Refund policy

We want you to be satisfied with your purchase. Please read this policy carefully, as it applies to all orders placed with Lumen 76.

1. Return Period

1.1 You may request a return within 30 days of receiving your order.

1.2 To be eligible for a return:

• The item must be unused and in its original condition
• All original parts, tags, packaging, and accessories must be included
• The item must show no signs of washing, wear, alteration, or intentional damage
• Hygiene-related products must remain sealed and unused

1.3 We reserve the right to refuse returns that do not meet these conditions.

2. How to Request a Return

2.1 All returns must be approved in advance.

2.2 To initiate a return, email us at: info@lumen76.com

Please include:

• Order number
• Full name
• Shipping address
• Reason for return
• Clear photos (if item is damaged, defective, or incorrect)

2.3 Once approved, we will provide the correct return address.

2.4 Do not send items to the address listed on the package. Unauthorized returns may be refused.

3. Return Shipping

3.1 We do not offer free returns.

3.2 Customers are responsible for return shipping costs.

3.3 Returns must be shipped to our designated warehouse in China.

3.4 We strongly recommend using a trackable shipping method and keeping proof of shipment.

3.5 Lumen 76 is not responsible for lost return shipments without tracking confirmation.

4. Refunds

4.1 Refunds are processed only after the returned item has been received and inspected.

4.2 Refunds will be issued to the original payment method.

4.3 Refunds are processed within 7 business days after inspection.

4.4 Original shipping costs are non-refundable unless required by law.

4.5 If the returned item does not meet the return conditions outlined in Section 1.2, the refund may be refused.

5. Defective, Damaged, or Incorrect Items

5.1 You must contact us within 7 days of delivery if you receive a defective, damaged, or incorrect item.

Please provide:

• Order number
• Description of the issue
• Clear photographic evidence

5.2 If the issue is verified:

• We will send a replacement free of charge
• You will not be required to return the defective product

5.3 If no defect is found upon review, we reserve the right to refuse refund or replacement.

6. Exchanges

6.1 We do not offer direct exchanges.

6.2 If you wish to change an item (for example, wrong size or color), you must return the original item and place a new order.

6.3 In certain cases, at our sole discretion, we may offer an alternative solution where you may keep the original item and request a different size or variant by paying a reduced reshipping fee. This fee typically ranges between 30–40% of the original product price and covers handling and shipping costs. This option is not guaranteed and is subject to approval. Please contact our customer support team at info@lumen76.com to check whether this solution can be arranged for your order.

7. Order Changes & Cancellations

7.1 You may request cancellation within 24 hours of placing your order by contacting us via email.

7.2 Once an order has been processed or shipped, it can no longer be canceled or modified.

7.3 Please review your order details carefully before completing checkout.

8. Unclaimed Packages & Delivery Redirects

8.1 During high-volume periods or due to carrier limitations, packages may be redirected to a pickup location at the carrier’s discretion.

8.2 If a package is not collected within the carrier’s pickup window:

• It is returned to the local carrier depot
• Re-shipment may be requested by paying the original shipping cost
• If re-shipment is declined, the package is returned to our central warehouse

8.3 Once returned to our warehouse, you may choose:

Re-shipment
The item can be shipped again after payment of the shipping fee.

Partial Refund
You may cancel the order and receive 35% of the product price refunded.
This amount covers handling, storage, and logistics costs.
Shipping costs are non-refundable.

8.4 Unclaimed packages are not considered standard returns.

9. Lost or Undeliverable Packages

9.1 If a package is confirmed lost due to logistical issues or carrier error, we will send a replacement at no additional cost.

10. Important Information

• All returns require prior approval
• Return shipping costs are the responsibility of the customer
• Items must meet return eligibility conditions
• Refunds are issued only after inspection
• Unauthorized returns may be refused