Terms of service
Terms of Service
Welcome to LUMEHARA. These Terms of Service govern your access to and use of our website, products, services and online store.
Throughout these Terms, “LUMEHARA,” “we,” “us” and “our” refer to the LUMEHARA brand and its legal operator:
安庆云帆丝路国际贸易有限公司
Anqing Yunfan Silk Road International Trade Co., Ltd.
Unified Social Credit Code / Business Registration Number: 91340803MAKEHLQF42
Registered Address: 安徽省安庆市大观区十里乡集贤北路33号1-10号十里包装印刷工业园综合楼2楼1号办公室
Room 1, 2nd Floor, Comprehensive Building, Shili Packaging and Printing Industrial Park, No. 33 Jixian North Road, Shili Township, Daguan District, Anqing City, Anhui Province, China
Email: support@lumehara.com
By visiting our website, creating an account, placing an order or otherwise using our services, you agree to these Terms of Service, together with our Privacy Policy, Return and Refund Policy, Shipping Policy and other policies displayed on our website.
Please read these Terms carefully before using our website. If you do not agree with these Terms, you should not use the website or place an order.
1. Eligibility
You must have the legal capacity to enter into a binding contract under the laws applicable to you. If you do not have full legal capacity, you may use the website only with the involvement and consent of a parent or legal guardian.
You must not use our products, website or services for any unlawful, fraudulent or unauthorized purpose.
2. Online Store
Our online store is hosted using Shopify and may use third-party providers for payments, fraud prevention, analytics, customer communication, logistics and other operational services.
Your use of third-party services may also be subject to the applicable provider’s own terms and privacy policies.
We may update, suspend or discontinue part of the website when reasonably necessary for maintenance, security, technical, legal or operational reasons.
3. Product Information
We make reasonable efforts to present product names, descriptions, photographs, materials, dimensions, colors and other specifications accurately.
However, actual colors may vary slightly because of photography, lighting conditions and different screen settings.
Products made with woven, crochet, straw, raffia or other textured materials may have minor differences in weave, texture, shape, measurements or finish. These natural or production-related variations do not necessarily indicate that the item is defective.
Product measurements may vary slightly because of manual measurement and the flexible characteristics of woven materials.
Nothing in this section limits your rights where a product is materially damaged, defective, incorrectly supplied or significantly different from its description.
4. Product Availability
All products are subject to availability. Adding a product to your cart does not reserve the product or guarantee that it will remain available.
We may limit the quantity of a product available to one customer, household, address, account or order where reasonably necessary to protect inventory, prevent resale abuse or reduce suspected fraudulent activity.
If a product becomes unavailable after you place an order, we will contact you and provide an appropriate solution, which may include a replacement option or refund.
5. Prices and Currencies
Prices are displayed in the currency applicable to the customer’s selected market or checkout.
Customers shopping in Singapore and Malaysia currently see and pay prices in Singapore Dollars (SGD).
Prices, promotions and product availability may change without prior notice. Any change will not affect an order that we have already accepted, except where there is an obvious pricing or technical error.
Discounts, promotional codes and offers are subject to their stated conditions and cannot be exchanged for cash unless required by applicable law.
6. Orders and Order Acceptance
Submitting an order is an offer to purchase the selected products. An order is not finally accepted until payment has been successfully confirmed and we have accepted the order for processing.
We may contact you if additional information is required to verify your identity, payment, delivery address or order details.
We may reject or cancel an order for reasonable grounds, including:
- A product is unavailable;
- An obvious pricing, description or technical error has occurred;
- Payment has not been successfully authorized or received;
- The order appears fraudulent, unauthorized or unusually high-risk;
- The delivery address is incomplete, invalid or outside our supported delivery area;
- The order exceeds an applicable quantity restriction;
- The order would cause us to breach applicable law or a payment or logistics provider requirement.
If we cancel an order after payment has been received, an approved refund will be returned to the original payment method.
7. Customer Information
You are responsible for providing complete, current and accurate information when placing an order, including your name, email address, telephone number, delivery address, postal code and unit or apartment number.
Please check your information carefully before completing payment. We cannot guarantee that an address, product, color or quantity can be changed after an order has entered processing.
We are not responsible for delivery failure or delay caused by incorrect, incomplete or outdated information provided by the customer.
8. Payments
Orders must be paid using an available payment method displayed during checkout.
Payment processing is provided by independent payment providers. We do not directly store complete payment card information submitted through the payment provider’s secure payment interface.
