Refund policy

Last Updated: July 29, 2026

At Luwino Home, we want every order to feel like a confident purchase. If something isn't right, the guidelines below explain how returns and refunds work so you always know where you stand.

Order Cancellations

Need to cancel? Reach out to us at info@luwinohome.com with your order number within 24 hours of placing it and we'll take care of it.

After this window, your order may already be moving through fulfillment and can no longer be cancelled. If it has already shipped, you're welcome to return it once it arrives, following the steps below.

30-Day Return Period

You have 30 days from the day your order arrives to request a return.

To be eligible for a return:

• Items must be unused and in the same condition you received them
• Items must include original packaging, tags, and accessories
• Proof of purchase or order confirmation may be required

We do not charge any restocking fees.

Return Summary

• Return Window: 30 days from delivery
• Condition: Unused, original condition with packaging
• Restocking Fee: None
• Customer Support: Assistance provided throughout the process

Return Costs

Defective, Damaged, or Incorrect Items

There is no return cost to the customer if the item:

• Arrives damaged
• Is defective
• Is incorrect

Customer-Initiated Returns

Return shipping costs are the responsibility of the customer if:

• The wrong item was ordered
• The item does not meet expectations
• The item is no longer wanted

Original shipping fees from the order are non-refundable.

How to Start a Return

Step 1 — Contact Us
Email info@luwinohome.com with your order number and reason for return.

Step 2 — Prepare Your Item
Repack the item securely in its original packaging with all included materials.

Step 3 — Send the Return
Follow the return instructions provided by our support team.

Returns sent without prior approval may not be accepted.

Refund Process

• Returned items are inspected upon arrival
• Approved refunds are issued to the original payment method
• Refunds are typically processed within 5–10 business days

Depending on your bank or payment provider, it may take an additional 3–10 business days for the refund to appear in your account.

Exchanges

We accept exchanges when applicable.

If you need a different item, size, or variation, please contact info@luwinohome.com and our support team will assist you with the exchange process.

Delivery Issues

If your order does not arrive within the expected timeframe, please contact us with your order number.

If a shipment is confirmed lost, we will offer either:

• A replacement at no additional cost, or
• A full refund

Missing Items

If an item is missing from your delivery, please contact us within 48 hours of delivery at info@luwinohome.com with your order number and clear photos of the package received.

Non-Returnable Items

Certain items are not eligible for return, including:

• Used or worn items
• Opened personal care products for hygiene reasons
• Customized or personalized items
• Sale items
• Gift cards

Policy Updates

We reserve the right to update or modify this Refund & Return Policy at any time. Any changes will be reflected on this page with an updated revision date.

We encourage customers to review this policy periodically. Continued use of our website following any changes constitutes acceptance of the updated policy.

Contact Information

Store Address: 114 Oakland St, Greenfield, Massachusetts 01301, United States

Store Email: info@luwinohome.com

Store Phone: +14135006499

Customer Service Hours: Monday to Friday: 9:00 AM - 5:00 PM (ET)

We do our best to reply to your e-mail within 1-2 business days.