Refund policy

Lumivel Case – Refund & Return Policy

At Lumivel Case, we strive to deliver premium quality products to our global customers. Because our items are thoroughly inspected before dispatch, we enforce a strict but fair refund policy.

We offer a 14-day (2-week) return window from the date your package is delivered. To qualify for a refund or exchange, your request must meet the specific criteria outlined below.

1. Eligibility & "Good Reason" Requirement

We do not accept arbitrary returns or "change of mind" requests once an order has shipped. To initiate a refund, you must provide a valid, verifiable reason.

What qualifies as a valid reason:

  • Manufacturing Defects: The product arrived broken, non-functional, or with clear structural flaws.

  • Incorrect Item: You received the wrong color, size, or model than what was specified in your order confirmation.

  • Lost in Transit: The carrier officially confirms the package was lost (outside of standard international shipping delays).

What does NOT qualify:

  • Clear signs of user-inflicted wear and tear, accidental drops, or deliberate damage.

  • Ordering the wrong model or size by mistake (please double-check your device compatibility before checkout).

  • Shipping delays caused by customs clearance or courier backlogs outside of our direct control.

2. Condition of the Item

To be eligible for a return, the item must be in the exact condition you received it:

  • Unused, undamaged, and in its original retail packaging.

  • Accompanied by the original receipt, invoice, or proof of purchase.

3. How to Initialize a Refund Claim

To start a claim, you must contact our support team within 14 days of delivery at [s46862944@gmail.com].

Please include the following in your email:

  1. Order Number (e.g., #LUMI1001)

  2. Clear photos and/or a short video clearly demonstrating the defect or the incorrect item received.

  3. A brief explanation of the issue.

Note: Do not send your purchase back to the sender address on the shipping label. We will provide a specific return warehouse address once your claim is approved. Unapproved returns will not be processed.

4. Shipping Costs

  • If the return is due to our error (defective or incorrect item), Lumivel Case will cover the cost of return shipping or issue a replacement at no extra charge.

  • For any other approved returns, the customer is responsible for paying their own return shipping costs. Shipping costs are strictly non-refundable. We highly recommend using a trackable shipping service, as we cannot guarantee that we will receive your returned item.

5. Processing and Inspections

Once your return is received and inspected by our team, we will send you an email notifying you that we have received your item and whether your refund has been approved or rejected based on its condition.

If approved, your refund will be processed automatically, and a credit will be applied to your original method of payment (e.g., Credit Card, PayPal) within 7–10 business days.