Refund and Returns Policy

Return and Refund Policy for Lumfi.cloud

Last Updated: 06/2025

Thank you for shopping at Lumfi.cloud. We want you to be completely satisfied with your style, beauty, and care product purchases. Please read our policy carefully to understand your options and requirements.

1. Returns Eligibility & Timeframe

✅ Acceptable Returns:

  • Unopened & Unused Products: We accept returns for most new, unopened, and unused items in their original, undamaged packaging within 30 days of the delivery date.

  • Damaged/Defective/Incorrect Items: We accept returns for products that are damaged, defective, or incorrect (we sent the wrong item) upon delivery. Please contact us within 7 days of delivery to report such issues.

❌ Non-Returnable Items (STRICTLY NOT ACCEPTABLE):

  1. Damaged Packaging: Products with broken, torn, crushed, or severely damaged outer packaging upon arrival.

  2. Opened & Used Products: For hygiene and safety reasons, we cannot accept returns for any beauty, skincare, or haircare products that have been opened, used, or tested.

  3. Missing Video Proof: Returns for damaged/defective items without valid unboxing video evidence (see Section 4 for requirements).

  4. Final Sale Items: Products marked as “Final Sale” or “Non-Returnable.”

  5. Gift Cards: Physical or digital gift cards.

  6. Late Returns: Any item returned more than 30 days after delivery.

2. Mandatory Unboxing Video Requirement

To process any claim for damaged, defective, or incorrect items, you must provide clear video evidence during the unboxing. Without this proof, we cannot accept returns or exchanges.

📹 Video Requirements:

  • Continuous Recording: Uninterrupted video from the moment you receive the package.

  • Show Package Condition: Clearly show the external package condition before opening.

  • Show Seals/Labels: Display all security seals, labels, and packaging integrity.

  • Open Package on Camera: Open the package while recording to show the internal contents.

  • Show Product Damage: Clearly display the damaged/defective/wrong item in detail.

  • Include Order Details: Show your packing slip with order number visible in the video.

  • File Format: Send as MP4, MOV, or AVI file (under 50MB) or share via Google Drive/WeTransfer link.

NO VIDEO PROOF = NO RETURN/EXCHANGE. This policy protects both customers and our business from false claims.

3. Return Process & Instructions

Step 1: Request Return Authorization (Within 7 Days for Damaged Items)

  • Do NOT ship items back without authorization.

  • Email contact@lumfi.cloud with:

    • Your order number

    • Reason for return

    • Attach your unboxing video (for damaged/defective claims)

  • We will review within 2 business days and issue a Return Authorization (RA) number if eligible.

Step 2: Package & Ship Your Return

  • Pack items securely in original packaging

  • Include all accessories and free gifts

  • Write your Order Number and RA Number on the package

  • Return shipping charges are ALWAYS the customer’s responsibility, even for damaged items

  • Use trackable shipping with insurance (we’re not responsible for lost returns)

4. Refund Process

Approved Returns:

  • Refunds processed within 5-10 business days after we receive and inspect the return

  • Refund issued to original payment method

  • Original shipping charges are NON-REFUNDABLE

Denied Returns (No Refund):

  • Items without required unboxing video proof

  • Items with broken/torn packaging (as mentioned in Section 1)

  • Items not in original condition

  • Late returns (>30 days)

5. Important Conditions Summary

 
 
Condition Return Accepted? Video Required? Shipping Paid By Refund Includes
Unopened, change of mind ✅ Yes ❌ No Customer Product cost only (no shipping)
Damaged/Defective with video proof ✅ Yes ✅ YES Customer Full product cost
Damaged/Defective NO video proof ❌ NO ❌ Failed requirement N/A No refund
Broken/torn packaging ❌ NO N/A N/A No refund
Used/opened product ❌ NO N/A N/A No refund

6. Exchanges

We do not offer direct exchanges. To get a different item:

  1. Return the original product for a refund (if eligible)

  2. Place a new order on our website

7. Special Note on Beauty Product Safety

Due to the personal nature of beauty and care products:

  • Test products carefully before full use

  • Check for allergies with a small patch test

  • Once a seal is broken or product is used, it cannot be returned for any reason

  • This is for the health and safety of all our customers

8. Contact Information

For all return requests and questions:

Lumfi.cloud Customer Service
Email: contact@lumfi.cloud
Response Time: 1-2 business days
Subject Line: “Return Request – Order #[Your Order Number]”