Return and Refund Policy

At Lume Haven LLC, customer satisfaction is important to us. We aim to provide a clear and straightforward return process. Please review the following policy before submitting a return request.

1. Return Eligibility

Customers may request a return for eligible purchases, subject to the conditions outlined in this policy.

To qualify for a return, items must meet the following requirements:

Items must be unused and in their original condition.
Items must be returned with their original packaging and included accessories, where applicable.
Items must not show signs of wear, damage, washing, alteration, or misuse.
Proof of purchase or a valid order number must be provided.

Items that have been used, damaged through customer handling, or otherwise affected in a way that prevents resale are not eligible for return, except where required by applicable law.

2. Return Request Period

Please contact us within 30 days of receiving your order to request a return.

To initiate a return, email us at hanh@lumehavenllc.com with the following information:

Your order number.
The item you wish to return.
The reason for the return.
Relevant photographs, if the item arrived damaged or defective.

Our customer support team will review your request and provide return instructions when the return is approved.

Please do not send items back before receiving return instructions, as this may delay the processing of your request.

3. Return Shipping Costs

Return shipping costs are determined by the reason for the return.

Quality-related issues: If an item arrives defective, damaged, or materially different from its description, Lume Haven LLC will cover the reasonable return shipping costs, subject to verification and applicable law.

Non-quality-related issues: If you request a return for reasons such as a change of mind or choosing an unsuitable size, you are responsible for the return shipping costs.

Original shipping charges are generally non-refundable unless the return results from our error or a refund of those charges is required by applicable law.

4. Refund Process

Once your returned item has been received and inspected, we will notify you of the refund decision.

Approved refunds will be issued to the original payment method within 3–5 business days after we receive the returned item.

Please note that your bank or payment provider may require additional time to post the refund to your account. The time it takes for the funds to appear may vary depending on your payment provider.

If your refund has not appeared after the applicable processing period, please contact your bank or payment provider first. You may also contact us for assistance.

5. Exchanges

If you need a different size or would like another item, please contact us to discuss the available options.

An exchange may depend on product availability. If an exchange cannot be arranged, you may request a return and place a separate order, subject to this policy.

6. Damaged, Defective, or Incorrect Items

Please inspect your order after delivery.

If you receive an item that is damaged, defective, or incorrect, contact us at hanh@lumehavenllc.com as soon as reasonably possible.

Please include your order number, a description of the issue, and clear photographs when appropriate. This information helps us assess the issue and determine a suitable resolution.

Where the issue is verified, we will work with you to arrange an appropriate solution, which may include a replacement or refund, in accordance with applicable law.

7. Non-Returnable Items

Items that have been used, show signs of wear, are damaged due to improper handling, or are no longer in resalable condition are generally not eligible for return.

This restriction does not apply where a return, replacement, or refund is required by applicable law.

8. Return Address

Please use the following return address only after your return request has been approved and return instructions have been provided.

Lume Haven LLC

17084 SANTA MADRINA ST
FOUNTAIN VLY, CA 92708
United States

Customers are responsible for ensuring that the returned package is properly packed and addressed according to the instructions provided by our customer support team.

9. Order Cancellations

If you wish to cancel an order, please contact us as soon as possible at hanh@lumehavenllc.com.

Cancellation requests cannot be guaranteed once an order has entered processing or has been shipped. If the order can no longer be canceled, you may request a return in accordance with this policy and applicable law.