You represent that you are authorized to use the payment method submitted with your order.
Where payment authorization fails, expires, is reversed or is identified as unauthorized, we may suspend or cancel the affected order.
9. Shipping Destinations
We currently ship to Singapore and Malaysia.
Orders with delivery addresses outside our active shipping markets may not be accepted.
Some Singapore postal codes are currently outside the delivery service area of our shipping provider. Where an unsupported postal code is entered, checkout may require the customer to use another delivery address.
10. Shipping Rates and Delivery Estimates
Singapore
- Free standard shipping on all orders;
- Estimated delivery time: 5–8 business days.
Malaysia
- Free standard shipping on all orders;
- Estimated delivery time: 8–12 business days.
Free standard shipping is available for all orders to supported delivery addresses in Singapore and Malaysia. No minimum merchandise subtotal is required.
Delivery times are estimates rather than guaranteed delivery dates. Weekends, public holidays, weather conditions, transportation disruption, customs inspection, local access restrictions and other events outside our reasonable control may cause delays.
Please review our Shipping Policy for additional information.
11. Customs, Duties and Taxes
Orders shipped to Singapore and Malaysia are normally sent using a DDP shipping service.
Standard customs clearance, applicable import duties and import taxes are included in the shipping service under normal delivery circumstances. Customers will normally not be required to pay additional import duties or import taxes when receiving the order.
DDP coverage does not include additional charges caused by incorrect customer information, address changes, refusal of delivery, failure to collect a parcel, repeated delivery attempts or other circumstances attributable to the recipient.
12. Tracking and Delivery
Where tracking is available, tracking information will be sent to the email address provided during checkout after the order has been shipped.
Tracking information may take some time to update after the parcel has been handed to the shipping provider.
If tracking shows that an order has been delivered but you cannot locate it, please check with household members, building management, reception staff and nearby secure delivery locations before contacting us.
For shipping assistance, contact us at support@lumehara.com and include your order number.
13. Order Cancellations
You may submit a cancellation request within 24 hours after placing an order, provided that the order has not already been processed, packed or shipped.
A cancellation request is subject to review and is not automatically approved.
Once an order has entered processing, has been packed or has been shipped, cancellation cannot be guaranteed. After delivery, the applicable return process must be followed.
14. Returns and Refunds
Eligible products may be returned within 14 calendar days after delivery, subject to the conditions in our Return and Refund Policy.
Returned products must generally be unused, unworn, unwashed, undamaged and returned with their original packaging, tags and accessories.
For a change of mind, incorrect selection, personal preference or another non-quality-related reason, the customer is responsible for arranging and paying for return shipping.
If an item is incorrect, damaged or defective, please contact us before returning it and provide your order number together with clear photographs or videos.
Approved refunds are issued to the original payment method. Banks, card issuers and payment providers may require additional processing time after we issue a refund.
Please review our Return and Refund Policy for complete eligibility requirements, exclusions and procedures.
15. Undeliverable or Refused Parcels
If a parcel is returned because of an incorrect or incomplete address, missing unit number, invalid telephone number, refusal of delivery, failure to collect the parcel or another reason attributable to the customer, the customer may be responsible for applicable return, redelivery and related shipping costs.
Where an undeliverable parcel is returned to us, applicable costs caused by the failed delivery may be deducted from the refund to the extent permitted by law.
16. Personal Use and Resale
Unless otherwise agreed in writing, products purchased through our retail store are intended for personal or household use.
You must not use automated systems, false identities or multiple accounts to circumvent quantity restrictions, manipulate promotions or interfere with fair access to products.
17. Prohibited Conduct
You must not:
- Use the website for unlawful, deceptive or fraudulent activity;
- Submit false, misleading or unauthorized information;
- Upload malicious code, viruses or harmful content;
- Attempt to gain unauthorized access to the website, accounts or systems;
- Interfere with website security, payment processing or normal operation;
- Scrape, copy or extract website content using unauthorized automated methods;
- Infringe intellectual property, privacy or other legal rights;
- Harass, threaten or abuse our employees, contractors, customers or service providers.
We may restrict or terminate access where we reasonably believe these Terms have been violated.
18. Intellectual Property
Unless otherwise stated, the LUMEHARA name, logo, website design, written content, product descriptions, graphics, promotional materials and original photographs displayed on our website are owned by or licensed to LUMEHARA and its operating company.
You may view and use the website for personal, non-commercial shopping purposes.
