Refund policy

At LumaComb, we aim to provide a clear and reliable return and refund process. This policy applies to all orders placed through lumacomb.com.

1. Return Window

You may request a return within 30 days from the date you receive your order. The return request must be submitted within this 30-day period. Return requests submitted after this period may not be accepted.

2. Return Conditions

To qualify for a return, items must meet all of the following requirements:

• Unused and in original resalable condition
• Original packaging, tags, and accessories included, where applicable
• No signs of use, wear, damage, washing, staining, or contact with hair or scalp
• Proof of purchase or order number provided

We accept returns for:

• Change of mind or buyer's remorse, provided the item is unused and meets the return conditions above
• Product defects or quality issues
• Incorrect items sent due to our error
• Items damaged during transit when reported with supporting photos or video

3. Personal-Care and Hygiene Requirements for Combs

LumaComb products are personal-care items.

Unused combs in their original packaging may be returned under this policy.

Combs that have been used, placed on hair or scalp, washed, or otherwise cannot be resold for hygiene reasons generally cannot be returned, except when the item is defective, damaged during transit, or incorrect.

4. Non-Returnable Items

The following items cannot be returned:

• Used personal-care items that cannot be resold for hygiene reasons
• Customized or personalized products
• Digital products
• Clearance or final-sale items clearly marked as such at checkout
• Items damaged by improper use or handling after delivery

5. How to Request a Return

Please email support@lumacomb.com and include:

• Order number
• Reason for the return
• Photos or video if the item is damaged, defective, or incorrect

Please do not ship anything back until we confirm your return request and provide return instructions.

After your return request is approved, our customer service team will email you the applicable return address and packing requirements.

6. Unshipped Orders and Cancellations

If your order has not yet shipped, you may email support@lumacomb.com with your order number to request cancellation.

If we are able to cancel the order before it ships, we will refund the full amount paid, including any original shipping charges, to your original payment method.

If the order has already shipped, please follow the return process above.

7. Return Shipping Fees

• Change-of-mind or unused-item returns: The customer is responsible for return shipping costs.
• Defective, damaged-in-transit, or incorrect items: LumaComb will pay or reimburse reasonable return shipping costs after the claim is approved.

Return shipping costs are based on the actual carrier rate. We recommend using a trackable shipping service.

If you choose an untracked shipping method and the return package does not arrive, we may be unable to issue a refund.

8. Return Address

To ensure that returns are processed correctly, the return address is not published on the website in advance.

After your return request is approved, our customer service team will provide the correct return address by email. Please ship your return only to the address provided by our customer service team.

Orders for customers in the United States are fulfilled and shipped from our U.S. logistics center. Approved returns for U.S. orders are generally sent to our U.S. logistics center as specified in the return approval email.

Please do not send returns to our Hong Kong address.

9. Inspection and Refund Timing

After we receive the returned item, we will inspect it and process eligible refunds within 3–5 business days.

Refunds will be issued to the original payment method used at checkout, including credit cards, PayPal, or other available payment methods.

Your bank or payment provider may require additional time to post the refund to your account.

If a returned item does not meet the return conditions in this policy, we may be unable to issue a refund. If you request that the item be sent back to you, you will be responsible for the return-to-sender shipping cost.

10. Restocking Fee

We do not charge a restocking fee for approved returns.

11. Lost or Damaged Return Packages

If a return package is lost or damaged during transit, please contact us promptly and provide the tracking number, shipping receipt, and photos if applicable.

We will review the information and assist with resolving the issue.

We cannot guarantee a refund for returns shipped without tracking.

12. Exchanges and Partial Returns

Exchanges are subject to product availability.

To request an exchange, please email support@lumacomb.com.

Partial returns are accepted as long as the returned items meet the return conditions above.

If an exchange results in a price difference, the difference will be charged or refunded separately, as applicable.

13. Contact

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

Brand: LumaComb

Operating Company: YAOCEI LIMITED

Email: support@lumacomb.com

Telephone: +852 7757 6288

Production and Product Operations Address:
Flat E19, 10/F, No.52 Hung To Road
Kwun Tong, Hong Kong

Customer service inquiries may be sent to:

support@lumacomb.com