Refund policy

At Lumitelle, we want you to be satisfied with your purchase. If something is not right, please contact us so we can help.

This policy should be read together with our Warranty Policy, Order Cancellation Policy, and Shipping Policy.

1. 30-Day Return Window

You have 30 days from the date of delivery to request a return.

After this window, manufacturing defects in eligible products may still be covered under our Warranty Policy. Nothing in this policy limits rights you may have under applicable law.

2. Return Eligibility

For a change-of-mind return, your item must:

  • Be unused, clean, and in the same condition you received it.

  • Be in its original packaging, with any included tags, accessories, and instructions.

  • Be accompanied by proof of purchase, such as your order confirmation email.

We accept eligible returns for both change of mind and defective, damaged, or incorrect products. The unused-condition requirements for change-of-mind returns do not automatically exclude a claim concerning a product that is defective or was damaged or incorrect on arrival.

3. Rug Condition

For change-of-mind returns, rugs must be unused, clean, and free from stains, odors, pet hair, or damage caused after delivery. Keep the original packaging and any included tags or instructions. These conditions do not exclude claims concerning rugs that arrive defective, damaged, or incorrect.

Normal wear, spills, improper care, and accidental damage are not manufacturing defects.

4. How to Return an Item

Returns are handled by mail.

  1. Email contact@lumitelle.shop with your order number, the item you wish to return, and the reason.

  2. If the item is damaged, defective, or incorrect, include photographs where possible.

  3. Once your return is approved, we will email you a free prepaid return shipping label and instructions, including the return address.

  4. Pack the item securely, attach the label, and hand the package to the carrier indicated.

Please request authorization before sending anything back. Use the return address provided in your approval email, which may differ from our business address.

5. Return Shipping Costs

Lumitelle covers return shipping for all eligible, approved returns, including change-of-mind returns and returns of defective, damaged, or incorrect items.

We provide a free prepaid return shipping label. There is no restocking fee.

6. Damaged, Defective, or Incorrect Items

Please inspect your order after delivery and contact us promptly if there is a problem.

Include your order number and a description of the issue. Photographs of the item and packaging help us assess the claim. Keep the product and packaging until we provide instructions.

Depending on the issue, we will arrange an appropriate return, replacement, or refund. Shipping damage and lost packages are also addressed in our Shipping Policy.

7. Exchanges

You may request an exchange for a different size, color, or product within 30 days of delivery, subject to return eligibility and replacement availability.

Email contact@lumitelle.shop with your order number and the item you would like instead.

For approved exchanges:

  • We provide a free prepaid return label.

  • After receiving and inspecting the returned item, we send the replacement at no additional shipping cost.

  • If prices differ, we arrange any additional payment or partial refund before shipping the replacement.

8. Refunds

After receiving and inspecting your return, we will email you to confirm whether your refund is approved.

Approved refunds are processed to your original payment method within 7 days of approval. Your bank or payment provider may need additional time to post the refund.

If a change-of-mind return arrives incomplete, used, or damaged after delivery to you, we may decline it or offer a partial refund, explaining the reason. This does not apply to the original defect or damage you reported in an approved defective-item return.

If you have not received your refund after the stated processing period and your payment provider’s posting time, please contact us.

9. Items Excluded from Change-of-Mind Returns

  • Rugs that have been used, stained, or damaged after delivery.
  • Gift cards.
  • Products clearly marked as final sale before purchase.

Our standard made-to-order collection sizes remain eligible for returns under this policy. These exclusions do not remove rights concerning defective, damaged, or incorrectly supplied goods under applicable law.

10. Cancellations

You may request cancellation within 12 hours of placing your order, provided it has not entered processing or shipping.

Email contact@lumitelle.shop as soon as possible. Cancellation is confirmed only when you receive our written confirmation.

If cancellation is no longer possible, you may request a return after delivery, subject to this policy. See our Order Cancellation Policy.

Related Policies

Contact Information

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