Refund policy

Last Updated: October 27, 2026

Thank you for shopping with LumaComb.

At LumaComb, we are committed to providing a fair, transparent, and reliable return and refund experience.

This policy applies to eligible purchases made through lumacomb.com. We currently ship only to eligible addresses within the United States.

Please review the following terms before requesting a return, refund, exchange, or order cancellation.

1. 30-Day Return Policy

LumaComb accepts eligible return requests submitted within 30 calendar days from the date your order is delivered.

The return period begins on the delivery date confirmed by the shipping carrier.

Return requests must be submitted within this 30-day period. Requests submitted after this period may not be accepted, except where otherwise required by applicable law.

To begin a return, please contact us at support@lumacomb.com and provide your order number.

Please do not ship any product back before receiving return authorization and instructions from our customer support team.

2. Return Eligibility and Conditions

LumaComb accepts eligible returns for both defective and non-defective products.

Products in new or slightly used condition may qualify for return, subject to the following requirements:

  • The return request must be submitted within 30 calendar days after delivery.

  • The item must be in new or slightly used condition.

  • The item must not be excessively used, intentionally damaged, or materially altered.

  • Original packaging, tags, accessories, and included components should be provided where reasonably possible.

  • Valid proof of purchase or an order number must be provided.

  • The return must follow the instructions provided by our customer support team.

We accept eligible return requests for:

  • Change of mind or buyer's remorse.

  • Incorrect products ordered by the customer.

  • Defective products or quality issues.

  • Incorrect products shipped due to our error.

  • Products damaged during shipping.

Opening the package, inspecting the product, or limited use does not automatically make an item ineligible for return.

Defective, damaged, or incorrectly supplied products may qualify for a refund or replacement even when standard product-condition requirements do not apply.

Nothing in this policy limits consumer rights provided by applicable law.

3. Personal-Care and Hygiene Requirements

LumaComb primarily sells wooden hair combs and related personal-care accessories.

Both new and slightly used products may qualify for returns within the applicable 30-day return period.

For hygiene and product safety reasons, returned personal-care items must not present a health or safety risk.

A product that has been opened, inspected, or lightly used is not automatically excluded from return eligibility.

However, items that are excessively used, contaminated, materially damaged, or altered in a way that prevents safe handling may be subject to additional restrictions where permitted by applicable law.

Any applicable product-specific return restrictions will be disclosed before purchase.

These restrictions do not apply in the same manner to verified product defects, shipping damage, or incorrectly supplied products.

Such cases will be reviewed separately under the applicable provisions of this policy and consumer protection laws.

4. Non-Returnable Items

The following items may be ineligible for change-of-mind returns, subject to applicable law and any restrictions disclosed before purchase:

  • Personal-care items presenting health or hygiene risks due to contamination or excessive use.

  • Customized or personalized products.

  • Digital products, if offered.

  • Clearance or final-sale items clearly identified as non-returnable before purchase, where permitted by law.

  • Items intentionally damaged or materially altered through misuse, negligence, or improper handling after delivery.

Slightly used products are not automatically excluded from return eligibility.

These exclusions do not affect applicable statutory rights concerning defective, damaged, misrepresented, or incorrect products.

5. How to Request a Return

To request a return, please follow the steps below.

Step 1: Contact Customer Support

Email support@lumacomb.com within 30 calendar days of delivery.

Please include:

  • Your order number.

  • The name of the product you wish to return.

  • Your reason for requesting the return.

  • Photos or videos if the product is damaged, defective, or incorrect.

Step 2: Return Authorization

Our customer support team will review your request and confirm whether your item meets the applicable return requirements.

If your request is approved, we will provide the designated return address and detailed return instructions by email.

Step 3: Prepare and Ship the Return

Securely package the product and include its original accessories and packaging, where reasonably possible.

A prepaid return shipping label is included in the original package at no additional cost to the customer.

Use the prepaid return shipping label included in your package and follow the approved return instructions.

If the label is missing, damaged, or unusable, please contact our customer support team for assistance.

Please retain proof of shipment and any available tracking information.

Step 4: Inspection and Refund

After receiving and inspecting the returned product, we will process approved refunds within 5 calendar days.

Approved refunds will be issued to the original payment method.

Please do not send returns to any address other than the designated return address provided by our customer support team.

6. Return Shipping Costs

LumaComb provides FREE return shipping for all eligible returns, including returns of defective and non-defective products.

Return Reason Return Shipping Responsibility
Change of mind or buyer's remorse LumaComb pays
Incorrect purchase by the customer LumaComb pays
Eligible new or slightly used item LumaComb pays
Defective product LumaComb pays
Product damaged during shipping LumaComb pays
Incorrect item shipped by LumaComb LumaComb pays

Free Return Shipping

Customers are not required to pay return shipping costs for eligible returns, regardless of whether the return is due to personal preference, an ordering mistake, a change of mind, a product defect, shipping damage, or an incorrect item.

A prepaid return shipping label is included in the original package at no additional cost to the customer.

If the prepaid return label is missing or cannot be used, please contact support@lumacomb.com for assistance.

Customers must follow the approved return instructions and use the designated return shipping service.

Restocking Fee

LumaComb does not charge a restocking fee for approved returns.

Restocking Fee: $0.00 USD.

7. Return Address and Return Method

Returns must be authorized by our customer support team before they are shipped.

All customer orders are fulfilled and shipped from our U.S. logistics center.

Approved returns for U.S. orders are generally directed to our designated return facility within the United States.

Once your return request has been approved, we will provide the complete return address and instructions by email.

