Return & Refund Policy
Last Updated: September 27, 2026
This Return & Refund Policy applies to purchases made from SteamLume through steamume.com.
SteamLume is owned and operated by Hangzhou Buzhiyu Technology Co., Ltd.
We want customers to have clear information about returns and refunds. Please read this policy carefully before requesting a return.
1. 180-Day Return Period
SteamLume provides eligible customers with a 180-day return period beginning on the date the order is received.
To be eligible for a return, the return request must be submitted within 180 days from the date of delivery.
Return requests submitted after the 180-day return period may not be accepted unless otherwise required by applicable law.
To start a return, please contact:
Email: service@teamume.com
Please do not send any product back before contacting us and receiving return instructions.
2. Return Eligibility
To qualify for a return, the product should generally:
- Be returned within the 180-day return period
- Be in substantially the same condition in which it was received
- Include the original product and any included accessories or components
- Include original packaging where reasonably available
- Be accompanied by proof of purchase or order information
- Not show damage caused by misuse, abuse, improper handling, or unauthorized modification
We may request photographs, order details, or other reasonable information before approving a return.
Products that do not meet the applicable return requirements may be refused or may qualify only for a partial refund where appropriate.
3. How to Request a Return
Before returning an item, please contact our customer service team at:
Please provide:
- Your name
- Order number
- Email address used for the order
- Product you wish to return
- Reason for the return
- Photographs where the item is damaged, defective, or incorrect
After reviewing your request, we will provide the appropriate return instructions.
Do not send a return without prior authorization.
The return address provided for an approved return may differ depending on the product, order, or fulfillment location.
Please do not automatically send returns to our registered business address unless our customer service team specifically instructs you to do so.
4. Damaged, Defective, or Incorrect Items
Please inspect your order after delivery.
If you receive an item that is:
- Damaged
- Defective
- Incorrect
- Incomplete
- Materially different from the item ordered
please contact us at service@teamume.com as soon as reasonably possible.
Please provide your order number, a description of the issue, and clear photographs of the product and packaging where relevant.
Once the issue is reviewed and confirmed, we will provide an appropriate resolution, which may include a replacement, refund, or other remedy depending on the circumstances.
For confirmed damaged, defective, or incorrect items caused by fulfillment or shipping, SteamLume will provide appropriate return instructions and will not require the customer to bear unreasonable return costs associated with our error.
5. Return Shipping
Return shipping arrangements depend on the reason for the return.
For returns resulting from a confirmed damaged, defective, incorrect, or incomplete item, SteamLume will provide return instructions and determine the appropriate return shipping arrangement.
For returns based on customer preference, change of mind, or other reasons not caused by an error by SteamLume, applicable return shipping costs may be the responsibility of the customer unless otherwise stated by us in writing.
Any applicable return shipping requirements will be communicated before the return is sent.
Customers should use a trackable shipping method where appropriate and retain proof of shipment until the return has been completed.
6. Refunds
Once an authorized return is received and inspected, we will notify you of the status of your refund.
If the refund is approved, it will normally be issued to the original payment method used for the purchase.
Approved refunds are generally processed by us within 5–10 business days after the returned item has been received and reviewed.
After we issue the refund, additional time may be required for your bank, card issuer, payment processor, or financial institution to post the refund to your account.
SteamLume does not control third-party banking or payment processing times.
If more than a reasonable period has passed after your refund was approved, please contact:
7. Non-Returnable or Restricted Items
Certain products may not be eligible for return where appropriate because of their condition, nature, or circumstances.
Examples may include:
- Items returned outside the 180-day return period
- Products damaged through misuse or improper handling
- Products that have been materially altered or modified
- Items missing essential components because of customer handling
- Personalized or customized products, where applicable
- Gift cards, where applicable
- Items returned without authorization
- Products that cannot reasonably be resold because of hygiene, safety, or other applicable restrictions
If you are unsure whether an item is eligible for return, please contact service@teamume.com before sending it back.
This section does not limit any non-waivable rights available under applicable law.
8. Order Cancellations and Refund Issues
If you wish to cancel or change an order, please contact us as soon as possible at:
We will make reasonable efforts to assist, but we cannot guarantee that an order can be cancelled or changed after it has entered processing or shipment.
If an order has already been shipped, the applicable return procedure may need to be followed after delivery.
If you believe a refund amount is incorrect or have questions regarding a completed refund, please contact our customer service team with your order number and relevant payment information.
9. Company Information and Customer Support
Brand: SteamLume
Official Website:
steamume.com
Legal Entity / Store Operator:
Hangzhou Buzhiyu Technology Co., Ltd.
Responsible Person:
Ye Zhangyun (叶张云)
Registered Business Address:
Room 449, Unit 1, Building 1, No.2 Pailouli, Xiaoheshan Community, Liuxia Subdistrict, Xihu District, Hangzhou City, Zhejiang Province, China
Customer Service Email:
service@teamume.com
Telephone:
+86 13579878935
Customer Service Hours:
Monday-Friday, 9:00 AM-6:00 PM PDT
SteamLume is owned and operated by Hangzhou Buzhiyu Technology Co., Ltd.
For all return and refund requests, please contact us before sending any product back.