Return and Refund Policy

1. Introduction

At Elinluma (hereinafter referred to as “I”), I aim to provide clear and consistent procedures for returns, exchanges, refunds, and product-related concerns. This policy explains the conditions for returning an item, the allocation of return shipping costs, the refund process, and the timeframes for handling customer requests.

This policy distinguishes between voluntary returns offered by me, remedies for defective or incorrectly supplied goods, and any statutory cancellation or withdrawal rights that apply to a particular purchase. Nothing in this policy is intended to waive or restrict consumer rights that cannot lawfully be excluded.

2. Return Periods and Applicable Withdrawal Rights

2.1 Voluntary 35-Day Return Period

I offer a voluntary return period of 35 calendar days beginning on the recorded delivery date. During this period, you may request a return for a change of mind or another reason covered by this policy.

To start a return, please contact me using the email address or telephone number provided in Section 11. I will explain the applicable return procedure and any conditions that apply to your request.

For change-of-mind returns, items should be returned in reasonable condition, with their included components and accessories where possible. Any applicable return shipping costs will be disclosed in accordance with Section 8 and the information provided before purchase.

2.2 Fourteen-Day Return or Withdrawal Period Where Applicable

Where a statutory 14-day withdrawal right applies to your purchase, or where a 14-day withdrawal right has expressly been offered as part of the applicable sales terms, you may exercise that right by sending me a clear statement of your decision within the applicable 14-day period.

You may submit your withdrawal notice by email or telephone using the contact details in this policy. An email stating your intention to withdraw, together with sufficient information to identify your order, is an acceptable notification method. You do not need to provide a reason or photographs as a condition of exercising an applicable withdrawal right.

After notifying me of your withdrawal, you must send the goods back without undue delay and no later than 14 calendar days after communicating your decision to withdraw, where that return deadline applies. Please retain your shipping receipt and tracking information as proof of dispatch.

For purchases governed by U.S. law, a universal statutory 14-day change-of-mind withdrawal right does not generally apply to ordinary online retail purchases. The 14-day procedure in this section applies only where required by applicable law or expressly provided for the relevant purchase. The voluntary 35-day return period remains available under the conditions described in this policy.

2.3 Withdrawal Refunds Where Applicable

Where the applicable withdrawal rules require reimbursement, I will refund the payments covered by those rules, including the original standard delivery charge where required. Any additional amount paid for a more expensive delivery method may be excluded where the applicable rules permit.

Refunds will generally be issued using the original payment method unless another method is expressly agreed upon where permitted.

Where applicable law allows reimbursement to be withheld until the goods have been received or you have supplied evidence that the goods have been sent back, I may withhold reimbursement until the first of those conditions has been satisfied. You, as the customer exercising the withdrawal right, are the party responsible for supplying proof of return dispatch.

Any legally applicable reimbursement deadline takes priority over the standard processing periods described elsewhere in this policy.

3. Product Quality and Two-Year Quality Commitment

I stand behind the quality of the products I sell. Elinluma provides a two-year product quality commitment beginning on the recorded delivery date for eligible products, subject to the terms of any applicable written warranty and the rights available under applicable law.

This two-year commitment is a commercial quality commitment offered by me. It does not represent a statement that U.S. federal law establishes a universal two-year warranty period for all furniture or other consumer products.

If an item arrives damaged, has a manufacturing defect, fails to conform to its description, or otherwise does not meet the applicable purchase agreement or quality commitment, please contact me with your order number and a description of the issue.

Depending on the nature of the problem, the applicable warranty terms, and the requirements of applicable law, available remedies may include repair, replacement, an appropriate refund, or another suitable resolution.

Where I am responsible for resolving a confirmed defect or nonconformity, I will cover reasonable return transportation and other necessary costs to the extent required by applicable law or the applicable quality commitment.

I will not require you to pay return shipping costs where applicable law or the relevant quality commitment requires me to bear those costs. Nothing in this section limits applicable implied warranties, express warranty rights, or other non-waivable consumer protections.

4. Conditions for Voluntary Returns

Within the 35-day voluntary return period, you may request a return for reasons including:

  • A change of mind or personal preference.

  • A substantial difference between the delivered item and its published description or specifications.

  • Visible damage or a significant cosmetic defect.

  • A product quality concern affecting ordinary use.

  • An unusually strong or persistent odor that materially affects normal use.

  • A substantial color discrepancy compared with the product description, taking into account reasonable differences caused by display settings and lighting.

For change-of-mind returns, the item should be returned in reasonable condition with its included parts and accessories where possible. Please use suitable packaging to protect the item during transportation.

If an item is defective, damaged, or materially different from the agreed description, I will review the circumstances and determine the appropriate resolution under the applicable quality commitment and consumer protection requirements.

A voluntary return request may be subject to review, but this review process will not be used to delay or deny a remedy required by applicable law.