Customers may use the free prepaid return shipping label included in the original package.

Please send your return only to the designated address provided in the authorization email.

Do not send returns to our Hong Kong production and product operations address.

LumaComb does not currently offer in-store returns or physical drop-off services.

8. Refund Amount and Original Shipping Charges

For approved returns due to a change of mind, incorrect purchase, or personal preference, we will refund the amount actually paid for the eligible returned products, including applicable product-related taxes.

LumaComb provides free standard shipping for all eligible U.S. orders. No standard outbound shipping fee is deducted from approved refunds.

For confirmed product defects, shipping damage, incorrect items, or errors caused by LumaComb, we will provide an appropriate refund or replacement.

For partial returns, refunds will be calculated based on the actual amount paid for eligible returned items, including applicable taxes and adjustments.

Any discounts applied at checkout will be considered when calculating the refund.

We do not charge return shipping fees or restocking fees for eligible returns.

9. Refund Processing Time

Once an eligible returned product has been received, inspected, and the refund approved, we will process the refund within 5 calendar days.

Approved refunds will be issued to the original payment method used at checkout.

Depending on the original payment method, refunds may be processed through:

  • Credit or debit cards.

  • PayPal, if used for the original purchase.

  • Other supported payment methods available at checkout.

Your bank or payment provider may require additional time to post the refund after it has been issued.

If the returned product does not meet the applicable return requirements, we will notify you of the outcome.

If you request an ineligible product to be shipped back to you, any applicable return-shipment arrangements will be discussed with you before shipment.

Refunds or other remedies required by applicable law will be honored.

10. Damaged, Defective, or Incorrect Products

If your order arrives damaged, contains a defective product, or includes an incorrect item, please contact us as soon as reasonably possible.

We recommend reporting shipping damage or incorrect deliveries within 7 calendar days of delivery, or within 7 calendar days after the issue becomes apparent.

Please provide:

  • Your order number.

  • A description of the issue.

  • Clear photographs of the product and packaging, where applicable.

  • Relevant shipping or tracking information, if available.

Our customer support team will review the claim and may request additional information when necessary.

For confirmed product defects, shipping damage, or incorrect items caused by our error, we may offer:

  • A replacement product, subject to availability.

  • A refund to the original payment method.

  • Another appropriate resolution agreed upon with the customer.

If a return shipment is necessary for an approved claim caused by our error, LumaComb will cover the return shipping costs.

Customers may use the prepaid return shipping label included in their original package or contact our support team for an alternative free return arrangement.

The recommended 7-day reporting period does not replace the 30-day return request window or restrict any applicable statutory consumer rights.

11. Order Cancellations

If your order has not yet shipped, you may request cancellation by emailing:

support@lumacomb.com

Please include your order number and cancellation request.

If we can cancel the order before shipment, we will issue a full refund of the amount paid.

As standard shipping is free for eligible U.S. orders, no standard outbound shipping fee applies to the cancellation refund.

The refund will be issued to the original payment method.

Once an order has been shipped, cancellation cannot be guaranteed.

If your order has already shipped, please follow the applicable return process after delivery.

12. Lost or Damaged Return Shipments

Customers should use the prepaid return shipping label included in the original package and follow the approved return instructions.

Please retain proof of shipment and any available tracking information until your return has been completed.

If your return shipment is lost or damaged during transit, contact our customer support team and provide the available documentation.

If LumaComb provides the prepaid return shipping label, customers should use the designated carrier.

We will assist in investigating return shipments arranged through our designated return service when necessary.

If the original label is missing or unusable, our customer support team will provide assistance with an alternative free return arrangement.

13. Exchanges

LumaComb accepts eligible exchange requests within 30 calendar days after delivery, subject to product availability and applicable eligibility requirements.

Both new and slightly used products may qualify for an exchange.

To request an exchange, contact support@lumacomb.com.

Please provide your order number, the product you wish to exchange, and details of the requested replacement.

Exchanges must meet the applicable return eligibility and hygiene requirements.

Return shipping is free for all eligible exchanges.

Customers may use the prepaid return shipping label included in the original package.

Standard shipping for approved replacement items is free.

For verified defects, shipping damage, or incorrect products caused by our error, LumaComb will provide an appropriate resolution without charging return shipping fees.

If the replacement item has a different price, any applicable price difference will be communicated before the exchange is completed.

14. Partial Returns

LumaComb accepts partial returns when the items meet the applicable return requirements.

Refunds for partial returns will be based on the actual amount paid for eligible returned items, including applicable taxes.

Discounts and promotional adjustments will be taken into account when calculating the refund amount.

Eligible partial returns include free return shipping, with no restocking fees.

No standard outbound shipping fee will be deducted from approved partial refunds because eligible U.S. orders receive free standard shipping.

15. Customer Support Hours

Our customer support team operates according to the following schedule:

Business Days: Monday through Friday

Time Zone: Pacific Time (PT), Los Angeles

Closed: Saturdays, Sundays, and applicable U.S. public holidays

We typically respond to customer inquiries within 1 business day.

Requests received outside business days will be reviewed on the next business day.

16. Contact Information

If you have questions about returns, refunds, exchanges, cancellations, or existing orders, please contact us.

Brand: LumaComb

Operating Company: YAOCEI LIMITED

Customer Support 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

Order Fulfillment Location: United States

Return Address: Provided by email after return authorization

The Hong Kong address listed above is used for production and product operations and is not a customer return address.

We are committed to handling eligible returns, refunds, and customer concerns fairly and transparently.