Refund policy

REFUND & RETURN POLICY

Last updated: August 26, 2026

Different return and cancellation rules may apply to ready-made items and items made to a customer’s specifications or clearly personalized. Please read this policy before placing an order.

Nothing in this policy excludes, restricts or limits any statutory consumer right that cannot lawfully be excluded, restricted or limited.

READY-MADE ITEMS

Subject to the exclusions below and applicable law, you may request a return of an eligible ready-made item by contacting us at hello@lumiyue.com within 14 days after the item is delivered.

After notifying us, you must send the item back without undue delay and no later than 14 days after the date on which you informed us of your decision to return it.

Customers may inspect an item only to the extent reasonably necessary to establish its nature, characteristics and function, in the same way that they could reasonably inspect it in a physical shop.

Returned items should, where reasonably possible, be:

  • Unused, unworn, unwashed and unaltered, except for reasonable inspection.

  • Returned with their original packaging, labels and accessories.

  • Free from damage, stains, pet hair, odors or other signs of handling beyond what is reasonably necessary to inspect the item.

  • Sent to the return address provided in our written return instructions.

If handling beyond what is reasonably necessary has reduced the value of an item, we may make a reasonable deduction from the refund where permitted by applicable law.

For a change-of-mind return, incorrect standard option selection or another reason not caused by our error, the customer is responsible for the direct cost of returning the item unless applicable law requires otherwise.

Where required by applicable law, we will refund the cost of the least expensive standard delivery option offered for the order. Additional costs resulting from an express, premium or upgraded delivery option are not refundable. Original delivery charges for partial returns are not refundable unless required by applicable law.

EXCHANGES

Exchanges for eligible ready-made items are subject to availability.

If the requested replacement is unavailable, we may offer an alternative item or issue a refund after the returned item has been received and inspected.

The customer is normally responsible for return shipping and replacement shipping costs when an exchange is requested because of a change of mind or an incorrect option selected by the customer, unless applicable law requires otherwise.

PERSONALIZED AND CUSTOM-MADE ITEMS

The statutory right to cancel for change of mind may not apply to goods made to a customer’s specifications or clearly personalized.

A genuinely personalized or custom-made item is therefore not eligible for a change-of-mind return, exchange or cancellation after production has begun, except where required by applicable law.

This may include an item produced using customer-supplied:

  • Photos or artwork.

  • Names, text or personalized messages.

  • Engraving or other individual personalization details.

  • Specifications created specifically for that customer.

Selection from standard stock options alone will not be treated as personalization unless the item is genuinely produced according to the customer’s individual specifications.

Personalized or custom-made items are not eligible for a return or exchange solely because of:

  • A change of mind.

  • Incorrect information supplied or approved by the customer.

  • Spelling, names, text or personalization details supplied incorrectly by the customer.

  • An incorrect or unsuitable photo supplied by the customer.

  • Minor color differences caused by screen or device settings.

  • Minor production or handmade variations that do not materially affect the item’s appearance, function or use.

Customers are responsible for reviewing all submitted information and available order details carefully before placing an order.

These exclusions do not apply when an item arrives damaged, defective, incorrect or materially not as described due to our error. Statutory rights relating to faulty or misdescribed goods continue to apply.

DAMAGED, DEFECTIVE, INCORRECT OR MISDESCRIBED ITEMS

If an item arrives damaged, defective, incorrect or materially not as described, please contact us as soon as reasonably possible at hello@lumiyue.com.

We recommend contacting us within 14 days of delivery so that we can investigate promptly. This requested reporting period does not replace or limit any statutory right that may apply, including rights that continue beyond 14 days.

Please provide, where reasonably available:

  • Your order number.

  • A clear description of the issue.

  • Clear photographs of the item.

  • Photographs of the inner and outer packaging.

  • A photograph of the shipping label, where relevant.

Please retain the item and its packaging until we have reviewed the issue.

Depending on the circumstances and the rights available under applicable law, an appropriate remedy may include a repair, replacement, remake, reshipment, price reduction, partial refund or full refund.

If a return is required because of our error, we will provide written return instructions and cover the reasonable return shipping cost.

RETURN INSTRUCTIONS AND ADDRESS

Before returning an item, contact us at hello@lumiyue.com and include your order number and the reason for the return.

The applicable return destination may vary depending on the item and fulfilment location. We will provide the correct return address and instructions in writing without undue delay.

Do not send returns to our registered office or business correspondence address unless we have specifically confirmed in writing that it is the correct return address for your item.

Returns sent to an incorrect address may be delayed or may not reach the applicable return facility. This does not affect any statutory consumer right that cannot lawfully be restricted.

ORDER CHANGES AND PRE-DISPATCH CANCELLATIONS

Requests to change or cancel an order before dispatch must be emailed to hello@lumiyue.com within 12 hours after the order is placed and before processing, fulfilment or production begins, whichever occurs first.

Please include your order number and the requested change.

For personalized or custom-made items, a change or cancellation may not be possible after production or personalization has begun.

A requested change or cancellation is not confirmed until you receive written confirmation from Lumiyue.

The 12-hour period applies only to our voluntary pre-dispatch cancellation process. It does not remove any statutory cancellation right that may apply to an eligible ready-made item before or after delivery.

REFUND PROCESSING

Approved refunds will be issued to the original payment method unless the customer expressly agrees otherwise.

For eligible statutory cancellations, we will issue the refund without undue delay and within the period required by applicable law. Where permitted, we may withhold the refund until we have received the returned item or the customer provides evidence that it has been sent back.

For other approved refunds, Lumiyue will normally initiate the refund within five business days after approval. Customers should normally receive the refund within 10 days after approval, although the exact timing may vary depending on the bank, card issuer or payment provider.

No refund processing fee will be charged where prohibited by applicable law.

CONTACT US

Email: hello@lumiyue.com
Customer service telephone: +44 7746 367695

Please include your order number when contacting us about an existing order.