Return Policy

Last Updated: October 1, 2026

At Lumqivo, we want you to feel confident about every purchase. We understand that sometimes a product may not meet your expectations, and we are committed to providing a clear, fair, and transparent return and refund process.

This Return & Refund Policy explains return eligibility, return windows, return shipping costs, refunds, damaged or defective products, order cancellations, and how to request assistance.

1. Return Windows

Lumqivo offers two return windows based on the shipping method selected for your order.

Standard Shipping — 30-Day Returns

Orders placed with Standard Shipping are eligible for return requests within 30 calendar days from the date the order is delivered.

Express Shipping — 80-Day Returns

Orders placed with Express Shipping are eligible for return requests within 80 calendar days from the date the order is delivered.

The return window begins on the date you receive your order, not the date you place your order or the date the order is dispatched.

For orders delivered in multiple shipments, the return period for each item begins on the date that item is delivered.

You must contact us to initiate your return within the applicable return window.

2. Return Eligibility

We accept eligible returns for reasons including:

The product does not meet your expectations.
You changed your mind about the purchase.
You ordered the wrong size, color, or variation.
The product arrived damaged or defective.
You received an incorrect item.
The product was materially different from its description.

For change-of-mind returns, products should be returned in their original condition, without damage caused by improper use, and with all reasonably available components, accessories, and instructions.

Original packaging is preferred when available, but the absence of original packaging alone does not automatically disqualify a return.

You may reasonably inspect an item to determine whether it meets your needs. However, excessive use or customer-caused damage may affect eligibility for a discretionary change-of-mind return.

Items that arrive damaged, defective, incorrect, or not as described will be handled separately in accordance with applicable law.

3. Non-Returnable Items and Exceptions

Certain products may be excluded from change-of-mind returns where clearly disclosed before purchase and permitted by applicable law.

Examples may include:

Personalized or custom-made products.
Gift cards, if offered.
Products that cannot reasonably be resold for hygiene or safety reasons after use, where an exclusion is lawful and clearly disclosed.
Items damaged through misuse, improper installation, or customer negligence.

Any product-specific return restrictions will be disclosed on the relevant product page or before checkout where applicable.

These exclusions do not limit any statutory rights or remedies available for damaged, defective, incorrect, or misdescribed products.

4. Free Return Shipping

Lumqivo covers return shipping costs for all approved returns.

This applies to eligible returns within the applicable 30-day or 80-day return window, including approved change-of-mind returns.

Customers will not be charged return shipping fees when following the return process authorized by Lumqivo.

Where a physical return is required, we will provide an appropriate prepaid return shipping label or another return arrangement at our expense.

Please do not independently purchase return postage unless our customer support team has specifically authorized that arrangement.

If you have incurred an authorized return shipping expense, please retain your receipt and contact us for reimbursement instructions.

5. How to Request a Return

To initiate a return, please follow these steps:

Step 1: Contact Customer Support

Email service@lumqivo.com within your applicable return window.

Include:

Your order number.
Your name and the email address used at checkout.
The product you wish to return.
The reason for your return.
Photographs, if relevant to a damage, defect, or incorrect-item claim.

Step 2: Receive Return Instructions

Our customer support team will review your request and provide return instructions.

For an approved physical return, we will provide the appropriate return address and prepaid shipping arrangements.

Step 3: Prepare Your Return

Package the item securely to help prevent damage during return transportation.

Include the components and accessories reasonably available with the product.

Step 4: Ship the Return

Follow the return shipping instructions provided by Lumqivo.

Please retain your return tracking information until your request has been resolved.

Step 5: Return Review and Refund

Once the returned item is received, we may inspect it to confirm its condition and eligibility.

We will notify you of the outcome and process any approved refund according to the terms below.

6. Return Address

Please do not send returns to our registered business address without prior authorization.

Our registered business address is provided for company identification and correspondence purposes and is not automatically a return processing facility.

The correct return destination will be supplied by our customer support team after your return request has been reviewed.

To obtain return instructions, contact:

Email: service@lumqivo.com

Lumqivo will arrange and cover the cost of shipping for approved returns.

7. Refund Processing

After receiving and, where applicable, inspecting an eligible returned product, we will notify you whether the refund has been approved.

For approved returns, we aim to issue the refund within 5 business days after the return has been received and any necessary inspection has been completed.

If we approve a refund without requiring the item to be returned, we aim to issue it within 5 business days after approval.

Refunds will normally be issued to the original payment method unless otherwise required or agreed in accordance with applicable law.

