Return and exchange policy
Return & Refund Policy
Order Cancellation Before Shipment
If you decide to cancel your order before it has entered the shipping process or been dispatched from our warehouse, you may do so free of charge, regardless of the reason for cancellation. Eligible orders will receive a full refund of the amount paid through the original payment method.
Returns and Exchanges Within 21 Days
Customers may request a return or exchange within 21 days of receiving eligible furniture products purchased through our website. Requests that satisfy the requirements outlined in this policy may qualify for either a refund or a replacement product, depending on the circumstances.
Incorrect, Damaged, or Defective Products
If your order arrives with manufacturing defects, shipping damage that affects normal use, or if you receive an incorrect product due to our fulfillment error (including the wrong model, color, or size), please contact us promptly. After verification, we will arrange an appropriate solution, which may include a replacement or a full refund.
Return Eligibility
To qualify for a return or exchange, the following conditions must be met:
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The product must remain unused, clean, and in new condition without signs of wear, misuse, stains, or damage.
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Whenever possible, the original packaging should be used to protect the product during transportation. If the original packaging is unavailable, customers are responsible for ensuring that the item is securely packaged to prevent shipping damage.
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All included accessories, instruction manuals, warranty documentation, hardware, and other accompanying items must be returned together with the product.
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Original labels, tags, and identification markings must remain attached and undamaged.
How to Request a Return or Exchange
Step 1 – Contact Customer Service
To begin the process, please contact our customer support team by email. Include your order number together with a detailed explanation of your request, such as product quality concerns, incorrect shipment, compatibility issues, or other reasons for the return. Providing complete information helps us process your request more efficiently.
Step 2 – Request Review
Once your request has been received, our support team will review the information and may contact you by email or telephone if additional details are required.
During the review process, we may verify:
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The authenticity of the order using our internal records.
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Whether the request falls within the applicable return period.
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The condition of the product and whether it satisfies the return requirements outlined in this policy.
Step 3 – Return Authorization
If your return request is approved, we will provide detailed return instructions, including the return shipping address.
Before sending the package, please ensure that:
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The product is carefully packed using appropriate protective materials.
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A note containing your order number, product information, and reason for the return or exchange is enclosed inside the package.
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A shipping service with tracking information is used so the return shipment can be monitored throughout transit.
A prepaid return label is included with eligible orders. If your return label is missing, damaged, or cannot be used, please contact our customer support team for further assistance before returning the product.
Inspection and Refund Approval
After your returned item arrives at our designated facility, it will undergo an inspection to verify compliance with this Return & Refund Policy. Once the inspection has been successfully completed and the return has been approved, your refund will be initiated.
Refund Method and Processing Time
Processing Time
Approved refunds are generally completed within 1–5 business days after the returned product has passed inspection.
Refund Method
All refunds will be credited to the same payment method used for the original purchase whenever possible.
Return Shipping Costs
Customer-Initiated Returns
If the return is requested for personal reasons, such as a change of preference or purchasing decision, the customer is responsible for the return shipping costs. We recommend using a shipping service that includes tracking and retaining the shipping receipt until the refund process has been completed.
Returns Caused by Our Error
If the return is the result of an incorrect shipment, manufacturing defect, or product damaged before delivery, we will assume responsibility for the applicable return shipping costs. Depending on the situation, we will arrange either a full refund or a replacement product at no additional cost.
Non-Eligible Returns
Returns or exchanges cannot be accepted if the product has been damaged through improper use, shows signs of misuse or excessive wear, is missing essential components or original labels, or cannot reasonably be restored to resaleable condition.
Contact Us
If you need assistance with a return, exchange, or refund request, please contact our customer support team.
Phone: +1 (307) 660-2776
Email: service@lumivillae.com
Address: 402 S Osborne Ave, Gillette, WY 82716, United States
Business Hours: Monday–Friday, 9:00 AM–6:00 PM (Central Time, USA)