5. How to Request a Return

Step 1: Contact Me

Email team@elinluma.com or call +1 (425) 638-2749.

Please provide your order number, the email address associated with the purchase, and a brief description of your request. Photographs or videos may be helpful for damage or quality claims, but they are not required to submit a clear withdrawal notice where an applicable withdrawal right does not require them.

Step 2: Receive Return Instructions

I will review your request and provide the appropriate instructions, including the designated return address and any applicable packaging or shipping requirements.

For voluntary returns, I will confirm whether the request meets the conditions of this policy. Requests exercising an applicable statutory right will be handled according to the relevant requirements rather than being made conditional on discretionary approval under the voluntary return process.

Step 3: Send the Item Back

Unless I provide different instructions for a particular order, the return address is:

16208 SE 173rd Pl, Renton, WA 98058, United States

Where an applicable withdrawal right requires the goods to be dispatched within 14 days after the withdrawal notice, you must send the goods within that period.

A prepaid return shipping label is not automatically included with every order. If I provide a label or arrange collection, I will explain the applicable procedure. For defective or nonconforming goods, return arrangements and costs will be handled in accordance with applicable law and the relevant quality commitment.

For large furniture that cannot reasonably be returned through ordinary parcel services, please follow the product-specific return arrangements and the estimated return cost disclosed before purchase.

Step 4: Inspection and Resolution

When the returned item arrives, I will inspect its condition where inspection is appropriate and compare the findings with the information provided in the return request.

For voluntary returns, I will notify you of the outcome where necessary. Once the return has been received, inspected, and accepted, I will initiate the refund within 1–3 business days.

If an issue is identified that affects eligibility for a voluntary return, I will explain the findings and discuss the available next steps.

Inspection will not extend a statutory refund deadline or restrict any other rights that apply to your purchase.

6. Exchange Policy

If you prefer a replacement rather than a refund, you may contact me to request an exchange within the applicable return period or to seek a remedy for a defective or nonconforming item.

Step 1: Submit Your Request

Email team@elinluma.com or call +1 (425) 638-2749. Include your order number and a description of the requested exchange. Photographs or videos may help me assess a product-related concern.

Step 2: Review and Instructions

I will review the request and explain whether an exchange can proceed. If approved, I will provide the return instructions and designated return address.

Step 3: Return the Original Item

Send the original item according to the instructions provided and retain your shipping receipt and tracking details until the matter has been resolved.

Step 4: Dispatch the Replacement

For an approved voluntary exchange, I will arrange shipment of the replacement within 1–3 business days after the returned item has been received, inspected, and the exchange has been approved.

Exchange availability depends on stock, the item's condition, and the nature of the request. If the requested replacement is unavailable, I will contact you to discuss the available alternatives.

Where applicable law requires a specific remedy for a defective or nonconforming product, that requirement takes priority over the voluntary exchange process.

Please refer to the Shipping Policy for estimated processing and transit times.

7. Refund Methods and Processing Times

7.1 Voluntary Return Refunds

For a voluntary return, I will initiate the refund within 1–3 business days after the returned item has been received, inspected, and accepted.

The refund will generally be issued to the original payment method used for the purchase. For example, a payment made by Visa or Mastercard will normally be refunded to the corresponding card account.

7.2 Order Cancellation Refunds

If an order cancellation is accepted before shipment, I will initiate the refund within 1–3 business days after confirming the cancellation.

If an order has already been packed, dispatched, or transferred to a carrier, cancellation may no longer be possible. In that case, I will explain the applicable return procedure.

If I cannot ship an order within the time promised, or within the applicable default shipping period, I will provide any required delay notice and cancellation option. Where a full refund is required because the order cannot be fulfilled or the customer cancels following a qualifying shipping delay, I will process that refund promptly in accordance with applicable law.

7.3 Refunds for Withdrawal or Product Defects

Where a statutory withdrawal right applies, the applicable statutory reimbursement deadline and any permitted conditions for withholding reimbursement will take priority over the voluntary refund timeline.

For a confirmed defective or nonconforming item, I will process the appropriate remedy within the timeframe required by applicable law and the relevant quality commitment.

7.4 Bank and Payment Provider Processing

The processing periods stated above refer to the time when I initiate the refund. The time required for funds to appear in your account depends on your bank, card issuer, or payment provider.

Refunds commonly appear within 1–3 business days after initiation, but some providers may take longer. If the refund has not appeared after the expected period, please contact me with your order number and refund confirmation so I can help investigate.

8. Return Shipping Costs and Large Furniture

8.1 Change-of-Mind Returns

For voluntary returns based solely on a change of mind or personal preference, you are responsible for the direct return shipping cost unless I expressly state otherwise before purchase or applicable law requires me to cover that cost.

