Refund policy

Cancellation, Return & Refund Policy

Scope and Purpose
This policy applies to all purchases made via Lumysō official website.

Contact Information
For all enquiries regarding returns, refunds or cancellations:
📧 Email: info@lumyso.com 
🏢 Office Address: Initial Business Centre, Unit 7 Wilson Business Park, Manchester, United Kingdom, M40 8WN
Note: This is our head office only. Please do not send returns to this address.

Return Address
Due to ongoing maintenance at our local warehouse, all returns must be sent to our international return facility.
We sincerely apologise for any inconvenience caused and appreciate your understanding.

Consignee: KUAYANG YUNLIAN
Address: Room 702, 7th Floor, Building 1, Lihao Digital Industrial Park,
Fenggang Town, Dongguan City, Guangdong Province, China
📞 Mobile: +86 15914182747

Order Cancellation Policy
Orders may be cancelled within 24 hours of placement.
After this period, cancellations will not be accepted as orders are processed and shipped promptly.

Return Process

  1. Contact Us at info@lumyso.com before returning any item.
  2. Await Authorisation and return instructions.
  3. Pack the Product securely with all tags and original packaging.
  4. Provide Tracking Info with a valid number or link.
  5. Refund Issued After Inspection upon receipt and approval of return.

Return Costs

  • Faulty, Damaged or Incorrect Items: Return shipping is covered by us.
  • Other Reasons: Return shipping is at the customer’s expense.

Return & Refund Conditions

  • Items must be unused, undamaged, and in original packaging.
  • Claims for defects/damage must be submitted within 24 hours with photo/video proof.
  • Transit damage must be reported within 24 hours of delivery.
  • If you receive the wrong item, we will send the correct one at no cost – no return required.
  • For non-delivery, we will investigate and either resend or refund.

Uncollected or Failed Deliveries

  • Packages returned due to address errors or non-collection will be returned to us.
  • One free reshipment is offered.
  • If the second attempt fails, the parcel will be destroyed, and no refund will be issued.

Refund Processing

  • Returns must be initiated and shipped within 14 days of receiving the item.
  • Refunds are only processed after receiving the return and a valid tracking number/link.
  • Inspection is required before approval.
  • Refunds are issued to the original payment method.
  • Processing takes up to 14 business days, depending on your bank/payment provider.

Non-Returnable Items

  • Custom or personalised products
  • Opened hygiene items (e.g. skincare, cosmetics)

Your Rights
This policy does not override your rights under South Africa Consumer Law.

Need Help?
Contact our customer support at info@lumyso.com or check our FAQ page.