Return & Refund Policy

At lumenvstl, operated by LUMEN COMPASS PTE. LTD, we want customers to shop with confidence.

This Return & Refund Policy explains how returns, refunds, damaged products, incorrect products, exchanges, and cancellations are handled.

Return Period

Eligible products may generally be returned within 14 days after receiving the order.

Before sending any product back, please contact our customer service team through our website.

Please provide your order number and the reason for your return request.

Return Eligibility

To qualify for a return, a product should generally be:

Unused
Unassembled where applicable
In substantially the same condition in which it was received
Free from customer-caused damage
Returned with original packaging where reasonably possible
Returned with accessories, manuals, components, and parts supplied with the product

For home furnishings or décor items, please take reasonable care when opening and inspecting the product.

Non-Returnable Items

Where permitted by applicable law, returns may not be accepted for:

Personalised products
Custom-made products
Made-to-order products
Products altered at the customer’s request
Products damaged through misuse
Products showing excessive use
Products returned incomplete
Hygiene-sensitive products after use or opening where return would be inappropriate
Other items that cannot reasonably be resold for hygiene or safety reasons

Nothing in this policy is intended to remove rights that customers may have under applicable law for defective, unsafe, incorrectly supplied, or misdescribed products.

How to Request a Return

To request a return:

Contact our customer service team through the lumenvstl website.
Provide your order number.
Identify the product you wish to return.
Explain the reason for the return.
Provide photographs where requested.
Wait for return instructions before sending the product.

Please do not automatically send products to our Singapore business address unless our customer service team has specifically instructed you to do so.

Damaged Products

If your product arrives damaged, please contact us as soon as reasonably possible after delivery.

Where possible, provide photographs showing:

The damaged product
The damaged area
The external packaging
The shipping label
Any damaged internal packaging

This information helps us review the issue with our fulfilment or shipping provider.

Incorrect or Missing Products

If you receive the wrong item, an incorrect variant, or an order with missing components, please contact us and provide your order information.

After reviewing the issue, we may offer an appropriate solution such as:

Replacement
Missing component shipment
Refund
Other suitable remedy

Refunds

Once an eligible returned product is received and inspected, we will review the return.

If approved, the refund will normally be issued to the original payment method.

The time required for funds to appear in your account may depend on your bank, card issuer, or payment provider.

Return Shipping

Original standard shipping from lumenvstl is free.

Responsibility for return shipping costs will depend on the reason for the return and applicable circumstances.

Where a product is confirmed to be faulty, damaged on arrival, or incorrectly supplied, we will provide an appropriate remedy subject to applicable law.