Effective Date: November 26, 2025

At Lulumone Cross - Border Store ("we", "us", "our"), we strive to ensure your complete satisfaction with every purchase. This Returns & Refund Policy applies exclusively to orders shipped to the United States, outlining clear guidelines for returns, exchanges, and refunds to make the process simple and transparent for you ("you", "your").

1. Basic Return Eligibility

You may initiate a return for most products purchased from our store within 90 calendar days of the delivery date, for any reason (including change of mind). To be eligible for a full refund or exchange, the product must meet the following conditions:

· In its original, unused, and unaltered condition;

· With all original packaging, tags, labels, and accessories intact (e.g., user manuals, warranty cards);

· Free from damage, stains, or signs of wear caused by improper use;

· Not listed as "Final Sale" or "Non - Returnable" on the product page (such items will be clearly marked before purchase).

2. Special Cases: Defective or Incorrect Products

If you receive a product that is defective, damaged during shipping, or does not match the product description/your order (e.g., wrong size, color, model), we offer the following solutions at no additional cost to you:

· Free Replacement: We will send you a new replacement product and cover all return shipping costs for the defective/incorrect item;

· Full Refund + Return Shipping Coverage: You may choose to receive a full refund, and we will reimburse the return shipping fees;

· Exchange for Another Product: You can exchange the item for a different product of equal or greater value (you only need to pay the price difference if applicable).

For such cases, please contact us within 7 calendar days of receiving the product, and provide clear photos/videos of the product issue and the delivery package to facilitate our verification.

3. Return Process

To initiate a return, follow these simple steps to ensure a smooth process:

· Submit Return Request: Contact our customer service team at lj1721200@gmail.com with your order number, product name, reason for return, and desired solution (refund, exchange, replacement). You can also submit a request via your Lulumone account (if registered) by navigating to "My Orders" > Select the relevant order > "Initiate Return".

· Receive Return Confirmation: We will review your request within 1 - 2 business days. If approved, you will receive an email with a Return Merchandise Authorization (RMA) number and detailed return shipping instructions, including the designated return address (U.S. - based warehouse for faster processing).

· Package and Ship the Item: Clearly mark the RMA number on the outer package of the return. Pack the product securely to avoid damage during transit, and ship it using a trackable shipping method (we recommend using the same carrier as your original delivery for consistency).

· Provide Shipping Information: Reply to the return confirmation email with the tracking number of your return package, so we can monitor its status.

· Verification and Processing: Once we receive and verify the returned product (typically 3 - 5 business days after delivery to our warehouse), we will process your requested refund or exchange promptly.

4. Refund Details

· Refund Timing: After the returned product is verified, we will initiate the refund within 2 - 3 business days. The refund will be credited back to your original payment method. The time for the refund to reflect in your account depends on your payment provider:

o Credit/Debit Cards: 3 - 7 business days;

o PayPal: 1 - 3 business days;

o Other payment methods: Please refer to your payment provider’s guidelines.

· Refund Amount: For eligible returns, you will receive a full refund of the product purchase price. Original shipping fees (if applicable) are non - refundable unless the return is due to our error (e.g., defective product, wrong order).

· Return Shipping Costs: For 90 - day no - questions - asked returns (e.g., change of mind), you are responsible for the return shipping fees. For returns due to our error, we will reimburse the return shipping costs after receiving the shipping receipt.

5. Exchanges

If you wish to exchange a product for a different size, color, or model, follow the same return process outlined above and specify your exchange request in step 1. Once the original product is received and verified, we will ship the replacement product within 1 - 2 business days (subject to stock availability). If the desired exchange product is out of stock, we will contact you to offer a refund or waitlist option.

6. Non - Returnable Items

The following items are not eligible for return or refund unless defective or damaged upon delivery:

· Final Sale items (clearly marked on the product page);

· Personalized or custom - made products (e.g., items with engraved names, custom designs);

· Hygiene - sensitive products (e.g., children’s pacifiers, skincare samples) if the packaging is opened;

· Gift cards and digital products (e.g., e - books, online courses).

7. Lost or Damaged Return Packages

You are responsible for the return package until it reaches our warehouse. If the return package is lost or damaged during transit due to improper packaging or carrier issues, we may not be able to process your refund or exchange. We strongly recommend purchasing shipping insurance for high - value items.

8. Contact Us

For any questions, concerns, or assistance with returns and refunds, please contact our U.S. customer service team at: lj1721200@gmail.com. We typically respond to all inquiries within 1 business day and will work with you to resolve any issues promptly.

We reserve the right to update this Returns & Refund Policy from time to time. Any changes will be posted on this page with an updated effective date. Your continued use of our services constitutes acceptance of the revised policy.