Return & Refund Policy

Return & Refund Policy

At StringLume, we want you to be satisfied with your purchase. This policy explains our return, refund, and cancellation procedures for orders placed through stringlume.com.

1. 30-Day Return Policy

We accept eligible returns within 30 days after your order has been delivered.

The return period begins on the date you receive the product, not the purchase or shipping date.

To request a return, please contact service@stringlume.com within the applicable return period.

2. Return Eligibility

For voluntary returns due to a change of mind, products must generally meet these conditions:

  • The return is requested within 30 days of delivery.
  • The product is unused, uninstalled, and in its original condition.
  • Original packaging and accessories are included where reasonably available.
  • Proof of purchase or a valid order number is provided.

These voluntary return conditions do not restrict statutory rights or remedies relating to defective, incorrect, or non-conforming products.

3. Installed or Altered Window Films

Window films that have been cut, installed, applied, or materially altered after delivery are generally not eligible for change-of-mind returns under our voluntary return policy.

Products damaged through misuse or improper installation may also be excluded from voluntary returns.

These exclusions do not apply where consumer protection legislation requires a remedy.

4. How to Request a Return

  1. Email service@stringlume.com.
  2. Provide your order number and identify the product you wish to return.
  3. Briefly explain the reason for your request.
  4. For damaged, defective, or incorrect products, include photographs when reasonably available.
  5. Our support team will provide the applicable return instructions and return destination.

We generally aim to respond within 1–2 business days.

Please contact us before sending any return so we can provide the appropriate delivery instructions. This process does not limit applicable statutory rights.

5. Return Shipping Costs

Change-of-Mind Returns

For eligible voluntary returns due to a change of mind, ordering the wrong size, or selecting the wrong product, the customer is responsible for the direct return shipping cost, unless applicable law requires otherwise.

Return shipping costs depend on the carrier, package size, and designated return destination.

Defective, Damaged, or Incorrect Products

If an item arrives defective, damaged, or incorrect due to an error on our part, StringLume will cover reasonable return shipping costs when a return is necessary.

We may arrange a prepaid return label or another appropriate solution.

6. Return Address

The designated return facility may differ from our registered business address and mailing address.

Depending on the product and fulfillment arrangement, the return destination may be outside Canada.

Please do not send returns directly to our Reno mailing address or our registered office in China without receiving appropriate return instructions.

We will provide the relevant return address when reviewing your request.

7. Damaged, Defective, or Incorrect Products

Please inspect your order upon delivery.

If you discover a damaged, defective, missing, or incorrect item, contact us as soon as reasonably possible at service@stringlume.com.

Include your order number and supporting photographs if available.

We will review the issue and provide an appropriate remedy, which may include replacement, repair where applicable, refund, or another solution required by law.

8. Refund Processing

After receiving an eligible returned product, we generally inspect it within 1–3 business days.

For approved voluntary returns, refunds are normally initiated within 3–5 business days after inspection.

Refunds are ordinarily issued to the original payment method.

Your bank, credit card issuer, or payment provider may require an additional 5–10 business days to display the refund.

Any shorter or otherwise mandatory refund deadline required by applicable law takes precedence.

9. Refund Amounts

For eligible voluntary returns, the refundable amount generally includes the purchase price of the approved returned product.

Customer-paid return shipping costs for change-of-mind returns are normally not reimbursed, unless required by law.

For defective, incorrect, or non-conforming products, refunds and other remedies will comply with applicable consumer protection requirements.

Any customs duties or import taxes paid to third parties may be subject to separate customs refund procedures.

10. Restocking Fees

StringLume does not charge a standard restocking fee for eligible returns under this policy.

11. Exchanges

We do not currently offer a standard direct-exchange service for change-of-mind purchases.

You may return an eligible item and place a separate order for the desired product.

This does not affect any statutory entitlement to a replacement or other remedy.

12. Order Cancellations

To request cancellation before shipment, please contact us as soon as possible.

If the order has not been dispatched and can be cancelled, we will refund the applicable amount using the original payment method.

Orders that have already shipped are subject to our return process and applicable statutory cancellation rights.

13. Canadian Consumer Rights

Consumer protection, cancellation, warranty, and refund requirements may vary across Canadian provinces and territories.

Nothing in this policy limits or excludes rights that cannot lawfully be waived under applicable legislation.

14. Contact Information

StringLume
Operated by Guangxi Xianya Trading Co., Ltd.
Email: service@stringlume.com
Phone: +1 413-412-5080
Business hours: Monday–Friday, 8:00 AM–6:00 PM Eastern Time

Registered Business Address:
Room 1406, 14th Floor, Office Building 1, Yunchuang Valley, No. 44 Yudong Avenue, Nanning Area, China (Guangxi) Pilot Free Trade Zone, China

Mailing Address:
5385 Mountain Creek Ct, Reno, NV 89511, United States

Last updated: October 29, 2026