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Return & Refund Policy
Return items
You may return products sold by Lumens Factory no more than 14 days of receipt of your order (based on the delivery record). If you receive a damaged or defective item, please email us your personal details, transaction date & the product condition (e.g. pictures, or goods returned to us). These damaged/defective items must be returned to us securely packaged and wrapped. We recommend that you send your return via a reliable carrier and we are not responsible for lost returns. After we received the product, we will examine and test the defective item(s). Upon pre-approval of Lumens Factory, we will also pay the returned shipping fee if the return is a result of our error. Please note that we do offer exchanges only if you received a damaged, defective, or incorrect product.
We will arrange to re-send the product in the same form of shipping method originally used for purchase without extra delivery charge. The return shipping fee will also be refunded to your paypal account.
If the product was sold out, we will refund the value of product in the same form of payment originally used for purchase.
All products are checked for quality before dispatch. Whilst we use our best efforts to ensure that the product is delivered to you in a perfect condition, the product may be damaged in the delivery process. Should this happen please return the damaged or incorrect products by following our Return Procedures.
Non-returnable items
We DO NOT ACCEPT returns of certain products, including:
Any product that is returned more than 14 days after receipt.
Any product that has been opened or used (such as taken out of its plastic wrap or box).
Any product that is not in its original condition, is missing parts, or is damaged.
Any discount, clearance or sales product that Lumens Factory.com has already stated non-returnable.
Any samples and free gift product.
In the event of dispute, Lumens Factory reserves the final decision on all matters concerning return and refund policy.
Refund policy
Please note that before providing a refund for any returned product we will first verify its condition. All non-returnable items will neither receive refund nor return to you.
We regret that we do not refund original shipping fees with the return. We can only refund the total value of products.
Refund timeline
We will notify you by email about your refund once we have received and processed the returned product. Refund will be in the same form of payment originally used for purchase. It takes up to 3 to 4 weeks for credit card issuer to process your credit back to your account.
Return procedures
You can pack and send your return to us in just a few simple steps:
- Email us with your personal details, transaction date & the product condition. Indicate returned products and the reason for your return.
- Pack the returned products along with our acknowledgement email securely in a box or take and email a picture that we can expedite your request.
- Send the returning items by mail to: Lumens Factory, Room 1203, 12/F, Fu Hang Industrial Building, 1 Hok Yuen Street, East, Hunghom, Kowloon, Hong Kong.
- All return shipping fee must be prepaid. We cannot accept COD returns.
Undeliverable orders
Occasionally orders are returned to us due to incorrect address, a PO Box and hotel address, failed delivery attempts or refused by recipient.
When the delivery agent returns an undeliverable package to us, we issue will issue a refund by deducting the original shipping fee of the value of products. There will not be any re-stocking fee.
We can re-ship orders that are returned to us as undeliverable or unclaimed. However, customers will be charged the original shipping fee again for resending the shipment.
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