Return & Exchange

Returns (exchanges or refunds) are accepted if the item is returned within 3 days of the order being placed. Please note the following terms before submitting a request for an exchange or return:

• Returns are only accepted if the item has not been opened and is complete with the original attached label.

• Returns for liquid products are only accepted if the item is leaking. Damage caused by external factors is not the responsibility of Lumier.

• Items purchased through the website, offline store, or Lumier WhatsApp are eligible.

• Items purchased at a discounted price or during promotions cannot be exchanged or returned.

• Exchanges can be made for the same item, another item of the same price, or an item with a higher or lower price. If you exchange for an item with a lower price, the price difference is non-refundable.

• Lumier does not accept complaints without proof. Before opening the package, you are required to record a clear, continuous unboxing video and take several photos to support the return or exchange claim process.

• Each item can only be exchanged once.

• Lumier does not provide pick-up services for returns or exchanges.

• Lumier reserves the right to refuse returns or exchanges from any transaction even if all the conditions above are met.

How to process a return or exchange:

1. If the received item meets all the requirements for return or exchange, enter your order number and email address, then select the problematic product.

2. Choose the solution for your issue (return or exchange).

3. Select the shipping method to send your item back to the Lumier warehouse.

4. Choose one of the refund methods.

5. You will receive a return summary including the solution for each returned product.

6. Once the returned item arrives at the Lumier warehouse, our team will verify whether the returned product is acceptable.

7. If exchanging, our team will prepare a new order according to your request.

Return/Exchange Procedure for International Orders:

• If the return or exchange is caused by our negligence, we will be responsible for shipping costs and customs fees.

• If the return or exchange is caused by the buyer’s negligence, shipping costs and customs fees will be the buyer’s responsibility.

For more information about our return and exchange policy, please contact us via WhatsApp at 08118899444.

Does the product you want to exchange meet all the criteria above? If yes, please click the button below and follow the instructions.