At Luhemu, we want you to be completely satisfied with your purchase. If you’re not happy, we offer a clear and customer-friendly return and refund process in accordance with industry standards and consumer protection laws.
1. Return Eligibility
You may request a return if:
- Items are unused, in original condition, and include all original packaging, tags, and accessories.
- The return request is made within 30 days of receiving your order.
- The item is not custom-made or personalized (unless defective or damaged).
Note: Custom or engraved items are not eligible for return unless they arrive with defects or damage.
2. How to Request a Return
To initiate a return:
- Contact us at support@luhemu.com within 30 days of receiving your order.
- Include your order number and reason for the return.
- Our support team will provide return instructions and a shipping address.
- Repack the item securely in its original condition.
- Use a trackable shipping service to send the return.
Returns must be received and inspected before a refund or exchange is processed.
3. Return Shipping Costs
- Customers are responsible for return shipping costs unless the item is damaged, defective, or incorrect.
- We recommend using a trackable and insured shipping method to avoid lost returns.
4. Refund Process
Once we receive and inspect the returned item:
- Refunds will be issued within 5–9 business days to your original payment method.
- Shipping fees, taxes, and any customs charges are non-refundable.
- A confirmation email will be sent once your refund is processed.
5. Exchanges
For size, color, or product exchanges:
- Follow the same return request process.
- Indicate that you are requesting an exchange.
- Once we receive and approve the return, the replacement item will be shipped.
- Customers are responsible for shipping costs of exchanged items.
6. Damaged or Defective Items
If your order arrives damaged or defective:
- Contact support@luhemu.com immediately.
- Include your order number, a description of the issue, and photos, if available.
- We will provide a prompt resolution, which may include a replacement, refund, or store credit.
7. Non-Returnable Items
The following items are not eligible for return:
- Gift cards
- Final sale items
- Personalized or made-to-order products, unless defective
8. Need Help?
If you have questions about returns, refunds, or exchanges:
Email: support@luhemu.com
Our customer support team is ready to assist you!