Return Policy

denlumi accepts eligible return requests within 30 days of delivery. Email service@denlumi.com before sending anything back so we can provide instructions and the correct return destination.

Cancellation

Request cancellation within 24 hours of placing an order. We will try to stop fulfillment, but cannot guarantee cancellation once dispatch preparation or shipment has begun. Any statutory cancellation or withdrawal right remains unaffected.

Eligibility

For a change-of-mind return, the item should be unused and in its original condition, with packaging, accessories, and proof of purchase. Reasonable inspection rights required by law are preserved. Tell us if the product has been used, activated, damaged, or modified so we can assess the request correctly.

Personalized goods and other lawfully exempt items may be non-returnable for change of mind only if this was clearly disclosed before purchase. Exclusions do not remove remedies for defective, unsafe, incorrect, or misdescribed products.

Starting a return or exchange

Email your order number, item details, reason for return, and any relevant photos to service@denlumi.com. We will confirm eligibility and provide the return address and any authorization instructions. The business address below is not automatically the authorized return address; obtain written return instructions first.

Exchange requests may be submitted within 45 days of delivery for eligible unused items, subject to stock and return approval. If an exchange is unavailable, we will explain the available options. A refund due under law will not be replaced with credit without your agreement.

Return costs

Customers pay change-of-mind return shipping unless an offer states otherwise. We cover reasonable return costs where we supplied an incorrect or defective item or the law requires us to do so. Use trackable delivery and keep the receipt. Responsibility for a return in transit is determined by the applicable law and shipping arrangement.

Refunds

After receipt and inspection, approved refunds are normally processed to the original payment method within 1–5 business days, or up to 7 business days during holiday periods. Your payment provider may take another 3–5 banking days to display the credit. Any shorter statutory deadline takes priority.

Original shipping charges and return costs are handled according to the reason for return and applicable law. We do not deduct undisclosed penalties or override mandatory reimbursement rules.

Damage, faults, and legal rights

Please report delivery damage or an apparent fault within 10 days where possible, with photos or video and packaging details. This reporting target does not end your statutory rights. Following assessment, we will arrange an appropriate repair, replacement, refund, or other legally required remedy.

Customers in markets with mandatory withdrawal or consumer-guarantee rights retain those rights. Any extended holiday return offer applies only if explicitly published for that season.

Legal business name: MERCO LIMITED
Business address: RM D07,8/F, KAI TAK FTY BUILDING, NO. 99 KING FUK STREET, SANPOKONG,KOWLOON, HONG KONG,000000
Email: service@denlumi.com
Customer service phone: (+1)2172918657
Company phone: +852 56172126
Business hours: Monday to Friday, 9:00 AM–5:00 PM (EST)