At Lumitelle, we begin preparing orders promptly so your rugs reach you within our estimated delivery window. This policy explains when and how to request a cancellation or change.
Please read this policy together with our Shipping Policy, Refund & Return Policy, and Terms of Service.
1. Cancellation Window
You may request cancellation within 12 hours of placing your order, provided it has not entered processing or shipping.
Once processing or shipping has begun, we cannot cancel the order or modify its shipping address. Submitting a request within 12 hours does not guarantee cancellation if processing has already started.
2. How to Request a Cancellation
Email contact@lumitelle.shop with the subject line “Cancellation Request.”
Include:
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Your order number.
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The name and email address used to place the order.
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Whether you wish to cancel the entire order or specific items.
We will confirm by email whether cancellation is possible. Your order is cancelled only after you receive our written confirmation.
Requests submitted outside support hours are timestamped when received and reviewed on the next business day. Your order may enter processing before your request is reviewed.
3. Orders Already Processing or Shipped
If your order has entered processing or shipping, it can no longer be cancelled. After delivery, you may request a return under our Refund & Return Policy.
For eligible change-of-mind returns:
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Request the return within 30 days of delivery.
Rugs must be unused, clean, and in their original condition and packaging, with included tags and instructions.
We provide a free prepaid return shipping label for approved returns, with no restocking fee.
These change-of-mind conditions do not exclude claims for products that arrive defective, damaged, or incorrect. Please contact us for assistance.
Do not refuse delivery or send items back without first contacting us for return instructions.
4. Refunds for Cancelled Orders
If we confirm cancellation and payment has already been collected, we will refund the cancelled items and any associated charges owed to you to your original payment method within 7 days of confirmation.
If payment was only authorized, we will cancel the authorization where possible. Your bank or payment provider determines how long a pending hold takes to disappear.
We will email you when a refund is issued. Please allow additional time for your bank or payment provider to post it.
5. Cancellation Restrictions
Orders that have entered processing or shipping cannot be cancelled.
Gift cards that have already been issued or redeemed cannot be cancelled, except where required by applicable law. Any additional cancellation restriction for a final sale product will be clearly stated before purchase.
Restrictions on returning opened or used pet products apply after delivery under our Refund & Return Policy. They do not prevent you from requesting cancellation of an otherwise eligible order before processing begins.
6. Cancellations by Lumitelle
Lumitelle may cancel all or part of an order where:
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An item is out of stock or no longer available.
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A material error affects the product description, price, promotion, or shipping charge.
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Payment cannot be verified or the transaction is reasonably suspected to be fraudulent.
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The shipping address is outside the United States, where we currently deliver.
We will notify you using the contact information supplied with your order.
If payment has been collected, we will refund the cancelled portion and any associated charges owed to you to your original payment method within 7 days of cancellation.
7. Changes Instead of Cancellation
If you wish to change a product, size, color, quantity, or shipping address, email contact@lumitelle.shop within the same 12-hour window, before processing or shipping begins.
We will confirm whether your requested change is possible and explain any price difference. If we cannot modify the order, cancellation and a new order may be necessary, provided cancellation is still available.
8. Applicable Terms and Privacy
This policy forms part of our Terms of Service and is subject to applicable law. Nothing in this policy limits rights that cannot be excluded under applicable law.
Personal information collected in connection with a cancellation or modification request is handled under our Privacy Policy.
9. Changes to This Policy
We may update this policy from time to time. The current version will be available on this page. The policy in effect when you placed your order applies to that order, subject to applicable law.
Related Policies
Contact Information
For questions or cancellation requests, please contact us:
Business Name: Lumitelle
Address: 2117 Reynolds Ln, Louisville, KY 40218, USA
Email: contact@lumitelle.shop
Phone: +1 (859) 446-5909
Business Hours: Monday–Friday, 9:00 AM–5:00 PM Eastern Time