Return and Exchange Policy

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

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

1. Order Cancellation Before Shipment

If your order has not yet been processed or shipped, we fully understand your request for cancellation, regardless of the reason, and provide unconditional support.

In such cases, a 100% full refund of the amount paid will be issued.

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 conditions are met.

Eligible customers may choose either a refund or an exchange based on their preference.

3. Product Defects or Order Errors

If the received product arrives damaged (for example, cracks in wooden furniture components affecting usability), or if an order error occurs on our side (such as incorrect 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 item must be securely and properly packaged to prevent damage during transit
  • All accessories, user manuals, warranty cards, and 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 their order number (required for order identification) and a clear explanation of the reason for the request (e.g., design dissatisfaction, style incompatibility, or quality concerns). A detailed description helps our team process requests more efficiently.

System Verification:

Our customer service and verification team will review your request via email or phone. This process includes:

  • Verification of order authenticity by cross-checking system records and payment data
  • Confirmation that the purchase falls within the eligible return period
  • Evaluation of product condition and reported issues to determine eligibility

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 the following:

  • The item is securely packaged with protective materials to prevent damage during transit
  • A return/exchange form is included with order number, product details, and reason for return
  • A tracked shipping service is used to ensure shipment can be monitored

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

6. Refund Processing

Once the returned item has been received, it will be inspected to ensure it meets all return conditions. If approved, the refund will be issued to the original payment method used at the time of purchase.

7. Refund Method and Timeline

  • Processing Time: Refunds are typically processed within 1–5 business days after approval
  • Refund Method: Refunds are always issued to the original payment method to ensure 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. A tracked shipping method is recommended, and proof of shipment should be retained.
  • 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 provide a full refund or free replacement. Return labels provided may be used 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 resalable 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)