You must not reproduce, distribute, modify, republish, sell or commercially exploit protected website content without prior written authorization.
Third-party trademarks, product names and intellectual property remain the property of their respective owners.
19. Customer Content and Reviews
If you voluntarily submit a review, photograph, comment or other content, you confirm that you have the right to submit it and that it does not infringe another person’s rights.
You grant us a non-exclusive, worldwide, royalty-free license to display, reproduce and adapt that content for operating and promoting the store, subject to applicable privacy and consumer protection laws.
We may remove content that is unlawful, abusive, misleading, irrelevant, defamatory or infringes another person’s rights.
20. Third-Party Links and Services
Our website may contain links to third-party websites or services. These third parties operate independently and may have their own terms and privacy policies.
We are not responsible for third-party websites, services or content that we do not control. You should review the applicable terms before using an external service.
21. Errors and Corrections
Information on the website may occasionally contain typographical errors, inaccuracies or omissions relating to product descriptions, prices, promotions, availability or delivery information.
We may correct errors and update information when reasonably necessary.
If an error materially affects an order you have already placed, we will contact you and provide an appropriate option, such as confirming the corrected information or cancelling the affected order for a refund.
22. Disclaimer
We aim to provide a reliable and secure shopping experience, but we do not guarantee that the website will always be uninterrupted, error-free or free from every technical or security issue.
Except for warranties or guarantees expressly provided by us or required by applicable law, products and website services are provided on an “as available” basis to the extent permitted by law.
Nothing in these Terms excludes or restricts any statutory guarantee, consumer right or remedy that cannot legally be excluded or restricted.
23. Limitation of Liability
To the maximum extent permitted by applicable law, LUMEHARA and its operating company will not be responsible for indirect, incidental, special or consequential loss resulting from use of the website or products.
Where liability cannot legally be excluded, our liability will be limited only to the extent permitted by applicable law.
These limitations do not apply to liability that cannot legally be limited, including liability arising from fraud, deliberate misconduct or other circumstances protected by mandatory law.
24. Events Outside Our Control
We are not responsible for delay or failure caused by events outside our reasonable control, including natural disasters, severe weather, public health emergencies, war, civil disturbance, labor disruption, transportation interruption, customs action, government restriction, telecommunications failure or payment-system interruption.
Where such an event affects an order, we will take reasonable steps to communicate with the customer and minimize disruption.
25. Privacy
Our collection and use of personal information are described in our Privacy Policy.
By using the website, you acknowledge that personal information may be processed by service providers involved in payments, fraud prevention, hosting, analytics, customer service, customs clearance and delivery.
26. Changes to These Terms
We may update these Terms when necessary to reflect changes to our services, operations, technology or legal requirements.
The latest version will be published on this page. Changes apply from the date of publication and will not retroactively alter rights relating to an order already accepted, except where required by law.
27. Severability
If any provision of these Terms is found to be invalid, unlawful or unenforceable, that provision will be limited or removed only to the minimum extent necessary. The remaining provisions will continue to apply.
28. No Waiver
If we do not immediately enforce a provision of these Terms, this does not mean that we waive our right to enforce it later.
29. Entire Agreement
These Terms, together with the policies referenced in them and the order information shown during checkout, form the agreement between you and us relating to your purchase and use of the store.
30. Governing Law and Consumer Rights
These Terms are governed by the laws applicable to the legal operator, Anqing Yunfan Silk Road International Trade Co., Ltd., subject to any mandatory consumer protection laws that apply to the customer.
Nothing in these Terms removes or limits any mandatory consumer rights available to customers in Singapore, Malaysia or another applicable jurisdiction.
Before starting formal proceedings, customers are encouraged to contact us so that we can try to resolve the matter fairly and promptly.
31. Contact Information
Questions about these Terms of Service, products or orders may be sent to:
LUMEHARA
Operated by: 安庆云帆丝路国际贸易有限公司
Anqing Yunfan Silk Road International Trade Co., Ltd.
Unified Social Credit Code / Business Registration Number: 91340803MAKEHLQF42
Registered Address: 安徽省安庆市大观区十里乡集贤北路33号1-10号十里包装印刷工业园综合楼2楼1号办公室
Room 1, 2nd Floor, Comprehensive Building, Shili Packaging and Printing Industrial Park, No. 33 Jixian North Road, Shili Township, Daguan District, Anqing City, Anhui Province, China
Email: support@lumehara.com
We aim to respond to customer enquiries within 1–2 business days.