After a refund is issued, your bank or payment provider may require additional time to post the funds to your account.

These processing targets do not extend any shorter refund deadlines required by applicable law.

If you have not received your refund after receiving confirmation that it was issued, please contact your payment provider first and then email us at service@lumqivo.com if further assistance is needed.

8. Refund Amounts

For approved returns, Lumqivo will refund the eligible purchase amount in accordance with the circumstances of the return and applicable law.

For approved change-of-mind returns, the refund generally covers the price paid for the returned merchandise, including applicable taxes attributable to those items.

Original outbound shipping charges, if any, are generally not refunded for change-of-mind returns unless otherwise required by applicable law or expressly agreed by Lumqivo.

For products that are damaged, defective, incorrect, or materially not as described, we will provide the refund or other appropriate remedy required by applicable law, including applicable original shipping charges where required.

Approved return shipping costs are always covered by Lumqivo when customers follow our authorized return process.

9. Damaged, Defective, or Incorrect Products

If you receive a damaged, defective, incorrect, or materially misdescribed product, please contact us as soon as reasonably possible after discovering the issue.

Email service@lumqivo.com with:

Your order number.
A description of the issue.
Photographs of the item or packaging, if available and relevant.

We will review the circumstances and offer an appropriate resolution, which may include:

A replacement item.
A refund.
Another remedy agreed upon with the customer and consistent with applicable law.

If a physical return is necessary, Lumqivo will cover the return shipping cost.

Nothing in this policy limits any consumer rights or remedies that cannot legally be excluded.

10. Exchanges

If you would like to exchange an item for another size, color, or variation, please contact service@lumqivo.com.

Exchange availability depends on the product and available inventory.

Where a direct exchange is unavailable, we may arrange an eligible return and refund so that you can place a new order.

For approved returns associated with an exchange request, Lumqivo covers the authorized return shipping cost.

Any price difference for a newly selected product will be disclosed before a new purchase is completed.

11. Order Cancellations

If you need to cancel an order, contact us as soon as possible at service@lumqivo.com.

We will make reasonable efforts to cancel an order before it is dispatched.

Once an order has entered the shipping process, cancellation may no longer be possible.

If your order has already shipped, you may request a return after delivery within the applicable return window.

If a cancellation is accepted before shipment, we will issue the applicable refund to the original payment method, subject to applicable law.

12. Lost or Undelivered Orders

If your order has not arrived within the estimated delivery window, please contact service@lumqivo.com.

We will review the available tracking information and, where appropriate, investigate the shipment with the carrier.

If an order is confirmed lost in transit or cannot be fulfilled, we will provide an appropriate resolution, including a replacement or refund where applicable.

Any rights relating to delayed, lost, or undelivered orders under applicable law remain unaffected.

13. Refunds for Promotional or Discounted Purchases

Products purchased during promotions or with discounts may be returned within the applicable return window unless a lawful, clearly disclosed product-specific exception applies.

Approved refunds will generally be calculated using the actual amount paid for the returned merchandise, including applicable taxes.

If returning part of an order affects the eligibility for a promotion or discount, any adjustment will be made only where the promotion's terms were clearly disclosed before purchase and the adjustment is permitted by applicable law.

Return shipping costs for approved returns remain the responsibility of Lumqivo.

14. Return Requests Outside the Return Window

If your return request is submitted after the applicable 30-day or 80-day return period, please contact our customer support team.

We may review exceptional circumstances on a case-by-case basis.

An extension outside the stated return window is not guaranteed.

This section does not limit any legal rights relating to defective, damaged, incorrect, or misdescribed goods.

15. Contact Information

If you have questions about returns, refunds, exchanges, cancellations, or your rights under this policy, please contact us.

Brand: Lumqivo

Legal Business Name: Hubei Junlanlu Network Technology Co., Ltd.

Website: https://lumqivo.com

Email: service@lumqivo.com

Phone: +86 19974451028

Registered Business Address:

Room 45, 3F, Building B4, Sunac Zhigu
No. 555 Wenhua Avenue
Hongshan District, Wuhan
Hubei, China

Customer Service Hours:

Monday–Friday, 9:00 AM–6:00 PM Pacific Time (PT)

16. Policy Updates

Lumqivo may update this Return & Refund Policy to reflect changes in our business operations, customer service procedures, or applicable legal requirements.

Any updates will be published on our website with the applicable revision date.

Changes will not retroactively remove rights already acquired by customers under applicable law.