These Terms of Service apply to your access to and use of raelluma.com, including browsing products, submitting orders, making payments, and using related website services. By accessing or using this website, you agree to comply with these Terms of Service and applicable policies, without affecting your rights under applicable law. If you do not agree to the relevant terms, please stop using the corresponding services.
1. User Accounts and Website Use
When creating an account or submitting an order, you should provide true, accurate, complete, and up-to-date information, and promptly update it when the relevant information changes.
You should properly safeguard your account credentials. If you discover unauthorized access or unusual account activity, please contact us promptly. We will take reasonable measures to maintain the security and normal operation of the website, but we cannot guarantee that the website will always provide uninterrupted service.
We may temporarily adjust, suspend, or interrupt some website functions due to maintenance, system upgrades, security issues, or other reasonable operational needs.
2. Products, Inventory, and Pricing
Product pages may display product descriptions, dimensions, colors, images, prices, inventory status, and other purchase information. We make reasonable efforts to ensure that product information is accurate, but due to display devices and other factors, there may be slight differences between product images, colors, and the actual product.
Product availability may change with inventory and order conditions. Product prices and promotional information may also be adjusted, but such adjustments will not exempt us from our obligations lawfully owed for concluded transactions.
If obvious pricing errors, product information errors, or insufficient inventory are discovered, we will verify and take reasonable measures within the scope permitted by applicable law. If an order cannot be fulfilled, we will notify you promptly and handle payment, refunds, or other follow-up matters based on the actual circumstances and applicable law.
3. Orders and Payment
After you submit an order, the order will enter the corresponding review and processing procedures. Order submission, order confirmation, payment authorization, and product shipment are separate stages. Submitting an order does not necessarily mean the order has been finally accepted.
Order processing may include inventory verification, payment confirmation, and necessary transaction security checks. If payment is unsuccessful, order information requires confirmation, or the order cannot be fulfilled for reasonable reasons, we may contact you and handle it in accordance with applicable policies and law.
Order amounts, applicable shipping fees, taxes, and other related fees will be displayed in the applicable checkout process. Any refunds will be handled in accordance with the order cancellation policy, return and refund policy, and relevant law applicable to this website.
4. Shipping Policy
Please refer to our Shipping Policy for complete shipping rules.
Shipping scope: All 50 U.S. states, but may be affected by address accessibility, carrier service areas, and applicable shipping restrictions.Standard shipping fees: A $5.99 shipping fee applies to orders under $64.99; standard shipping is free for orders of $64.99 or more.Order processing time: Typically 1-3 business days.Estimated transit time: Typically 5-8 business days after shipment. We may use carriers such as FedEx, DHL Express, or UPS to arrange delivery.Shipping delays: Actual transit times may be affected by weather, holidays, carrier operations, customs inspection, and other factors. Estimated times do not constitute a guaranteed delivery date.Logistics tracking: After an item ships, you can typically check the logistics progress through the tracking number or link in the shipping confirmation email.Taxes and customs clearance: Related fees are handled in accordance with the fees already included in the product price, applicable customs clearance arrangements, and relevant law.5. Order Cancellation Policy
Please refer to our Order Cancellation Policy for the complete order cancellation process.
Orders that have not yet shipped may be eligible for cancellation, subject to order status verification and corresponding processing.You may send an email to hello@raelluma.com, or call +81 475-22-4836 to contact customer service.When applying, please provide your order number and necessary order verification information.After an order has shipped, delivery generally cannot be stopped directly through the order cancellation process.For orders that have shipped, you may apply for a return and refund after the item is delivered, subject to the applicable conditions.For approved cancellations that meet the refund conditions, refunds are typically initiated or processed within 1-5 business days and returned to the original payment method.The actual arrival time depends on the processing speed of the bank, card issuer, or payment service provider.Submitting a cancellation request does not mean the order has been automatically cancelled. The specific outcome is subject to review and confirmation.
6. Returns, Refunds, and Exchanges
Please refer to our Returns & Refunds Policy for complete return and refund conditions.
