Refund policy
Refund & Return Policy
At Lumiyue, we handcraft every piece with love. Please read our policy carefully before placing your order.
1. Ready-Made Items (Returns Accepted)
- Returns accepted within 14 days of delivery
- Items must be unused, unworn, and in original packaging
- Refund will be issued to the original payment method within 3–5 business days of receiving the return
- Return shipping costs are the responsibility of the customer
To initiate a return, please email hello@lumiyue.com with your order number and reason for return before sending the item back.
2. Personalized / Custom Items (No Returns)
- We do not accept returns or exchanges on personalized items, as each piece is made specifically for you
- We are not responsible for errors in personalization details (spelling, size, color) provided by the customer at checkout
Please double-check all personalization details carefully before placing your order.
3. Damaged or Incorrect Items
If your item arrived damaged or we made an error, please contact us within 14 days of delivery with your order number and clear photos of the item. We will send a free replacement at no additional cost to you. This applies to both ready-made and personalized items.
4. Our "Love Your Pet" Guarantee
If you accidentally ordered the wrong size or misspelled a name on a custom item, reach out to us! While we cannot offer a full refund, we are happy to provide a one-time 50% discount code for a corrected replacement order.
5. Contact Us
Email: hello@lumiyue.com Please include your order number and photos when reporting any issues.