Return and Exchange Policy

We are committed to ensuring a smooth and satisfactory shopping experience. If you have any questions or need assistance regarding returns or exchanges, please feel free to contact our customer service team at any time.

Below is a detailed explanation of our return and exchange policy.

1. Order Cancellation Before Shipment

Regardless of the reason for cancellation, if your order has not yet been processed and shipped, we fully understand your request and provide unconditional support. In such cases, you will receive a 100% full refund of the amount paid.

2. Returns and Exchanges Within the Authorized Period

For home goods purchased on our platform, you may request a return or exchange within 21 days of receiving your order, provided that all return and exchange requirements are met. Eligible customers may request either a refund or an exchange depending on their preference.

3. Product Defects or Order Errors

If the received product is damaged (for example, cracks in wooden furniture components that affect usability) or if we made an error in your order (such as sending the wrong model, color, or size), you are entitled to request either a full refund or a replacement depending on the situation.

4. Return and Exchange Requirements

All returned items must meet the following conditions:

The product must be in brand new and unused condition, with no signs of wear, stains, or damage.

Original packaging is strongly recommended as it helps protect the product during return shipping. If the original packaging is unavailable, the customer must ensure the item is securely and properly packaged to prevent damage during transit.

All accessories, user manuals, warranty cards, and any related items must be included in the return package.

Product labels must remain intact and must not be removed or damaged.

5. Return or Exchange Application Procedure

Initial Request:
Customers are encouraged to submit their return or exchange request via email, including the order number (a key identifier for locating your order) and a clear explanation of the reason for the request (such as dissatisfaction with design, incompatibility with interior style, or quality concerns). A detailed explanation helps our team process your request more efficiently.

System Verification:
Our customer service and verification team will review your request via email or phone. A thorough evaluation will be conducted, including confirmation of order authenticity by cross-checking system records and payment data, verification of purchase date to ensure it falls within the return window, and assessment of whether the product meets return eligibility conditions (including product condition and reported defects).

Return of Product (if approved):
If your request is approved, you will be notified via email or phone and provided with the return address. Please ensure that:

The product is properly packaged with protective materials to prevent further damage during transportation.

A return/exchange form is included, containing the order number, product details, and reason for the request.

A tracked shipping service is used so the return shipment can be monitored.

If a return label is included in the package, please use it as the preferred method for completing the return or exchange process. If the return label is lost or unusable, please contact customer service for assistance.

6. Refund Processing

Once the returned product is received, our team will inspect it to ensure it meets all return requirements. If approved, the refund will be issued using the same payment method used for the original purchase.

7. Refund Method and Timeline

Processing Time: Refunds are typically processed within 1–5 business days after approval.

Refund Method: Refunds will always be issued to the original payment method used at the time of purchase, ensuring transaction security and traceability.

8. Cost Policy

Customer-Initiated Returns: For returns not caused by product issues, the customer is responsible for return shipping costs. We recommend using a tracked shipping service and keeping the receipt.

Store Error or Manufacturing Defects: If the return is due to our error or a product defect, we will cover all return shipping costs and ensure a full refund or free replacement. Return labels provided with the package will be valid for covering these shipping costs under eligible conditions.

Customer Damage or Non-Compliance: Returns or exchanges will not be accepted if the product is damaged due to customer use, if original packaging is missing, or if the item is not in resaleable condition.

9. Contact and Assistance

If you have any questions or need further assistance regarding returns, exchanges, or refunds, please contact us through the following channels:

Phone: +1 (404) 692-2016
Email: service@lumessacasa.com
Address: 1336 Cooper Springs Rd #903, Grayson, GA 30017, United States
Business Hours: Monday to Friday, 9:00 AM – 6:00 PM (US Central Time)