Return policy
Return Policy - Lumeorea
At Lumeorea (operated by LINK BRIDGE COMMERCE & TRADING LIMITED), we want you to be completely satisfied with your purchase. This Return Policy outlines the terms and conditions for returning or exchanging products purchased from our website www.lumeorea.com, applicable to all customers in Europe and America.
By placing an order with us, you agree to comply with the terms of this Return Policy. Please read these terms carefully before initiating a return or exchange.
1. Eligibility for Returns & Exchanges
To be eligible for a return or exchange, the following conditions must be met:
- The return request must be initiated within 30 calendar days from the date you receive your order.
- The product must be in its original condition: unused, unwashed, with all original tags and packaging intact (no signs of wear, damage, or alteration).
- All returns must include the original order number and a brief explanation of the reason for return (e.g., size mismatch, product defect, change of mind).
- Customized or personalized products are non-returnable and non-exchangeable, unless they arrive damaged or defective.
2. How to Initiate a Return
To start a return or exchange, please follow these steps:
- Contact our customer service via email at wayne@hashlog.ai, providing your order number, product details, and reason for return.
- Our team will review your request within 2-3 business days and send you a Return Authorization (RA) number, along with detailed return instructions (including the return address).
- Package the product securely, include the RA number inside the package, and ship it back to us using a trackable shipping method. Please keep the shipping tracking number for your reference.
3. Shipping Costs for Returns
- If the return is due to a product defect, wrong item, or size error on our part, we will cover the return shipping costs. Please provide the shipping receipt, and we will reimburse the reasonable shipping fee.
- If the return is due to change of mind, size mismatch (ordered the wrong size), or personal preference, you will be responsible for all return shipping costs. Shipping costs are non-refundable.
4. Refund & Exchange Processing
Once we receive and inspect your returned product (typically within 5-7 business days of delivery to our warehouse), we will process your refund or exchange:
- Refunds: Approved refunds will be issued to your original payment method. Please allow 5-10 business days for the refund to reflect in your account (processing time may vary by payment provider).
- Exchanges: If you request an exchange (e.g., different size or color), we will ship the new product to you once the returned item is inspected and approved. No additional shipping fee will be charged for exchanges, unless the new product has a higher value (you will be notified of any additional cost).
5. Damaged or Defective Products
If you receive a damaged, defective, or incorrect product, please contact us within 7 calendar days of delivery. Provide photos/videos of the damage/defect and your order details, and our team will arrange a free return and either a full refund or a replacement, at your choice.
6. Non-Returnable Items
The following items are non-returnable and non-exchangeable, unless they arrive damaged or defective:
- Products that have been used, washed, or altered.
- Customized or personalized items.
- Items without original tags or packaging.
7. Changes to This Return Policy
We may update this Return Policy from time to time to adapt to business changes or legal requirements. The updated policy will be posted on our website, and the effective date will be indicated at the end. Your continued use of our services after the update constitutes your acceptance of the revised policy.
8. Contact Us
If you have any questions, concerns, or need assistance with a return/exchange, please contact us:
Company Name: LINK BRIDGE COMMERCE & TRADING LIMITED
Email: wayne@hashlog.ai
Website: www.lumeorea.com
Effective Date: April 23, 2026