) or a full refund, including shipping costs. You may not be required to return the broken item depending on the situation.
6. Late or Missing Refunds
If you haven’t received a refund yet, please follow these steps:
- Check your bank account again.
- Contact your credit card company; it may take some time before your refund is officially posted.
- Contact your bank. There is often some processing time before a refund is posted.
If you have done all of this and you still have not received your refund yet, please contact us at info@lumoola.com.
7. Contact Us for Returns
To initiate a return or request a refund, please do not send your purchase back to the manufacturer without contacting us first.
Please email us at: info@lumoola.com
Return Address:
- Recipient: LUMOOLA Returns Dept.
- Address: Room 3103, Building A, Tianjian International Mansion, No. 9 Zhongtai Road
- District: Qingxiu District
- City: Nanning City
- Province: Guangxi
- Country: China
- Postal Code: 530001
Contact Page: https://www.lumoola.com/contact (Link)
