Refund policy

At HomeLumio, we want you to feel confident about your purchase. If your order is not quite right, this policy explains how we handle returns, refunds, exchanges, damaged products, and order cancellations.

1. Contact Information

Store Name: HomeLumio
Owned and Operated By: Blue Ocean Digital Inc.
Customer Contact Address: 895 Don Mills Road, Toronto, Ontario, M3C 1W3, Canada
Administrative Address: 96 Gerrard St. E., Toronto, Ontario, M5B 1G7, Canada
Ontario Corporation Number: 1000110606
Email: support@homelumio.com
Phone: +1 (647) 573-7654
Customer Service Hours: Monday to Friday, 9:00 a.m. to 5:00 p.m. Eastern Time

We aim to respond to all customer enquiries within one business day.

2. Order Fulfillment and Return Location

HomeLumio is a Canada-based business. Some orders may be fulfilled and shipped through third-party logistics providers and warehouses. As a result, the original shipping location may be different from our customer contact or administrative address.

Approved returns may need to be sent to a designated returns facility. The correct return address will be provided after your return request has been reviewed and approved.

Please do not send products to our customer contact address or administrative address unless our support team has specifically instructed you to do so. Products sent to an unauthorized address may not be received or processed.

3. 30-Day Return Period

You may request a return within 30 days of the date your order was delivered.

To qualify for a return, the product must:

Be unused and undamaged
Be returned in its original packaging
Include all original parts, accessories, manuals, and components
Be accompanied by proof of purchase, such as an order number or receipt

Returns requested more than 30 days after delivery may not be accepted unless otherwise required by applicable law.

4. How to Start a Return

To request a return, email support@homelumio.com and include:

Your full name
Your order number
The product you would like to return
The reason for the return
Photographs or videos, when the product is damaged, defective, or incorrect

Our customer support team will review your request and generally respond within one to two business days.

When your return is approved, you will receive a Return Authorization and instructions explaining where and how to send the product.

The product must be shipped within seven days of receiving return approval. Returns shipped without prior authorization or sent to an address not provided by our support team may not be accepted.

5. Return Shipping Costs

If your product arrives damaged, defective, or different from what you ordered, please contact us within 48 hours of delivery and provide clear photographs or videos showing the product, packaging, and issue.

After reviewing and approving the claim, HomeLumio will arrange an appropriate replacement or provide a full refund at no additional cost to you.

If you are returning a product because you changed your mind, ordered the wrong product, or no longer want the item, you are responsible for the return shipping costs.

Customer-arranged returns must be sent using a trackable shipping service. HomeLumio is not responsible for returned packages that are lost or damaged before reaching the designated return facility.

The 48-hour reporting period for damaged, defective, or incorrect products does not restrict any rights that cannot legally be limited under applicable consumer protection law.

6. Restocking Fee

Approved returns made because of a change of mind, an incorrect product being ordered, or the customer no longer wanting the product are subject to a 10% restocking fee.

The restocking fee is calculated using the purchase price of the returned product and will be deducted from the final refund amount. This fee helps cover the inspection, handling, processing, and repackaging of the returned product.

The 10% restocking fee does not apply when:

The product is confirmed to be defective
The product was damaged during shipping
The customer received a product different from the one ordered
The order was successfully cancelled before shipment
Applying the fee would conflict with applicable consumer protection law

Any applicable restocking fee will be disclosed when the return request is approved.

7. Refund Processing

Once the returned product has been delivered to the designated return facility, it will be inspected to confirm that it meets the return requirements described in this policy.

We will email you after the inspection has been completed and let you know whether your refund has been approved.

Approved refunds will be issued to the original payment method within 7 days after inspection. When a 10% restocking fee applies, it will be deducted from the product’s purchase price before the refund is issued.

After HomeLumio processes the refund, your bank, credit card provider, or payment service may require additional time to post the funds to your account.

8. Exchanges

HomeLumio accepts exchanges for eligible products within 30 days of delivery.

To request an exchange, email support@homelumio.com with your order number and the replacement product or variant you would like.

The original product must be unused, undamaged, in its original packaging, and include all original parts and accessories. Once approved, we will provide return instructions.

For change-of-mind exchanges, the customer is responsible for return shipping and a 10% restocking fee may apply. These charges do not apply when the product is damaged, defective, or incorrect.

Replacement products will be sent after the returned item has been received and inspected, subject to availability. Any price difference must be paid or will be refunded to the original payment method.

9. Order Cancellations

Orders may be cancelled for a full refund at any time before they have been shipped.

To request a cancellation, email support@homelumio.com as soon as possible and include your order number.

Submitting a cancellation request does not guarantee that the order can be stopped. If the order has already been processed or shipped, it can no longer be cancelled and you will need to follow the standard return procedure after delivery.

The 10% restocking fee does not apply to orders that are successfully cancelled before shipment.

10. Non-Returnable Items

Products may be considered non-returnable when:

They have been used, installed, altered, assembled, or damaged after delivery
They are missing original parts, accessories, manuals, packaging, or components
They are returned more than 30 days after delivery
They are sent back without prior return authorization
They are returned to an address not provided by our customer support team
They are marked as final sale or non-returnable at the time of purchase

These restrictions do not apply when refusing a return would conflict with applicable consumer protection law, including where a product is defective, damaged in transit, misrepresented, or different from what was ordered.

11. Consumer Rights

This Returns and Refund Policy provides HomeLumio’s voluntary return terms and is not intended to exclude, restrict, replace, or reduce any rights or remedies available to you under applicable federal, provincial, or territorial consumer protection laws.

Depending on the circumstances and the province or territory in which you live, you may have additional rights relating to:

Products that are defective or not reasonably fit for their intended purpose
Products that do not match their description
False, misleading, or deceptive representations
Products delivered substantially later than the agreed delivery date
Online agreements that do not meet legally required disclosure or contract requirements
Refunds, repairs, replacements, or cancellations required by law

Where this policy conflicts with a mandatory right or remedy under applicable law, the applicable law will take priority.

Customers in Ontario may have rights under legislation including the Consumer Protection Act, 2002 and the Sale of Goods Act. Customers residing elsewhere in Canada may have similar or additional protections under the laws of their province or territory.

For questions about a return or your rights regarding an order, please contact us at support@homelumio.com.