The return shipping method must be suitable for the product's size, weight, packaging, and delivery requirements.

8.2 Defective, Damaged, or Incorrect Items

If a product arrives damaged, has a confirmed quality defect, or materially differs from the order, I will cover reasonable return transportation costs where required by applicable law or the relevant quality commitment.

Please contact me before arranging an expensive return shipment so that I can explain the appropriate procedure. This request for coordination does not remove any statutory rights you may have.

8.3 Large Furniture That Cannot Reasonably Be Returned by Ordinary Parcel Post

Some furniture items are too large, heavy, or bulky for ordinary parcel services. For these products, I will disclose the estimated return transportation cost or a reasonable method for calculating that cost on the relevant product page or otherwise before the purchase contract is concluded.

The disclosure will identify the conditions used to calculate the estimate, including the applicable pickup area, package dimensions, weight, number of packages, and the return destination where relevant.

The applicable estimate will be shown before purchase, rather than being deferred until a return is requested.

For a bulky item, the estimate will be based on a suitable return transportation service, such as a carrier offering oversized freight, scheduled collection, or other appropriate furniture transportation. The estimate will account for the expected transportation charge and any disclosed collection or handling charges that are applicable to the stated return method.

Where the actual package details, pickup location, or return requirements differ from the assumptions used for the estimate, the actual cost may differ. Any material limitation or assumption will be disclosed alongside the estimate before the order is placed.

I will not rely solely on a statement that a final return shipping quotation will be provided after the customer has requested a return.

8.4 Calculation Method for Bulky-Item Return Costs

Where an exact return fee cannot reasonably be quoted for every delivery address, I will provide a reasonable estimate or a calculation method before purchase. Depending on the product and available transportation services, the calculation may be based on:

  • The product's packaged dimensions and actual or dimensional weight.

  • The number of cartons or shipping units.

  • The pickup ZIP code or applicable pickup zone.

  • The return destination or designated return facility.

  • The suitable transportation service and any disclosed collection or handling fees.

The estimate will be derived from the relevant transportation rate or a reasonable rate schedule applicable to those conditions. The product page will identify the applicable estimate or explain how it is calculated, together with the conditions under which it applies.

For defective or nonconforming products, I will not charge you for return transportation where applicable law or the relevant quality commitment requires me to bear that cost.

8.5 Required Product-Page Return Cost Disclosure

For furniture that cannot reasonably be returned through ordinary parcel post, the following information must be completed and displayed on the relevant product page before purchase.

Disclosure item Information to display
Product or SKU The relevant furniture item or SKU
Return transportation method Suitable oversized parcel, freight, or scheduled collection service
Estimated return fee The actual estimated amount in USD for the stated conditions
Estimate assumptions Package dimensions, weight, carton count, pickup ZIP code or zone, and return destination where relevant
Calculation method The applicable carrier rate, zone-based rate, or other reasonable calculation method
Customer-paid return conditions Applicable only to eligible change-of-mind returns, subject to disclosed terms and applicable law
Defective or incorrect items Return transportation paid by me where required by applicable law or the relevant quality commitment

The estimated amount and calculation assumptions must be populated using actual product and transportation information before the relevant product is published for sale. A generic statement referring customers to customer service after purchase is not a substitute for this disclosure.

9. Customer Responsibilities and Return Shipment Issues

Please provide accurate order details and contact information when submitting a return, exchange, withdrawal, or refund request.

For voluntary returns, use suitable packaging and follow the applicable return instructions. Retain your shipping receipt and tracking details until the return has been received and the matter has been resolved.

If the returned item's condition differs materially from the description in the request, I will review the available information and explain how it affects the voluntary return decision. This review will not override any applicable statutory rights.

If a return shipment is delayed, lost, or damaged during transportation, please contact me promptly and provide the available tracking information. I will review the circumstances and assist with the appropriate next steps.

10. Complaints and Response Times

If you have a concern about a product, return, exchange, refund, or delivery, please contact me by email or telephone.

I aim to provide an initial response to complaints within 1–3 business days after receiving them. In all cases, I will respond to a complaint within 14 calendar days of receipt, subject to any shorter or otherwise applicable mandatory deadline under applicable law.

If the matter requires further investigation, I will explain the next steps and provide an update as appropriate. The initial response may explain the investigation process and does not necessarily mean that the final resolution will be completed within the same period.

Nothing in this section extends any statutory deadline for a refund, warranty remedy, or other required action.

11. Contact Information

For questions about returns, refunds, exchanges, withdrawal notices, product quality, bulky-item return costs, or complaints, please contact me using the details below.

Address: 16208 SE 173rd Pl, Renton, WA 98058, United States

Phone: +1 (425) 638-2749

Email: team@elinluma.com

Business Hours: Monday through Friday, 9:00 AM to 6:00 PM Eastern Time (ET), excluding applicable holidays.