LUMI — REFUND & RETURN POLICY

At LUMI, we stand behind the engineering of our comfort solutions. We offer a 5-day return policy, which means you have 5 days after receiving your item to request a return if it does not meet your expectations.

1. Return Eligibility & Hygiene Standards

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with all original tags attached, and completely intact in its original packaging. You will also need the receipt or proof of purchase.

⚠️ Hygiene Notice for Orthopedic Products: Because the LUMI Posture Matrix is a personal wellness product, we maintain strict health and sanitary regulations. We cannot accept returns on cushions that show signs of prolonged usage, dirt, or wear.

2. How to Start a Return

To initiate a return, you must contact our support team first at msquarecommercialcomplex@gmail.com.

If your return is accepted, we will provide you with clear instructions on how and where to package your item. Returns must be shipped directly to our fulfillment headquarters at the following address:

M Square 4-27 Muslim Street, Mosque Road, Manalikarai, Kanniyakumari, Tamil Nadu, 629164, India

Note: Customers are responsible for arranging and paying for their own return shipping logistics. Items sent back to us without first explicitly requesting a return will not be accepted under any circumstances.

3. Damages, Defects, and Order Issues

Please inspect your package immediately upon arrival. Contact us right away at msquarecommercialcomplex@gmail.com if the item is defective, structurally damaged, or if you received the wrong item entirely, so that we can evaluate the problem and issue a brand-new replacement immediately.

4. Non-Returnable Items

We cannot accept returns on promotional sale items or digital gift cards.

5. Exchanges

The fastest way to ensure you get the support solution you need is to return the item you have. Once the return is inspected and officially accepted, you can make a separate purchase for a new variant or item.

6. Processing Your Refund (Prepaid vs. COD Orders)

We will notify you once we have received and thoroughly inspected your returned package, and let you know if the refund is approved.

• For Prepaid Orders: If approved, you will be automatically refunded via your original online payment method within 10 business days. Please note it can take additional processing time for your bank or card issuer to post the funds.

• For Cash on Delivery (COD) Orders: If your order was paid via cash at delivery, refunds cannot be issued back in cash. Our team will contact you securely via email or WhatsApp to collect your UPI ID or bank account details to transfer the refund amount directly into your account once approved.

If more than 15 business days have passed since we approved your return and you haven't received your funds, please reach out to us at msquarecommercialcomplex@gmail.com.