Refund Policy

At Lumiizen, we take care to prepare and deliver every order properly. Please read this Refund Policy before placing an order or completing payment through our checkout. This policy explains when a refund request will not be accepted, how damaged parcel cases are reviewed, and what supporting evidence is required for missing item claims.

1. All Sales Are Final

Goods sold are not refundable. Once an order has been confirmed, paid for, or delivered, we do not accept refunds, returns, or exchanges due to change of mind, incorrect selection, duplicate purchase, personal preference, or any reason unrelated to a verified order issue.

Customers are responsible for checking product selection, quantity, delivery details, and payment amount before confirming checkout. Completion of payment means the customer has reviewed and accepted the order details shown at checkout.

2. Damaged or Order Issue Cases

If your item arrives damaged, defective, or there is another issue with your order, please contact us as soon as possible by email at info@lumiizen.com. Please include your order number or checkout reference, clear photos of the item and parcel, and a short description of the issue so our team can review the case accurately.

• Keep all original packaging, labels, wrapping, and parcel materials until the case is closed.
• Do not dispose of damaged items or packaging before our team completes the review.
• Submit your case promptly after receiving the parcel so delivery evidence is still fresh.

3. Missing Item Claims

For any missing item claim, customers must provide a clear video recording of the parcel unboxing from the unopened condition until all items are removed and shown. The video should show the parcel label, outer packaging, inner packaging, and all items received in one continuous recording where possible.

Missing item claims without a video recording of the unboxing may be declined because we may not be able to verify whether the item was missing before, during, or after the parcel was opened.

4. Review of Cases

Each damaged item or order issue case will be reviewed by our team. Where appropriate, we may request additional information before deciding the next step. Any replacement, credit, or other resolution is subject to our review and approval.

Submitting a case does not automatically guarantee a refund, replacement, credit, exchange, or compensation. Decisions are made based on the information provided, order records, delivery details, product condition, and any supporting photos or videos submitted by the customer.

5. Approved Resolutions

If a case is approved after review, Lumiizen may offer a replacement, store credit, corrected shipment, or other reasonable resolution depending on the nature of the issue and item availability. Refunds are not provided as a default remedy and remain subject to our review and approval.

6. Contact

For refund policy questions or order issue support, please contact: