After-sales Service
1. Refund Basics
We handle refund and after-sales requests under this policy. Refunds are processed per order; the refund amount is the full amount actually paid for the order and is returned via the original payment channel. Depending on whether the goods have been dispatched, two cases apply — "pre-dispatch refunds" and "post-dispatch after-sales" — each governed by the rules below.
2. Before Dispatch: Unconditional Refunds
While an order is "Paid" and the goods have not been dispatched, you may request a refund without giving any reason: open the order detail in My Orders, tap "Request Refund", select a reason and submit. We will process the refund accordingly.
Refunds are returned via the original payment channel; arrival times depend on the payment provider's processing and usually take several business days. If the refund has not arrived after an extended period, please contact support for assistance.
3. After Dispatch: Free Exchange for Quality Issues
No-reason refunds are not accepted after dispatch. If the goods you received have obvious defects, damage, stains or other quality problems, you may request a free exchange by following the process below (offered once; the exchange service itself is free of charge):
- Contact us at support@lumina.store, @elsecontact us via the support email published in the Help Center, describe the situation and provide photos or videos as evidence;
- Once we confirm the exchange conditions are met, return the goods as instructed by us;
- After we receive and confirm the goods, we will arrange the exchange shipment.
Goods returned for an exchange must also meet the return conditions in Article 4 below.
4. Dissatisfaction After Exchange, or Insisting on a Return and Refund Without Quality Issues
If you remain dissatisfied after an exchange, the case moves automatically into the return-and-refund process. Requests insisting on a return and refund despite no quality issues are handled in the same way, subject to all of the following conditions:
- The goods must be mailed back to us, using the shipping method and return address we specify;
- The goods must retain their original packaging, with both packaging and goods intact and undamaged;
- Apart from defects attributable to the goods themselves, the returned goods must remain in good condition.
Once we receive and verify the returned goods, we will process your refund. Where the above conditions are not followed, we may suspend processing of your refund request.
5. Suspension of Purchasing Privileges
After dispatch, for orders returned and refunded for reasons other than quality issues, we may suspend your access to purchasing services for a period of no less than 30 days once the return-and-refund process is complete. This does not apply where:
- The goods have obvious defects, damage, stains or other quality problems that cannot be resolved through the exchange service;
- We were materially at fault in the sale, dispatch or after-sales service;
- Force majeure prevented the completion of the transaction.
6. Delivery and Recipient Information
- After dispatch we cannot accept changes to the delivery address or other contact details; please liaise with the carrier directly;
- Where goods are returned because delivery could not be completed for reasons attributable to the recipient, please contact support; we will re-dispatch once the return and re-shipping fees have been paid.
7. Cases Where Refunds Are Not Available
- Post-dispatch cases that do not meet the return conditions in Article 4 and are assessed by us as ineligible for a refund;
- Orders that are completed (including automatic receipt confirmation after the post-dispatch period) with no quality issues;
- Other cases assessed by us as ineligible for a refund.
8. Cancelling Orders
For unpaid orders, you can cancel directly on the order detail page; unpaid orders past the payment window are closed automatically by the system, without any charge.
9. Contact Us
For refund and after-sales questions, please contact us at support@lumina.store.