Returns & Refunds

1. Return Window

You may request a return within 7 days of receiving your order. Requests made after this period will not be accepted unless the item is faulty or damaged on arrival.

To initiate a return, contact the vendor directly through your order dashboard or reach our support team at support@lumoo.my.

2. Condition Requirements

To be eligible for a return, items must be:

• In original, unused condition
• In their original packaging with all labels intact
• Free from damage caused after delivery
• Accompanied by proof of purchase (order number or invoice)

3. Non-Returnable Items

The following items cannot be returned:

• Custom-cut or custom-fabricated materials (e.g., cut-to-size tiles, custom steel)
• Items that have been installed, used, or modified
• Sealed items where the seal has been broken (e.g., adhesives, sealants, chemicals)
• Bulk orders over 50 units unless faulty
• Perishable or time-sensitive materials

4. Faulty or Damaged Items

If your item arrives damaged or defective, you are entitled to a full refund including delivery charges. Please:

• Inspect all deliveries before signing
• Photograph any damage at the time of receipt
• Report the issue within 48 hours of delivery

Late reports of damage may not be eligible for a full refund.

5. Refund Processing

Approved refunds are processed within 7 business days of the returned item being received and inspected by the vendor.

Refunds are issued via the original payment method:

• Bank transfer — refunded to the same account used for payment
• QMoney / Afrimoney — refunded to the same mobile wallet

LUMOO acts as a marketplace platform. Refunds are fulfilled by the individual vendor. If a vendor fails to process an approved refund, contact LUMOO support and we will intervene.

6. Return Shipping

Unless the item is faulty, return shipping costs are borne by the buyer. We recommend using a tracked delivery service — LUMOO is not responsible for items lost in return transit.

7. Contact Us

For return or refund enquiries, contact us at support@lumoo.my or via WhatsApp at +220 XXX XXXX.