Refund & Return Policy

Last updated: 05th October 2026

At Lumiwood, we want you to shop with complete confidence. If you are not fully satisfied with your purchase, we are here to help.

1. 90-Day Return Policy

We voluntarily offer a 90-day return policy, allowing you to request a return within 90 calendar days from the date your order is delivered.

This policy is offered in addition to any mandatory consumer rights that may apply under the laws of your country or region. Where local consumer protection laws provide greater rights, those rights will prevail.

2. Return Eligibility

To qualify for a return, the item must:

• Be in its original condition.

• Be unused or show only the minimum handling necessary to inspect the product.

• Include all original accessories, packaging, manuals, and inserts where applicable.

• Be free from damage caused by misuse, negligence, or improper handling.

• Be accompanied by proof of purchase (order confirmation or receipt).

We reserve the right to refuse returns that do not meet these conditions where permitted by applicable law.

3. How to Request a Return

To request a return, please contact our customer support before sending any item back.

Email: lumiiwood@outlook.com

Please include:

• Your order number

• Your full name

• The reason for the return

• Photos (if the item is damaged, defective, or incorrect)

Returns sent without prior authorization may be refused.

Our support team will provide the appropriate return instructions and, where applicable, the return shipping address.

4. Return Shipping Costs

Unless the item is defective, damaged, incorrect, or local law provides otherwise:

• Customers are responsible for return shipping costs.

• Original shipping charges are non-refundable unless required by law.

• We recommend using a tracked shipping service, as we cannot be responsible for returns lost during transit.

5. Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery.

If your item arrives:

• damaged,

• defective,

• incomplete, or

• different from what you ordered,

please contact us within 7 days of delivery and include clear photographs of the issue.

Once verified, we will, at our discretion and where appropriate:

• send a replacement,

• repair the issue,

• provide a partial refund, or

• issue a full refund.

6. Exchanges

We do not offer direct exchanges.

If you wish to receive a different product, color, or variation, please request a return (if eligible) and place a new order separately.

7. Non-Returnable Items

Unless required by applicable law, we cannot accept returns for:

• Personalized or custom-made products.

• Gift cards.

• Digital products or downloadable content.

• Perishable goods.

• Health, hygiene, or personal care products once opened.

• Products that cannot be resold for hygiene or safety reasons after opening.

• Hazardous materials or flammable products.

• Clearance or final sale items marked as non-returnable where permitted by law.

8. Used Products

Customers may inspect products as they would in a physical retail store.

If an item shows signs of use beyond what is reasonably necessary to determine its nature, characteristics, or functionality, we reserve the right, where permitted by law, to reduce the refund amount to reflect any loss in value.

9. Order Cancellations

Orders may be cancelled before shipment.

Once an order has been processed or shipped, it cannot be cancelled. In such cases, the customer must follow the return procedure after receiving the order if eligible.

10. Refused Deliveries & Incorrect Addresses

Customers are responsible for providing accurate shipping information.

If a package is:

• refused,

• unclaimed,

• returned due to an incorrect or incomplete address provided by the customer, or

• returned because delivery attempts were unsuccessful,

any shipping, return shipping, customs, handling, or carrier fees incurred may be deducted from the refund where permitted by law.

11. Lost Packages

If a shipment appears to be lost, please contact us.

We will work with the shipping carrier to investigate the matter before issuing any replacement or refund.

Packages confirmed as lost by the carrier will be refunded or replaced.

12. Customs Duties & Import Taxes

International customers are responsible for any customs duties, import taxes, VAT, brokerage fees, or similar charges imposed by their country's authorities unless otherwise stated at checkout.

These governmental charges are generally non-refundable.

13. Refund Process

Once your return has been received and inspected, we will notify you of the outcome.

If approved:

• Refunds will be issued using the original payment method.

• Processing generally occurs within 10 business days after approval.

• Financial institutions may require additional time before funds appear in your account.

14. Fraud Prevention

We reserve the right to refuse returns, refunds, or exchanges where fraudulent activity, abuse of our policies, or suspicious purchasing behavior is reasonably suspected, in accordance with applicable law.

15. Force Majeure

We shall not be liable for delays or failures caused by circumstances beyond our reasonable control, including but not limited to natural disasters, pandemics, strikes, customs inspections, governmental actions, transportation disruptions, or carrier delays.

16. Consumer Rights

Nothing in this policy limits or excludes any mandatory consumer rights granted under the laws applicable in the customer's country or state of residence.

Where mandatory local consumer protection laws provide rights that differ from this policy, those laws shall prevail to the extent required.

17. Contact Information

If you have any questions regarding this Return & Refund Policy, please contact us:

Email: lumiiwood@outlook.com

Business Name: Lumiwood

Business Address: Av. Pont de la Tosca nº10 Andorra la Vella