Refund policy

This Refund & Return Policy applies to all purchases made through LumoMark.com, operated by HUAKE LIMITED.

1. 100% Satisfaction Guarantee

At LumoMark, we want every customer to be fully satisfied with their purchase. If you are not satisfied with your order, please contact our customer service team and we will do our best to provide an appropriate solution.

Most eligible products may be returned within 60 days of delivery, subject to the conditions outlined below.

2. 60-Day Return & Exchange Policy

Most eligible products may be returned or exchanged within 60 days from the date of delivery.

All returns must be authorized by our customer service team before being shipped back.

Please contact us at info@lumomark.com with your order number, the item(s) you wish to return, and the reason for the return.

Unauthorized returns may be refused or may experience delays in processing.

3. Return Conditions

To qualify for a standard return:

• Products must be unused and in their original condition.
• Products should be returned in their original packaging.
• All accessories, manuals, cables, components, and other included items must be returned with the product.
• Proof of purchase or the original order number may be required.
• COD (Cash on Delivery) and Freight Collect returns will not be accepted.

No restocking fee is normally charged for eligible products returned complete and in their original condition.

However, a restocking fee of up to 15% may apply if returned products are missing accessories, components, manuals, original packaging, or are returned in a condition that reduces their resale value.

4. How to Request a Return

To request a return:

1. Contact us at info@lumomark.com and provide your order number.
2. Tell us which product(s) you would like to return and the reason for the return.
3. If the product is damaged, defective, incomplete, or incorrect, please provide clear photos or videos when requested.
4. Our customer service team will review your request and provide return instructions and the appropriate return address.
5. Ship the approved return using the instructions provided by our team.
6. Once the returned product is received and inspected, we will process the applicable refund or exchange.

Please do not return products to any warehouse or company address without receiving return instructions from us first.

5. Return Shipping Costs

For returns caused by a change of mind, incorrect product selection, or other reasons unrelated to product quality or fulfillment errors, the customer is responsible for the return shipping costs.

Original shipping charges are generally non-refundable.

If the return is caused by an error on our part, including an incorrect item, defective product, damaged product, or missing item, LumoMark will work with you to provide an appropriate resolution and, where applicable, cover reasonable return or replacement shipping costs.

6. Damaged, Defective, Incorrect or Missing Items

If your order arrives damaged, defective, incomplete, or different from what you ordered, please contact us as soon as possible at info@lumomark.com .

Please include:

• Your order number
• A description of the issue
• Clear photos of the product and packaging
• A video showing the issue, where necessary for technical troubleshooting

Depending on the circumstances, we may provide troubleshooting support, replacement parts, a replacement product, a partial refund, or a full refund.

Where the issue is confirmed to have resulted from our product or fulfillment error, customers will not be responsible for applicable replacement or return shipping costs.

7. Exchanges

Exchange requests must be submitted within 60 days of delivery.

Exchanges are subject to product availability and approval.

Where possible, products may be exchanged for another product of equal value. If a different product or value is requested, we may process the original item as a return and ask the customer to place a new order.

For exchanges that are not caused by a product defect or fulfillment error, customers are responsible for applicable return and reshipping costs.

8. Refund Processing

Once your returned product has been received and inspected, we will notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method within 5–7 business days after the return has been received and approved.

Please note that your bank, credit card provider, PayPal, or other payment institution may require additional processing time before the refunded amount appears in your account.

Original shipping charges are non-refundable unless the return results from an error on our part.

9. Non-Returnable Items

The following products are generally not eligible for return unless they arrive defective, damaged, or incorrect:

• Customized or made-to-order products
• Products manufactured or modified specifically according to customer requirements
• Opened or used products that cannot reasonably be resold
• Clearance products where clearly identified as final sale
• Sample orders where clearly identified as non-returnable before purchase
• Special bulk or large-volume orders that were specifically manufactured, procured, or prepared for the customer

If you are unsure whether a product is eligible for return, please contact us before purchasing.

10. International Returns

International returns may be subject to additional shipping, customs, import, and export requirements.

For customer-requested returns that are not caused by our error, customers are responsible for:

• International return shipping costs
• Import or export duties
• Customs charges
• Brokerage or customs clearance fees
• Other charges imposed by carriers or government authorities

International customers must contact us before returning a product so that we can confirm eligibility and provide the appropriate return destination and instructions.

Please do not send an international return without prior authorization.

11. Order Cancellations

Orders may be canceled before they have been shipped or entered final processing.

Once an order has been shipped, it can no longer be canceled and must be handled according to our standard return procedure.

Customized, made-to-order, specially manufactured, or specially procured products may not be canceled once production, customization, or procurement has started.

If you need to cancel an order, please contact us as soon as possible.

12. Contact Us

If you have questions about returns, refunds, exchanges, damaged products, or order cancellations, please contact our customer service team:

Email: info@lumomark.com

Phone: +86 134 1845 7165

All refunds and return-related transactions are processed by HUAKE LIMITED, the operating entity of LumoMark.com.