Return and Refund Policy

1. Introduction

This Return and Refund Policy outlines the terms and procedures applicable in the event of a return, refund, or warranty claim for products purchased on https://lummeo.fr.

By placing an order, you agree to the terms of this policy.

2. Eligibility for Returns

Returns are accepted under the following conditions:

• The product received is defective or damaged.
• The product received does not match the description or the order placed.
• A return is requested under the 30-day product warranty (see section 4 for details).

General Conditions:

• The product must be returned in its original condition, unused, unwashed, and in its original packaging.
• All return requests must be made within 30 days after receiving the product.

3. Return Procedure

1. Contact our Customer Service:

   • Send an email to contact@lummeo.com including:
     • Your order number.
     • The reason for your return request (with photos or videos of the issue, if applicable).

2. Return Authorization:

   • After reviewing your request, you will receive a response within 3 business days with return instructions, including the return address.

3. Shipping the Product:

   • Return shipping costs are the responsibility of the customer, except in cases of defective products or errors on our part.
   • Use a tracked shipping service to avoid loss.

4. Inspection and Approval:

   • Once the product is returned to our warehouse, we will inspect it within 5 business days.
   • If approved, a refund, exchange, or warranty replacement will be processed based on your preference.

4. 30-Day Warranty

All products purchased on https://lummeo.com are covered by a 30-day warranty.

What the warranty covers:

• Defects in materials or workmanship.
• Malfunctions or damages caused during normal use.

What the warranty does NOT cover:

• Damages caused by misuse, neglect, or improper handling.
• Normal wear and tear.
• Products altered or repaired by the customer.

Warranty claim process:

• To file a warranty claim, follow the return procedure outlined in section 3.
• If the product defect is validated, the customer will be offered a replacement product or a full refund.

5. Refunds

Refund Process:

• Refunds will be issued via the original payment method (credit card, PayPal, etc.).
• Refunds will be processed within 5 business days after return or warranty approval.

Refund Amounts:

• For defective or non-compliant products, the full amount, including initial shipping fees, will be refunded.
• For other returns (not under warranty), only the product cost will be refunded (shipping fees excluded).

6. Non-Refundable Items

The following items are non-refundable:

• Customized or made-to-order products.
• Products that have been opened, used, or damaged by the customer.
• Sale or discounted items, except in the case of defects.

7. UAE-Specific Exceptions

• Customs Duties and Local Taxes: Any customs duties or taxes applied upon delivery are non-refundable.
• Processing times may vary due to local customs procedures in the UAE.

8. Customer Responsibility

• The customer is responsible for the shipping and any risks involved in returning products, except in cases of seller error.
• Lost or damaged items during return shipping will not be refunded.

9. Contact Information

For any questions or assistance regarding returns, refunds, or warranty claims, please contact our customer service team:

• Email: contact@lummeo.com
• Phone: +33 7 56 86 61 50