Return and Refund Policy

Last Updated: [3rd June 2026]

1. Purpose and Consumer Rights

At Lumera-Haus, we want you to be satisfied with your purchase. This Return and Refund Policy explains the conditions under which products may be returned, exchanged, refunded, or cancelled.

This policy operates in addition to any rights and remedies available under applicable consumer protection laws. Nothing in this policy limits or excludes any statutory rights that may apply to you.

2. Agreement to This Policy

By placing an order through our website, you acknowledge and agree to the terms of this Return and Refund Policy. This policy forms part of our Terms of Service.

3. Return Eligibility

Customers may request a return within 30 days of delivery.

The 30-day return period begins on the date the carrier marks the order as delivered. Return requests submitted after this period will not be eligible for approval.

To qualify for a return, the item must:

• Be unused and in its original condition;

• Show no signs of installation, wear, damage, or misuse;

• Include all original parts, accessories, manuals, and components;

• Be returned in the original packaging whenever reasonably possible.

Lumera-Haus reserves the right to reject returns that do not meet these requirements.

4. How to Request a Return

All returns require prior authorization from Lumera-Haus.

To initiate a return, please contact us at:

Email: support@lumerahaus.com

Your request must include:

• Order number;

• Customer name used for the order;

• Reason for the return;

• Photos of the product if the item is damaged, defective, or incorrect;

• Any additional information reasonably requested by our support team.

Once your request has been reviewed and approved, we will provide return instructions.

Returns sent without prior approval may be refused or returned to the sender.

5. Return Address

Approved returns should be sent to:

Lumera-Haus
FLAT 2304, 23/F HO KING COMMERCIAL CENTRE
2-16 FA YUEN STREET
MONG KOK, HONG KONG

This address is designated for approved returns only. Please do not send products to this address without receiving return authorization from our support team.

6. Return Shipping Costs

Returns Requested by the Customer

If a return is requested for reasons not caused by Lumera-Haus, including but not limited to:

• Change of mind;

• Ordering the wrong product;

• No longer wanting the item; or

• Any other personal preference,

the customer is responsible for all return shipping costs.

The amount payable will depend on the shipping carrier or express service selected by the customer.

Returns Caused by Our Error

If the returned item is:

• Damaged upon delivery;

• Defective;

• Incorrect; or

• Not the item ordered,

Lumera-Haus will bear the reasonable return shipping costs.

In such cases, the customer will not be required to pay return shipping fees.

No restocking fees are charged for approved returns.

7. Damaged, Defective, or Incorrect Items

If you receive a product that is damaged, defective, or incorrect, please contact us as soon as possible at support@lumerahaus.com.

To help us resolve the issue efficiently, please provide:

• Your order number;

• A description of the problem;

• Clear photographs showing the issue.

After review, we may offer a replacement, refund, or another appropriate solution depending on the circumstances.

Nothing in this section limits any rights you may have under applicable consumer protection laws.

8. Non-Returnable Situations

Returns may be refused if:

• The return request is submitted after the 30-day return period;

• The item has been used, installed, altered, or modified;

• The item is damaged due to misuse, improper handling, or negligence;

• Required parts, accessories, or components are missing;

• The item otherwise fails to meet the eligibility conditions outlined in this policy.

9. Refunds

Once a returned item is received and inspected, we will notify you of the outcome of your refund request.

If approved, refunds will be processed within 7 business days following inspection and approval.

Refunds will be issued to the original payment method used for the purchase whenever possible.

Depending on your bank, card issuer, or payment provider, additional processing time may be required before the refunded amount appears in your account.

If the original payment method is unavailable, we may arrange an alternative refund method where permitted by law.

Shipping charges originally paid for the order are generally non-refundable unless the return is due to our error or required by applicable law.

10. Exchanges

Customers may request an exchange within the same 30-day return period.

Exchange requests must satisfy all return eligibility requirements described in this policy.

All exchanges are subject to product availability.

To request an exchange, please contact support@lumerahaus.com and provide:

• Order number;

• Details of the requested replacement item;

• Reason for the exchange.

The original item must be returned and inspected before an exchange can be processed.

If the requested replacement item is unavailable, a refund will be issued instead.

11. Order Cancellations

If you wish to cancel an order, please contact us immediately at support@lumerahaus.com.

Orders may only be cancelled before they have been dispatched for shipment.

Once an order has been shipped, cancellation is no longer possible. However, you may request a return after delivery in accordance with this policy.

12. Fraud Prevention and Abuse

To protect our customers and business, Lumera-Haus reserves the right to investigate and refuse returns, refunds, exchanges, or cancellations that appear fraudulent, abusive, or inconsistent with this policy.

Examples may include excessive return activity, misuse of the return process, false claims, or attempts to circumvent policy requirements.

13. Contact Us

If you have any questions regarding this Return and Refund Policy or need assistance with a return, refund, exchange, or cancellation request, please contact us:

Email: support@lumerahaus.com