Politique de remboursement

Thank you for shopping with LUMI Rugs. We want you to be fully satisfied with every purchase. Please read our return and refund terms carefully below.

1. Return Eligibility

We accept returns within 30 calendar days from the date your order is delivered.
To qualify for a full refund, your item must:
  • Be unused, unwashed, and in brand-new condition
  • Remain in its original packaging with all original tags and labels intact
  • Be a standard stocked product (customized items are final sale, see Section 7)
Items that have been placed on floors, laundered, altered, or damaged by the customer are not eligible for return.

2. How to Initiate a Return

To request a return, please email our team at operations@lumirugs.com with your order number and a brief reason for return.
Our team will review your request within 1–2 business days and reply with a return shipping address and step-by-step instructions.

Do not ship items back without prior approval. Returns sent in without confirmation will not be processed.

3. Return Shipping Costs

  • Standard returns (change of mind, wrong size, style preference): The customer is responsible for all return shipping fees. Original delivery charges are non-refundable.
  • Defective items, wrong items, or shipping damage: We cover 100% of return shipping costs. We may also issue a prepaid return label for your convenience.
We strongly recommend using a trackable shipping service for returns. We are not liable for items lost or damaged during return transit.

4. Refund Processing

Once we receive and inspect your returned item, we will process your refund within 2 business days.
  • Refunds are issued back to your original payment method.
  • Please allow 3–5 business days for the funds to post to your account, depending on your bank or card issuer’s processing schedule.
  • Original shipping fees are not refundable for non-defective returns.

5. Exchanges

If you would like to swap your item for a different color, size, or style:
  1. Submit a return request for your original order.
  2. Place a new order for your preferred item separately.
We will issue your refund as soon as we receive and inspect the returned item. This is the fastest way to receive your replacement.

6. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or does not match what you ordered, please contact us immediately at operations@lumirugs.com and provide:
  • Your order number
  • Clear photos of the item, packaging, and the damage / defect
We will resolve the issue promptly with a full refund, free replacement, or store credit — at no extra cost to you. In most cases, you will not need to ship the item back.

7. Final Sale / Non-Returnable Items

The following items cannot be returned, refunded, or exchanged:
  • Custom-sized, custom-printed, or personalized rugs and mats
  • Clearance items explicitly marked as "final sale"
  • Items that have been used, washed, or modified by the customer

8. Order Cancellation

You may cancel your order free of charge before it has been shipped. Once the order has been dispatched, our standard 30-day return policy applies.

To cancel an unshipped order, please contact us with your order number as soon as possible.

9. Contact Us

If you have any questions about this policy, please reach out to us at:

Email: operations@lumirugs.com

We respond to all inquiries within 1–2 business days.