Refund Policy
Refund Policy
At Lumesselle, we want you to feel confident about the sleep, relaxation, and comfort essentials you choose for your routine. If something is not quite right, our return, exchange, and refund process is designed to be clear, simple, and straightforward.
Our 30-Day Return Period
From the date you receive your order, you have 30 days to request a return for an eligible Lumesselle product.
Return Conditions
To be eligible for a standard return, the item must be in brand-new, unused condition and returned with its original packaging, accessories, and any included materials.
Product Condition Notice
Items showing signs of use, wear, stains, damage, alteration, missing parts, or incomplete packaging may not be eligible for a standard return. Please inspect your order carefully before deciding whether to keep it.
Damages & Issues
Please inspect your order when it arrives. If you receive an item that is damaged, defective, incomplete, or different from what you ordered, contact us within 48 hours of delivery.
To help us review the issue quickly, please include your order number and clear photos of the affected item and its packaging.
How to Initiate a Return
To help ensure your return is processed correctly, please follow the steps below.
Contact Us
Email service@lumesselle.com with your order number and the reason for your return request.
Get Return Instructions
Our customer care team will review your request and provide return instructions if the item is eligible for return.
Ship the Item
Package the item securely to help prevent damage in transit and follow the return instructions provided by our customer care team.
For non-quality-related returns, return shipping costs may be the responsibility of the customer. Any applicable return shipping instructions will be confirmed before the item is sent.
Approved returns are processed through our return facility in China. Please contact our customer care team before sending any item back. After your return request has been reviewed and approved, we will provide the exact return address and the applicable return instructions.
The return facility is separate from the registered business address of Zhengzhou Aiyuxuan Trading Co., Ltd.
Please do not send returns to our registered business address unless our customer care team specifically instructs you to do so. Returns sent to the registered business address or sent without prior return instructions may be delayed, rejected, or may not be processed correctly.
Exchanges
Where an exchange is available, eligible unused items may be exchanged within the applicable 30-day return period, subject to product availability and the instructions provided by our customer care team.
If you would like to request an exchange for another available option, please contact our customer care team before sending the original item back.
Availability
Exchange requests depend on current product availability. If the requested replacement is unavailable, our customer care team will discuss the available options with you.
Processing Your Refund
Once we receive and inspect your eligible returned item, approved refunds are generally processed within 3–5 business days.
Approved refunds will be issued to your original payment method.
When Will the Refund Appear?
After Lumesselle processes your refund, your bank, card issuer, or payment provider may require an additional 5–10 business days to post the funds to your account.
Non-Returnable Items
Certain items are not eligible for standard return:
Gift Cards
If gift cards are offered for sale, they are non-refundable.
Customized or Personalized Products
If a product has been customized or personalized, it cannot normally be returned unless there is a quality issue or the item received is defective.
Have a Question?
If you have any questions about a return, exchange, refund, or an issue with your order, please contact our customer care team before sending anything back.
Customer Care Hours
Company Information
Lumesselle is an online retail brand operated by Zhengzhou Aiyuxuan Trading Co., Ltd.
No. 2 Ruyihe West 4th Street,
Zhengdong New District, Zhengzhou,
Henan, China