Service Policy

At denlumi, we help customers with product information, orders, delivery, and after-sales support. This policy describes our service process. Specific return and shipping conditions are explained in the corresponding policies published in our store.

Availability and pricing

Items are subject to stock availability. If we cannot supply an ordered item, we will contact you about a revised delivery estimate, an available alternative, or a refund for the unavailable item. We will not replace an item or issue store credit instead of a refund without your agreement where a refund is due.

The amount and currency displayed at checkout apply to your order. If a clear pricing or description error affects an unfulfilled order, we will explain the issue and offer an appropriate resolution, subject to applicable consumer law.

Order preparation

Our normal processing estimate is 1–3 business days after payment confirmation; during peak periods the estimate is 2–3 business days. We will notify you if an order needs additional preparation. Delivery estimates begin after dispatch and are described in our Shipping Policy.

Product assistance

For questions about setup, compatibility, or operation, send the product name and a clear description of the issue to service@denlumi.com. Include your order number for purchase-related support. Follow the manufacturer's instructions and stop using an electrical product that is damaged, overheats, or behaves unexpectedly.

Support information is general product guidance. Product descriptions do not replace professional medical advice, and ordinary household products should not be assumed to have medical benefits or certifications.

Returns and defective items

Unused items may be submitted for return within 30 days of delivery, subject to the Return Policy. For damaged, defective, or incorrect products, contact us promptly with photos or video so we can assess the issue and arrange an appropriate remedy. Mandatory warranty and consumer rights remain available.

Response times and complaints

We normally aim to respond within 2 business days. During high-volume periods, replies may take up to 4 business days. These are service targets, not limits on statutory rights or legal response deadlines. For an unresolved complaint, email service@denlumi.com with your order number, previous correspondence, and preferred resolution.

Platform and payment support

Our storefront is supported by SHOPLINE. Please contact denlumi first about products, orders, or refunds. Payment availability depends on the options shown at checkout; we do not imply that SHOPLINE is the seller, manufacturer, or payment processor for every transaction.

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)