At Lumiswood, we want you to feel confident and satisfied with every purchase. We carefully select natural wood materials and craft each product with attention to detail.
If something isn’t right with your order, we’re here to help. Please review our Returns & Refunds Policy below.
1. Order Cancellation
We accept order cancellation requests before an order has been shipped.
Once your order has been shipped, it can no longer be canceled. However, you may be eligible to request a return in accordance with our return policy.
To request an order cancellation, please contact us as soon as possible at info@lumiswood.com, providing your order number.
2. 7-Day Damaged or Defective Product Guarantee
Your satisfaction matters to us. If your product arrives damaged, defective, or not functioning as intended, please contact our customer support team within 7 days of receiving your order.
After reviewing your request, we will provide instructions for the return or replacement process.
Depending on the circumstances, you may choose one of the following solutions:
- Free Replacement: We will send you a replacement product at no additional product cost.
- Full Refund: You may choose to receive a full refund for the affected product.
If the product is confirmed to have arrived damaged or defective, Lumiswood will also reimburse reasonable return shipping costs in accordance with our return instructions.
Important Notes
- Photo or Video Evidence: Before authorizing a return or replacement, we may ask you to provide clear photos or videos showing the damaged or defective product, along with its original packaging. Please ensure the images are well-lit and clearly show the issue.
- Return Shipping Reimbursement: If our team confirms that the product arrived damaged or defective, eligible return shipping costs will be reimbursed upon receipt of a valid shipping receipt. Reimbursement will be based on the actual reasonable return shipping cost.
- Return Authorization: Please contact our support team and obtain return authorization before sending any product back. Returns sent without prior authorization may not be accepted.
- Approved Shipping Methods: Returned products must be shipped using the return method or shipping instructions provided by Lumiswood.
- Product Assessment: If our inspection determines that the reported issue does not qualify as a manufacturing defect or shipping damage, return shipping costs may not be reimbursed.
3. 15-Day Return Guarantee for Unused Items
We understand that sometimes a product may not be exactly what you expected. That’s why Lumiswood offers a 15-day return guarantee for eligible unused items.
If you are not completely satisfied with your purchase, you may request a return within 15 days of receiving your order, provided that the following conditions are met:
- The product must be unused and in its original condition.
- The product must be returned with its original packaging, accessories, and included components.
- The product must not show signs of wear, damage, alteration, or modification caused after delivery.
- Proof of purchase or a valid order number must be provided.
Once your returned item has been received and inspected, we will notify you of the refund approval status.
Refund Details
- Approved refunds will cover the purchase price of the returned product.
- Original shipping fees are non-refundable for returns due to personal preference or change of mind.
- Customers are responsible for return shipping costs unless the return is due to a confirmed product defect or an error on our part.
- Refunds are generally processed within 7 business days after the returned item has been received and approved.
- The time it takes for the refund to appear in your account may vary depending on your payment provider or bank.
4. Natural Wood Product Characteristics
At Lumiswood, we celebrate the natural beauty of real wood.
Because our products are crafted from natural wood, each piece has its own unique grain patterns, colors, and textures. Slight variations in wood grain, shade, and natural markings are normal characteristics of genuine wood and are not considered product defects.
These natural differences are part of what makes every Lumiswood piece unique.
However, if your product arrives with significant damage or a quality issue that affects its intended use, please contact our support team for assistance.
5. How to Request a Return or Refund
To start a return, replacement, or refund request, please follow these steps:
- Contact our customer support team at info@lumiswood.com.
- Include your order number and a brief explanation of the issue.
- Attach clear photos or videos if your product is damaged or defective.
- Wait for our support team to review your request and provide return instructions.
- Once the returned item has been received and inspected, we will process the applicable refund or replacement.
Please do not send any products back before receiving return authorization and instructions from our team.
6. Contact Us
If you have any questions about returns, refunds, or exchanges, we’re always happy to help.
Email: info@lumiswood.com
Website: https://www.lumiswood.com
At Lumiswood, we appreciate your trust and support. Thank you for choosing natural wood craftsmanship.