Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. 

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

To start a return, you can contact us at Support@startlume.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at Support@startlume.com.

 

What We Need from You

To process a return or refund, please email to [Support@startlume.com] with the following:

Your full name and order number
A clear photo and video of the damaged, incorrect, or faulty item
A brief description of the issue

Return requests must be submitted within 14 days of receiving your order. Requests made after this period may not be eligible for a refund or replacement.

Our team will review your request and respond within "1–5" business days.

If your request is approved, we will:

 Send you a replacement item (in most cases, you won’t need to return the original item),
or
Issue a refund to your original payment method, depending on the situation.

 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

 

 Return Eligibility

We accept returns or refunds  under the following conditions:

You received a damaged or defective item You received the wrong product
Your order arrived missing items
 The product is significantly different from its description

 

Returns are not accepted for:

Buyer’s remorse (changed mind, wrong size/color selected)
Shipping delays due to customs, holidays, or courier issues
Items marked as non-returnable or on final sale

 

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too. 

If you have any questions, feel free to contact us at Support@startlume.com