Refund policy
30-day money-back guarantee
We want you to love your Lumele product. If you are not satisfied, you can return it within 30 days of delivery for a full refund of the product price.
Your right of withdrawal (EU & UK)
If you live in the European Union or the United Kingdom, you have the legal right to withdraw from your purchase within 14 days of delivery without giving any reason. Our 30-day guarantee extends this period and does not limit your legal rights.
How to return
- Email us at velvethourstudio.co@gmail.com with your order number and the reason for the return.
- We will reply within 24-48 hours with the return address and instructions. Please do not send items back without contacting us first.
- Pack the item securely, ideally in its original packaging, and send it back with a tracked service.
Conditions
- The item must be complete, with the remote control and all accessories.
- Return shipping costs are paid by the customer, unless the item arrived damaged, defective or wrong.
- If the item was used, we may reduce the refund for any loss in value caused by handling beyond what is needed to check the product.
Damaged, defective or wrong items
If your item arrives damaged or stops working, contact us within 30 days of delivery with a photo or short video of the problem. We will send you a replacement or a full refund at no cost to you. Your legal warranty rights under EU and UK law always apply.
Refunds
Once we receive and check your return, we will refund you to the original payment method within 14 days.
Cancellations
You can cancel your order free of charge before it ships. Email us as soon as possible with your order number.