Refund Policy
**Last updated: May 2026**
We want you to love everything you order from Lumien. If something isn't right, we're here to help. Please read our refund policy carefully before submitting a request.
30-Day Return Window
We offer a 30-day return policy. This means you have 30 days from the date your order is delivered to request a return or refund.
To be eligible for a return, your item must be:
- In the same condition that you received it
- Unused and unmodified
- In its original packaging where possible
We do not accept returns on items that have been used, damaged by the customer, or altered in any way after delivery.
Damaged Items Upon Arrival
We understand that occasionally items can arrive damaged during transit. If your item arrives damaged, broken, or defective straight out of the box, we will offer a full refund or free replacement at no cost to you.
To qualify for a damage claim, you must:
1. Inspect your item immediately upon opening
2. Contact us within 48 hours of delivery at **kkjonlinebusiness@gmail.com**
3. Provide clear photo or video evidence of the damage and the original packaging
Damage claims submitted after 48 hours of delivery, or for items that have been used before the damage was reported, will not be accepted. We are unable to process refund or replacement requests for items damaged after opening and use — this includes accidental drops, liquid damage, or misuse.
Items Not Eligible for Return
The following items cannot be returned or refunded:
- Items returned more than 30 days after delivery
- Items that have been used, installed, or modified
- Items damaged after delivery by the customer
- Items returned without prior approval from our support team
- Items returned without proof of purchase
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How to Start a Return
To request a return or refund, please contact us at **kkjonlinebusiness@gmail.com** with:
- Your order number
- The reason for your return
- Photos of the item if it is damaged or incorrect
Our team will review your request within 2–3 business days and provide you with return instructions if your request is approved. Please do not send items back without first receiving approval — unapproved returns cannot be processed
Return Shipping
If your item arrived damaged or incorrect, Lumien will cover the cost of return shipping. For all other approved returns, the customer is responsible for return shipping costs. We recommend using a tracked shipping method as we cannot be held responsible for items lost in transit on the way back to us.
Refund Processing
Once your return is received and inspected, we will notify you by email whether your refund has been approved. If approved, your refund will be processed to your original payment method within 5–10 business days. Please note that your bank or payment provider may take additional time to post the refund to your account.
Exchanges
If you would like to exchange an item for a different product, please contact us at **kkjonlinebusiness@gmail.com**. Exchanges are subject to product availability and the same eligibility conditions as returns.
Contact Us
If you have any questions about our refund policy or would like to start a return, please reach out to us at:
**Email:** kkjonlinebusiness@gmail.com
**Response time:** Within 24–48 hours on business days