Return Policy

Return  Policy

Return Window

Customers may request a return within 30 days after confirmed delivery of the order.

Before returning any item, customers must contact Lumizona customer support so we can review the request, confirm eligibility, and provide the correct return instructions.

Return Eligibility

Unless an item was received damaged, defective, incorrect, incomplete, or otherwise covered under applicable consumer protection laws, returned products must meet the following requirements:

  • Unused and in original condition
  • Unmodified and undamaged
  • Returned with all original accessories
  • Include manuals, cables, remote controls, product documentation, and original packaging where applicable

Proof of purchase is required for all return requests.

Non-Returnable Items

Certain products may not be eligible for return due to product condition, hygiene, personalization, or safety considerations.

Non-returnable items may include, but are not limited to:

  • Personalized or customized products
  • Items damaged through misuse, improper installation, or modification
  • Products marked as final sale
  • Items specifically identified as non-returnable on the product page

Any applicable exclusions will be communicated before a return request is approved.

Damaged, Defective, Incorrect, or Incomplete Orders

Customers should inspect their order promptly after delivery.

If your order arrives damaged, defective, incorrect, or incomplete, please contact our customer support team as soon as possible.

To help us review your request, please provide:

  • Order number
  • Clear photos or videos of the product
  • Photos of the packaging and shipping label when applicable

Our team will review the information provided and assist with an appropriate resolution, including replacement, refund, or other available solutions where applicable.

Return Shipping

Customers are generally responsible for return shipping costs for preference-based returns, including:

  • Change of mind
  • Incorrect selection
  • No longer needing the product

If Lumizona confirms that an item was damaged, defective, or incorrectly shipped, we will provide appropriate assistance and return instructions.

Original shipping charges are not refundable unless required by applicable law or otherwise stated.

Refunds

Approved refunds will be processed after the returned item has been received and inspected.

Refunds will be issued to the original payment method used during checkout.

Please note that processing times may vary depending on:

  • Payment providers
  • Banks
  • Credit card companies
  • Financial institutions

Where permitted, refunds may be adjusted for missing accessories, damaged items, excessive use, or reduced product value.

Exchanges

Exchange availability depends on product availability and inventory levels.

In some cases, the fastest solution may be returning an eligible product and placing a new order after the return request has been approved.

Order Cancellations

Cancellation requests must be submitted as soon as possible after placing an order.

We will make reasonable efforts to assist with cancellation requests before order processing begins.

However, cancellations cannot be guaranteed once an order has entered processing, fulfillment preparation, or shipment.

Contact Us

If you have any questions regarding returns, refunds, exchanges, or cancellations, please contact us:

Lumizona is operated by SWISSTIME GROUP CO., LIMITED

Address: Room 2311, 23/F, Bea Tower Millennium City 5, 418 Kwun Tong Road, Kwun Tong, Hong Kong

Email: service@lumizona.com