Refund policy

REFUND POLICY

At Lumipup, we want you to shop with confidence. Please read this Refund Policy carefully before placing an order.

1. Return Window
We accept return requests within 3 days from the date your order is marked as delivered.

2. Eligibility for Returns
To be eligible for a return, the item must:
- be unused, unworn, and in its original condition;
- be returned in its original packaging;
- not be damaged by misuse, improper handling, or normal wear and tear;
- be accompanied by proof of purchase, such as your order number or confirmation email.

3. Non-Returnable Items
The following items are not eligible for return or exchange:
- customised or personalised products;
- used items;
- items damaged after delivery due to improper use;
- gift cards, if applicable;
- clearance or final sale items, if marked as such at the time of purchase.

4. Customised Products
Because customised products are made specifically for each customer, they are non-returnable and non-exchangeable unless they arrive damaged, defective, or incorrect.

5. Return Shipping Costs
Customers are responsible for return shipping costs unless the item arrives damaged, defective, or incorrect.

6. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, you must contact us within 1 day of delivery at sales@lumipupshop.com with:
- your order number;
- a description of the issue; and
- clear photos or videos showing the problem.

If approved, we may offer a replacement, partial refund, or full refund, depending on the situation.

7. How to Request a Return
To request a return, please email sales@lumipupshop.com before sending any item back. Returns sent without prior approval may not be accepted.

Please include:
- your full name;
- your order number;
- the item(s) you want to return; and
- the reason for the return.

8. Return Address
Approved returns must be sent to:

147-09 182nd St, Springfield Gardens, NY 11413, United States
Attn: Jason Wei
Tel: 347-849-3705

Please do not send returns to the shipping sender address unless we confirm that address in writing.

9. Refund Process
Once your return is received and inspected, we will notify you whether your refund is approved. If approved, your refund will be issued to your original payment method.

Refunds are processed within 20 days after approval. Please note that your bank or card provider may require additional time to post the refund to your account.

10. Order Cancellation
Orders may only be cancelled before they are processed or shipped. Because we process orders within 24 hours, cancellation requests must be submitted as quickly as possible to sales@lumipupshop.com.

Once an order has shipped, it can no longer be cancelled and must follow the return process described above, if eligible.

11. Refused Deliveries and Failed Delivery Attempts
If a package is refused or cannot be delivered due to an incorrect address provided by the customer, any refund may be reduced by the original shipping cost, return handling fees, or other charges incurred by the seller.

12. Contact Us
If you have any questions about this Refund Policy, please contact:
Lumipup
Email: sales@lumipupshop.com