Refund policy

Pre-Shipment Order Cancellation
Regardless of the reason for cancellation, if your order has not yet been processed for shipping or has not been dispatched, we provide full understanding and unconditional support. In such cases, a 100% full refund will be issued for the amount paid.

Returns and Exchanges Within the Authorized Return Period
For home and furniture products purchased on our platform, customers may request a return or exchange within 21 days of receiving the product, provided that the return/exchange requirements are met. Eligible requests may be processed as either a refund or a product replacement.

Defective Products or Order Errors
If the received furniture product is damaged (for example, cracks in wooden furniture components that affect usability) or if we made an error in fulfilling your order (such as sending the wrong model, color, or size), you may request a full refund or an exchange depending on the specific situation.

Return and Exchange Requirements
Products must be brand new and unused, with no signs of wear, stains, or damage.

It is recommended to retain the original packaging, as it helps protect the product during return shipping. If the original packaging is not available, the customer must ensure that the product is properly secured and protected for transportation.

All accessories, user manuals, warranty cards, and related items must be returned together with the product.

Product labels must remain intact and must not be removed or damaged.

Return or Exchange Application Procedure

Initial Request
Customers should preferably submit a request via email, including the order number (a key identifier for the order) and a clear explanation of the reason for the request (such as dissatisfaction with design, incompatibility with home décor style, or quality-related issues). A detailed explanation helps our team process the request more efficiently.

System Verification
Our service and verification team will receive and review the request via email or phone. A thorough verification process will be conducted, including:

  • Confirming order authenticity by cross-checking system logs and payment records
  • Verifying purchase date to ensure it falls within the eligible return period
  • Evaluating whether the product meets return eligibility conditions (product condition, actual defects, etc.)

Return of Product (If Approved)
If your request is approved, we will notify you via email or phone and provide the return address. Please ensure that:

  • The product is properly packaged with protective materials to prevent further damage during transit
  • A return/exchange form is included with the package, containing the order number, product details, and reason for request
  • A tracked shipping service is used so that the return shipment can be monitored

A return label is included in each package; customers are advised to use this label to complete the return or exchange process. If the return label is missing or unusable, please contact customer service for assistance.

Refund Processing
After receiving the returned product, our team will inspect it to confirm eligibility. If approved, refunds will be issued using the same payment method used for the original purchase.

Refund Method and Timeline
Estimated Processing Time: Refunds will be processed within 1–5 business days.
Refund Method: Refunds will be issued to the original payment method used at the time of purchase, ensuring secure and traceable transactions.

Cost Policy
Customer-Initiated Returns: Shipping costs are the responsibility of the customer. It is recommended to use a tracked shipping service and retain proof of shipment.

Store Error or Manufacturing Defect: We will cover all return shipping costs and ensure a full refund or free replacement. The return label provided with the product will cover applicable shipping costs under eligible conditions.

Customer Damage or Non-Compliance: Returns or exchanges will not be accepted if the product has been damaged by the customer, if the original packaging is missing, or if the product is not in resaleable condition.

Contact and Assistance
If you have any questions or require assistance regarding returns or exchanges, please feel free to contact us through the following channels:

Phone: +1 (307) 660-2776
Email: service@lumivillae.com
Address: 402 S Osborne Ave, Gillette, WY 82716, United States
Business Hours: Monday to Friday, 9:00 AM – 6:00 PM (Central Time, USA)