Refund policy
Last updated: August 25, 2026
At LUMI, we want you to feel confident when shopping with us. If you are not completely satisfied with your purchase, you may request a return within 30 days of receiving your order, subject to the conditions outlined below.
Please read this Refund Policy carefully before making a purchase.
## 30-Day Return Policy
You have 30 days from the date you receive your order to request a return.
To be eligible for a return, the item must:
- Be returned in the same condition in which you received it.
- Be unused or only reasonably inspected.
- Include all original accessories, components, packaging, manuals, and any other items included with the product.
- Not show signs of misuse, intentional damage, excessive wear, modification, or improper handling.
- Be accompanied by proof of purchase or your order information.
Returns requested after the 30-day return period may not be accepted.
## How to Request a Return
To start a return, please contact us at:
**Email:** thecozypresent@gmail.com
Please include:
- Your full name.
- Your order number.
- The email address used to place the order.
- The reason for your return.
- Photos or videos of the item if the product arrived damaged, defective, or incorrect.
If your return is approved, we will provide instructions on how and where to send your package.
Please do not send products back without first contacting us and receiving return instructions.
Items returned without prior authorization may not be accepted.
## Return Shipping
Unless the product is damaged, defective, or incorrect due to an error on our part, customers are generally responsible for the cost of return shipping.
Original shipping charges, if any, are generally non-refundable unless required by applicable law or unless the return is the result of an error by LUMI.
We strongly recommend using a trackable shipping method when returning an item.
LUMI is not responsible for return packages that are lost, delayed, or damaged during return transportation before they are received by us or our designated return facility.
## Damaged, Defective, or Incorrect Items
Please inspect your order as soon as it arrives.
If your product arrives damaged, defective, or if you receive the wrong item, contact us as soon as possible at:
**thecozypresent@gmail.com**
Please include your order number and clear photos or videos showing the issue.
We will review your request and, if the issue is confirmed, we may offer an appropriate solution, which may include:
- A replacement.
- A refund.
- A partial refund.
- Another reasonable resolution depending on the circumstances.
If the issue was caused by an error on our part, we will provide return instructions when a return is necessary.
## Items That Cannot Be Returned
We may not accept returns for products that:
- Have been intentionally damaged.
- Have been altered or modified.
- Show excessive signs of use beyond reasonable inspection.
- Are missing important components or accessories.
- Are returned without required authorization.
- Are returned after the applicable return period.
- Were damaged due to misuse, neglect, improper storage, or failure to follow product instructions.
We reserve the right to inspect returned products before approving a refund.
## Refunds
Once we receive and inspect your return, we will notify you whether your refund has been approved.
If approved, the refund will be issued to your original payment method.
Please note that processing times may vary depending on your bank, credit card provider, payment processor, or financial institution.
After we issue a refund, it may take several business days for the funds to appear in your account.
We do not control the processing times of banks or payment providers.
## Partial Refunds
In certain situations, only a partial refund may be granted.
This may apply when:
- The returned product is not in its original condition.
- Parts or accessories are missing.
- The product shows signs of use beyond what is reasonably necessary to inspect it.
- The item has been damaged for reasons not caused by LUMI.
- The value of the product has been reduced due to the condition in which it was returned.
Any partial refund will be determined based on the condition of the returned item and applicable law.
## Exchanges
We do not guarantee direct exchanges.
If you would like a different color or replacement product, please contact us first.
Depending on the circumstances, we may ask you to return the original item and place a new order.
If the original product is defective, damaged, or incorrect, we will review the issue and provide an appropriate solution.
## Order Cancellations
If you need to cancel or change your order, please contact us as soon as possible at:
**thecozypresent@gmail.com**
We will try to assist you, but we cannot guarantee that an order can be canceled or modified once it has entered processing, fulfillment, or shipment.
If your order has already shipped, you may need to wait until it arrives and then follow our return process.
## Packages Marked as Delivered
If tracking information shows that your package was delivered but you cannot locate it, we recommend that you:
- Check around your property and delivery location.
- Ask household members or neighbors.
- Check with your building reception, front desk, or mailroom, if applicable.
- Contact the shipping carrier directly.
If the package still cannot be located, contact us at:
**thecozypresent@gmail.com**
We will review the situation and provide reasonable assistance where possible.
However, we cannot guarantee refunds or replacements for packages confirmed as delivered by the carrier, except where required by applicable law.
## Incorrect Shipping Address
Customers are responsible for providing a complete and accurate shipping address at checkout.
If you notice an error in your shipping address, contact us immediately.
We will make reasonable efforts to update the address before the order ships, but we cannot guarantee that changes can be made once processing has started.
LUMI may not be responsible for orders delivered incorrectly due to inaccurate or incomplete shipping information provided by the customer.
## Refused or Unclaimed Packages
If a package is refused, not collected, or returned to the sender due to circumstances outside our control, additional shipping or handling charges may apply.
If the package is successfully returned to us, we may issue a refund for the eligible product amount after deducting applicable shipping, handling, or return costs where permitted by law.
## Processing Time for Returns
After your returned item reaches us or our designated return facility, please allow a reasonable amount of time for inspection and processing.
Once the return has been reviewed, we will notify you of the outcome.
Approved refunds are typically submitted promptly, but the final time for the funds to appear in your account depends on your payment provider.
## Chargebacks and Payment Disputes
If you have a problem with your order, we encourage you to contact us before initiating a chargeback or payment dispute.
We will make reasonable efforts to resolve legitimate concerns regarding your order.
Submitting a chargeback does not automatically guarantee a refund and may result in the matter being handled through the applicable bank or payment provider's dispute process.
## Consumer Rights
Nothing in this Refund Policy is intended to limit or exclude any rights you may have under applicable consumer protection laws.
If the laws in your jurisdiction provide you with additional return, refund, cancellation, or warranty rights, those rights will continue to apply.
## Changes to This Refund Policy
We may update this Refund Policy from time to time to reflect changes to our business practices, legal requirements, or operational procedures.
When changes are made, we will update the "Last updated" date at the top of this policy.
## Contact
If you have any questions about returns, refunds, damaged items, exchanges, or cancellations, please contact us at:
**Email:** thecozypresent@gmail.com