Return & Refund Policy

Effective Date: 22/05/2025

At Lumo Loft, LLC (“Lumo Loft,” “we,” “our,” or “us”), we aim to provide a high-quality design and shopping experience for our customers. This Return & Refund Policy outlines the terms and conditions for returning items purchased through our platform.

By placing an order with us, you agree to the terms detailed below.

1. Return Eligibility

You may request a return if the following conditions are met:

  • The return request is submitted within 15 days of delivery.
  • The item is unused and in its original condition.
  • The item includes all original parts, manuals, and packaging.
  • The item is returned in the original or an equivalent shipping box. If your product was delivered on a pallet, it must be returned with the same pallet.

All return requests must be initiated via email at support@lumoloft.sypherdigital.com.

2. Non-Returnable Items

The following items are not eligible for return under any circumstances:

  • Custom-made or made-to-order products
  • Items created according to client specifications
  • Fabrics cut to order
  • Textile or hygiene-related items (e.g., bedding, rugs, bean bag chairs, towels)
  • Items purchased on sale or marked as clearance

Returned items must be shipped promptly after the return is approved. Items returned damaged due to poor packaging may be rejected.

3. Packing Instructions

To ensure a smooth return process, follow these instructions:

  • Items must be unused and in original condition
  • Include all original parts, manuals, and protective packaging
  • Use original or equivalent sturdy boxes
  • Do not apply labels or write directly on the product packaging
  • Remove old shipping labels and use clear tape or a label sleeve
  • Use additional cushioning material for fragile items
  • Mark the box as “Fragile” when necessary
  • Seal all seams securely with strong, clear packing tape

4. Refunds

  • Refunds will be issued to your original payment method
  • A 10% restocking fee applies to all accepted returns
  • Shipping fees are non-refundable
  • If an item is returned due to refusal of delivery or failure to claim the parcel, a 25% restocking fee and shipping costs will be deducted from the refund
  • Refunds are processed within 30 days of receiving the returned item

Refunds may be denied or reduced if:

  • The product or packaging shows visible signs of use or damage
  • The item is returned with pet hair, stains, odors, or missing components

Our team will contact you with any concerns regarding return eligibility.

5. Campaign Codes, Discounts & Complimentary Items

If a return reduces your order total below the required threshold for promotional codes or complimentary items, your refund will be adjusted accordingly. Complimentary products received through a promotion must also be returned if the qualifying order is returned.

6. Incorrect or Unclaimed Deliveries

If a parcel is returned due to an incorrect shipping address or because it was unclaimed, we will refund your payment minus all associated shipping and restocking fees. Please double-check your shipping information before placing your order.

7. Made-to-Order & Customized Products

Custom and made-to-order items cannot be returned, refunded, or canceled once production has begun unless they arrive with delivery damage and replacement is not feasible. If the shipment appears damaged:

  • Accept the delivery with reservation
  • Contact support@lumoloft.sypherdigital.com within 48 hours
  • Retain all packaging and product materials until the issue is resolved

8. Order Cancellations

  • Orders may be canceled only before dispatch
  • A 5% cancellation fee applies to all canceled orders
  • Custom and made-to-order items cannot be canceled once production begins

Please note: Refunds will not be issued due to production or shipping delays beyond our control.

9. Late or Missing Refunds

If your refund has not arrived within 30 days of confirmation:

  • Check your bank account again
  • Contact your credit card company (processing times vary)
  • Reach out to your bank

If you’ve done all of the above and still have not received your refund, please contact us at:  support@lumoloft.sypherdigital.com