Refund policy

RETURN AND REFUND POLICY

Last updated: September 21, 2026

This Return and Refund Policy applies only to orders placed directly on www.qelmarzano.com. Purchases made through Amazon or another third-party marketplace must be returned through that marketplace and are governed by the policies shown for that order.

30-DAY RETURN WINDOW

Most eligible items may be returned within 30 days after delivery. To qualify for a return, the item must be unused, unwashed, unsoiled, in the same condition in which it was received, and returned with its original packaging and any included materials.

HYGIENE AND SAFETY EXCEPTION

Reusable underpads may come into contact with bodily fluids, incontinence, or pet waste. For health and safety reasons, an item that has been used, washed, soiled, stained, contaminated, or materially altered cannot be returned for a change of mind. This exception does not limit your rights if an item arrived damaged, defective, or materially different from what you ordered.

NON-RETURNABLE ITEMS

The following items are not eligible for a change-of-mind return:

- Items that have been used, washed, soiled, stained, contaminated, damaged after delivery, or altered;
- Items missing original packaging, components, or included materials;
- Gift cards;
- Personalized or custom-made items; and
- Items clearly marked “Final Sale” before purchase.

DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

Please inspect your order promptly after delivery. If an item arrives damaged, defective, or incorrect, contact us as soon as possible at evelyncheng@lumiratextile.com. Include your order number, a description of the issue, and clear photographs of the item and packaging. If the claim is approved, we will provide an appropriate remedy, which may include a replacement, a prepaid return label, or a refund.

HOW TO REQUEST A RETURN

Email evelyncheng@lumiratextile.com with:

- Your order number;
- The item you wish to return;
- The reason for the return; and
- Photographs if the item is damaged, defective, incorrect, or has another condition issue.

We will review the request and send return authorization and instructions. Do not send an item to any address without authorization. Items sent without authorization, sent to the wrong address, or sent cash-on-delivery may not be accepted.

RETURN SHIPPING

For an approved eligible return, Qelmarzano will provide a prepaid return label or other approved return method. Please use the return method we provide and send the item by the return-by date stated in our instructions. Shipping costs for an unapproved or independently arranged return will not be reimbursed.

REFUNDS

After we receive and inspect the returned item, we will notify you whether the refund is approved. Approved refunds are normally issued to the original payment method within 2 business days after inspection. Your bank or card issuer may require additional time, commonly 3–10 business days, to post the refund.

Original shipping charges are not refundable for a change-of-mind return. If the return is caused by our error, including a damaged, defective, or incorrect item, we will refund the applicable original shipping charge. We do not charge a restocking fee. We may deny a refund or issue a partial refund, to the extent permitted by law, if the returned item is missing parts, materially different from the item sent, or damaged for reasons not caused by Qelmarzano.

EXCHANGES

The fastest way to obtain a different item is to return the eligible item and place a new order after the return is approved. If a direct replacement is available for a damaged, defective, or incorrect item, we will explain that option when reviewing your request.

ORDER CANCELLATIONS

You may request cancellation within 24 hours after placing an order, provided the order has not been fulfilled or shipped. A cancellation request is not complete until we confirm it. Once an order has entered fulfillment or has shipped, it cannot be canceled and must be handled under the return process above.

To request a cancellation, email evelyncheng@lumiratextile.com with your order number and the subject line “Cancellation Request.”

CONTACT

Email: evelyncheng@lumiratextile.com
WhatsApp: +18664396864
Website: https://www.qelmarzano.com