Voluntary return period: Eligible orders can typically be returned within 30 days of receiving the item. This period is a voluntary return policy provided by the website and does not represent a statutory return period uniformly applicable across the United States.How to apply: We recommend contacting customer service first at hello@raelluma.com and providing your order number, reason for return, and necessary description of the item's condition.Return shipping costs: Shipping and related costs for ordinary voluntary returns are handled in accordance with the Return and Refund Policy. For product quality issues, shipping damage, or incorrect shipments, related costs will be handled based on the specific circumstances, applicable policy, and law.Exchange service: We do not provide direct exchange services. If you wish to purchase another style or specification, you may place a new order after completing the eligible return process.Refund processing: For returns eligible for a refund, a refund is typically initiated within 1-5 business days after receiving and verifying the returned item.Refund method: Refunds are in principle returned to the original payment method, and the actual arrival time depends on the processing speed of the relevant financial institution or payment service provider.These terms do not limit any non-waivable rights you have under applicable law.
7. Privacy and Personal Information Protection
We may collect and process relevant personal information when you browse the website, submit orders, make payments, receive delivery services, or contact customer service.
Personal information may be used for order processing, payment and delivery, customer service, website security, business operations, and compliance with applicable legal obligations. Within the necessary and lawful scope, relevant information may be shared with payment service providers, logistics service providers, website technical service providers, or other appropriate recipients.
We may use cookies or similar technologies based on the actual website configuration and applicable law. Depending on your location and applicable law, you may have the right to access, correct, or delete personal information, withdraw consent, or exercise other privacy rights.
For more information, please refer to the website's Privacy Policy. If you have privacy-related questions, please contact hello@raelluma.com.
8. Prohibited Conduct and Fair Use
When using this website, you must not:
Use the website or related services in violation of applicable law.Access the website, user accounts, or related systems without authorization.Use the website to commit fraud, abuse, or other harmful activities.Interfere with the normal operation of the website or attempt to compromise website security.Submit intentionally false or misleading information or information that infringes on the lawful rights of others.If conduct violating the above rules is discovered, we may take reasonable measures within the scope permitted by applicable law, including restricting website access or suspending related functions. Such measures may not be used to circumvent fulfillment obligations for concluded orders, lawful refund obligations, or other statutory obligations.
9. Disclaimer and Limitation of Liability
We make reasonable efforts to maintain the accuracy of website information and the normal operation of services, but the website may experience technical errors, temporary interruptions, or other unintentional issues.
Any limitation of liability applies only within the scope permitted by applicable law. These Terms of Service do not exclude or limit consumer rights or other statutory responsibilities that cannot be excluded or limited under law.
For product quality issues, shipping damage, refund disputes, or third-party service issues, we will determine the appropriate handling based on the specific circumstances, relevant policies, and applicable law.
10. Applicable Law and Dispute Resolution
The interpretation of these Terms of Service and related disputes will be handled in accordance with applicable law, taking into account the legal provisions related to the relevant transactions and the consumer's location.
Because the website provides products and services to U.S. consumers, specific disputes may involve applicable U.S. federal and state laws. The handling of any dispute shall comply with relevant consumer protection requirements.
These Terms of Service do not designate a single unconfirmed applicable law or exclusive jurisdiction, nor do they limit non-waivable rights that consumers enjoy under law.
11. Changes to the Terms of Service
We may update these Terms of Service based on business changes, website service adjustments, or applicable legal requirements.
Revised terms will be posted on the corresponding page of the website. For changes that require separate notice or consent under applicable law, we will handle them in accordance with the requirements of applicable law.
We recommend that you review this page periodically to stay informed of updates to the relevant terms.
12. Contact Us
If you have any questions about website use, orders, payment, or these Terms of Service, you may contact us through the following methods:
Website: raelluma.com
Email: hello@raelluma.com
Phone: +81 475-22-4836
Mailing Address: 1756-14 Mutsuno, Mobara-shi, Chiba 297-0012, Japan
Customer Service Hours: Monday to Friday, 9:00 AM to 6:00 PM Eastern Time (ET).
We recommend contacting us by email first so that you can provide your order number and related information. You may also call us during customer service hours.
We will do our best to respond to your questions promptly and provide the necessary assistance in accordance with applicable policies and law.