Last updated: 29 September 2026

At LUMORA, we want you to feel confident about every piece you bring into your space. If something is not quite right, we are here to help.

This Returns & Refunds Policy applies to orders delivered to customers in the United States.

1. Product Pricing & Shipping

Our current standard product prices are:

• Short / Cube Model: $99.90
• Tall / Rectangle Model: $139.90

Shipping policy:

• Orders of $180 or more: Free Shipping
• Orders below $180: $30 Shipping Fee

Applicable product prices, discounts and shipping charges will be clearly displayed during checkout before payment.

Prices and shipping charges applicable at the time the order is placed will apply to that order.

2. 30-Day Return Policy

For eligible standard products, LUMORA offers a 30-day return period from the date your order is delivered.

To be eligible for a return:

• The product must be returned within 30 days of delivery.
• The product must be in its original condition.
• The product should include original packaging, accessories, components and instructions where possible.
• The product must not show excessive use, damage, modification, or unauthorized disassembly.

Products should only be handled as reasonably necessary to inspect their appearance, condition and functionality.

3. Return Eligibility

Eligible return requests include:

• Change of mind
• Product does not meet your expectations
• Incorrect product selection

Before returning any item, please contact our Customer Service team first.

Do not send products back without receiving return instructions from LUMORA.

4. Return Shipping Costs

For eligible returns, LUMORA will provide return shipping support and cover reasonable return shipping costs.

Please contact us before arranging a return shipment.

We will provide the correct return instructions and return address.

Returns may be sent to our designated return address in China or another location provided by LUMORA.

Products returned without prior approval may experience delays in processing.

5. Damaged, Defective, Incorrect or Missing Items

If your product arrives:

• Damaged
• Defective
• Incorrect
• Missing components

please contact us as soon as possible after delivery.

Please provide:

• Order number
• Description of the issue
• Clear photos or videos showing the problem

This information helps us quickly investigate the issue and provide the appropriate solution.

Depending on the situation, LUMORA may provide:

• Replacement parts
• Product replacement
• Repair assistance
• Refund

For products damaged during delivery or defective due to manufacturing issues, LUMORA will cover reasonable return or replacement costs.

6. Custom & Personalized Products

LUMORA offers customized lighting solutions, including:

• Custom colors
• Custom dimensions
• Personalized designs
• Logos
• Engraving
• Other made-to-order modifications

Customized products are created specifically according to customer requirements.

Therefore, customized or personalized products cannot normally be returned or refunded due to a change of mind.

This does not affect your rights if the product is:

• Defective
• Damaged
• Incorrect
• Different from the agreed specifications

7. Order Cancellation

If you wish to cancel an order, please contact us as soon as possible.

We will make reasonable efforts to cancel your order before production or shipment begins.

If an order has already entered production or shipping, cancellation may no longer be possible.

Customized orders cannot normally be cancelled after the design has been confirmed or production has started.

8. Exchanges

LUMORA does not currently offer direct exchanges.

If you would like a different:

• Size
• Color
• Product style

please return the eligible product according to this policy and place a new order.

9. Refund Processing

Once your returned product has been received and inspected, we will notify you of the refund result.

Approved refunds are normally processed within:

5–10 business days

Refunds will be issued to your original payment method.

Payments made through PayPal will be refunded to the original PayPal account used during checkout.

Please note that your bank or payment provider may require additional processing time before funds appear in your account.

10. Refund Conditions

Refund amounts are based on the actual amount paid for the returned product.

If a product was purchased with a discount or promotion, the refund amount will reflect the discounted purchase price.

Shipping fees are handled according to the conditions of the return.

11. Products Not Eligible for Return

Returns may not be accepted for products that:

• Have been significantly used
• Have installation damage
• Have scratches or physical damage caused by the customer
• Have been modified
• Are missing important components
• Are customized products without defects

12. How to Request a Return

Before returning any product, please contact:

LUMORA Customer Service

Email:

caisir12138@gmail.com

Please include:

• Order number
• Name or email used for purchase
• Product name
• Reason for return
• Photos or videos if applicable

Our Customer Service team will review your request and provide the next steps.

13. Contact Us

If you have any questions regarding returns, refunds, damaged products or customized orders, please contact us:

LUMORA Customer Service

Email:

caisir12138@gmail.com

We will be happy to assist you.