Return Policy

Last Updated: April 2025

We want you to love your LumiSnail products! If you’re not completely satisfied, we’re here to help. Please review our return and refund policy below.

1. Eligibility for Returns

  • You have 14 days from the date of delivery to request a return.

  • To be eligible for a return, the item must be:

    • Unused and in the same condition you received it.

    • In its original packaging, with all accessories and manuals included.

  • Items that are used, damaged, or missing parts for reasons not due to our error are not eligible for return.

2. Non-Returnable Items

  • Gift cards

  • Sale or clearance items (unless defective or damaged)

  • Personalized or custom-made products

3. How to Request a Return

To start a return, please contact our customer support team at support@lumisnail.com with the following details:

  • Your full name

  • Order number

  • Reason for the return

  • Photos of the item (if applicable)

We’ll review your request and provide instructions on how to proceed.

4. Return Shipping

  • Customers are responsible for the cost of return shipping, unless the return is due to a damaged, defective, or incorrect item sent by us.

  • We recommend using a trackable shipping service as LumiSnail is not responsible for returns lost in transit.

5. Refunds

  • Once your return is received and inspected, we’ll notify you via email about the approval or rejection of your refund.

  • If approved, your refund will be processed within 7 business days, and the credit will automatically be applied to your original method of payment.

Note:

  • Original shipping charges are non-refundable, except in cases where the return is due to our error.

  • Refund times may vary depending on your payment provider.

6. Damaged or Defective Items

If you receive a damaged, defective, or incorrect product:

  • Contact us immediately at support@lumisnail.com with your order number, photos, and a description of the issue.

  • We’ll arrange for a replacement or refund at no additional cost.

7. Exchanges

We currently do not offer direct product exchanges. If you’d like a different item, please return the original product and place a new order.

8. Cancellations

Orders can only be canceled within 5 hours of purchase. After this period, orders will have been processed and cannot be canceled.

9. Contact Us

For any return, refund, or product issue, please contact us:

Email: support@lumisnail.com