Returns and Cancellation Policy

Effective Date: August 30, 2026

This Returns and Cancellation Policy is issued by Deyuan Shenghong (Shaanxi) Trading Co., Ltd., the legal entity behind the Presentlumi brand and the website presentlumi.com.

Refunds that are approved are handled under our separate Refund Policy. Please consult that policy for details on refund eligibility, amount, method, and timing.

Canceling or Modifying an Order

To ask for an order cancellation or change, please reach out to us promptly at service@presentlumi.com.

Kindly provide your order number and a clear description of the change you need.

We will make reasonable efforts to help with your request. However, after an order has entered processing, production, or dispatch, we cannot promise that it can still be changed or canceled.

Personalized, engraved, monogrammed, or made-to-order gift items may move into preparation or production soon after confirmation. Please review your item choices, quantities, personalization wording, billing details, and delivery information before placing an order.

If an order is successfully canceled before fulfillment, the applicable amount will normally be refunded to the original payment method.

Return Request Window

You may ask to return an eligible item within 30 days after delivery.

A return request is not approved automatically. Please contact us before sending anything, and wait for written approval, return instructions, and the correct return destination.

Items sent without prior approval may be refused, or may delay or prevent the return and refund process.

Eligibility for Change-of-Heart Returns

To qualify for an approved change-of-heart return, an item must generally:

- Be unused and unaltered, with no damage caused after delivery;
- Not have been assembled, completed, engraved, printed, or modified;
- Be sent back in its original packaging where reasonably possible;
- Include all original parts, components, accessories, and promotional items; and
- Be accompanied by valid proof of purchase.

We may adjust or decline a refund if a returned item shows signs of use, damage, alteration, missing contents, or handling beyond what is reasonably necessary to inspect it, except where the condition came from our error or where applicable law says otherwise.

Personalized and Made-to-Order Pieces

Personalized, engraved, monogrammed, and otherwise made-to-order items are generally not eligible for return because of:

- A change of heart;
- An incorrect option, spelling, date, initial, or personalization detail chosen or approved by the customer; or
- Dissatisfaction unrelated to a fault with the item or a discrepancy with the order.

This restriction reflects the nature of such pieces and is consistent with ordinary industry practice, because a gift made for one person cannot reasonably be offered to the next customer.

The restriction does not apply where an item arrives damaged, faulty, incorrectly produced, incomplete, or materially different from the order the customer confirmed. In those situations, we will provide an appropriate remedy.

Damaged, Faulty, Incorrect, or Incomplete Items

If an order arrives damaged, faulty, incorrect, incomplete, or materially different from what you ordered, please contact us promptly and provide:

- Your order number;
- A clear description of the issue;
- Photographs or a short video showing the item and the problem;
- Photographs of the shipping label and outer packaging where relevant; and
- Confirmation of your delivery address.

Please do not discard the affected item or its packaging while your request is under review unless our customer service team tells you otherwise.

After reviewing the information, we will provide an appropriate resolution. Depending on the circumstances, item availability, and applicable law, this may include:

- Sending a missing part or piece;
- Providing a replacement;
- Arranging an exchange; or
- Issuing a refund for the affected item.

If the issue is confirmed to have resulted from our error or our fulfillment partner's error, we will cover the authorized replacement or return shipping costs.

In some situations, we may resolve an issue without requiring the original item to be returned. Do not assume that a return is unnecessary unless our customer service team confirms this in writing.

Return Shipping Costs

For an approved change-of-heart return, the customer is responsible for return shipping costs.

For a confirmed damaged, faulty, incorrect, or incomplete item, we will provide applicable instructions and cover the authorized replacement or return shipping costs.

If we instruct you to purchase return postage for a merchant-responsible return, please keep the receipt. We will refund the approved reasonable cost after receiving the requested documentation.

Presentlumi does not impose a restocking charge.

For customer-paid returns, we recommend using a traceable delivery method. We are not responsible for a return that is lost or damaged before it reaches the approved return facility, except where applicable law provides otherwise.

Please do not send a return using cash on delivery or another service that requires us to pay an unauthorized amount when the parcel arrives.

Return Approval and Return Destination

Always contact us before returning an item.

The appropriate return facility may vary depending on the item, the order, and the customer location. After your return request is reviewed and approved, we will provide the applicable return destination and instructions by email.

Our registered corporate address is not the standard returns address. Do not return an item to the registered address, or to an address printed on the original parcel, unless our customer service team specifically instructs you to do so.

Items sent to an unapproved or incorrect address may be refused, delayed, lost, or returned to the sender.

Approval of a return does not guarantee a refund. The returned item must still be received and inspected unless we confirm in writing that a return is not required.

Where a return is initiated by a gift recipient rather than the original customer, we may ask for the order number or a reference so that we can locate the order and process the request.

Current return warehouse address:

Warehouse: Pine Ridge Fulfillment Annex – WH Code 36-PR
2810 Cedar Ct, Unit D
Indianapolis, IN 46203-1966
USA

Exchanges

Exchanges are subject to item availability.

For an ordinary change-of-heart exchange, the original item must be returned and inspected before a replacement is processed. The customer is responsible for the applicable return shipping and new shipping costs.

For a confirmed damaged, faulty, incorrect, or incomplete item, we will provide an appropriate resolution and cover authorized exchange-related shipping costs. Depending on the circumstances, we may not require the original item to be returned; our customer service team will confirm this in writing.

If the requested replacement is unavailable, we may issue an eligible refund and invite you to place a new order.

Return Inspection

After an approved return arrives, we will inspect the item and notify you whether the refund has been approved.

The inspection may consider:

- Whether the correct item was returned;
- The item's condition;
- Whether it shows signs of use, assembly, completion, alteration, or damage;
- Whether original components and accessories are included;
- The stated reason for the return; and
- Whether the return followed the approved instructions.

If additional information is reasonably required, we may contact you before making a final decision.

Incorrect Addresses and Undeliverable Orders

Customers are responsible for providing complete and accurate delivery information.

If a parcel is returned or cannot be delivered because of:

- An incorrect or incomplete address;
- Refusal by the recipient;
- Failure to collect the parcel;
- Repeated unsuccessful delivery attempts;
- Failure to pay applicable customs charges; or
- Another reason attributable to the customer,

then the following conditions apply:

- Refund eligibility will be assessed after the parcel is returned and inspected;
- Applicable return shipping, customs, and handling costs may be deducted from an eligible refund where permitted by law;
- Original shipping charges will not normally be refunded; and
- If redelivery is requested, the customer will be responsible for the applicable redelivery shipping charge.

These conditions do not apply where non-delivery resulted from our confirmed error or the carrier's confirmed error.

Refund Reference

Approved refunds are processed under our Refund Policy. Please review the Refund Policy for refund eligibility, amount, method, and timing.

Contact and Company Information

For cancellation, return, exchange, or refund assistance, contact our customer service email address:

service@presentlumi.com

Please include your order number and the email address used during checkout.

Customer Service Hours:
Monday to Friday, 9:30 AM–12:00 PM and 2:00 PM–6:30 PM (U.S. Central Time, CST/CDT).