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Return and Refund

Return and Refund Policy

Scope and Intent

This Return and Refund Policy applies to all purchases made through the Luminovi website.

Contact Information

For questions about returns and refunds, please contact our customer service via:

Return Window

Customers in the United States have the right to cancel their purchase and return the product within 30 days of the delivery date without providing any reason.

Return Instructions

  1. Return Notification: To initiate a return, contact our customer service at info@luminovi.com with your order number and a detailed reason for the return.

  2. Return Authorization: After reviewing your return request, we will provide detailed instructions and, if applicable, a prepaid shipping label.

Packaging and Shipping

  1. Safely pack the item in the original packaging with all labels and tags still attached.

  2. Include the return authorization form and any necessary supporting documents or images.

  3. Download and print the return label from the link provided in our email.

Return Costs

  • For Defective Products: No cost to the customer. This applies when the product is incorrect, damaged by the carrier, or defective.

  • For Customer Remorse (Change of Mind): The actual cost of return delivery will be charged to the customer.

Specific Return and Refund Conditions

  • Returns Due to Change of Mind: Products must be unused, undamaged, and in original packaging.

  • Defective Goods: Contact customer service immediately. Luminovi will cover return shipping and provide a replacement or refund.

  • Damaged Goods: Report within 48 hours of receipt with photos. Luminovi will cover return costs if applicable.

  • Incorrect Product Received: Contact us immediately. We will arrange return shipping and replacement.

  • Product Never Arrived: Contact us to investigate. A refund or replacement will be provided if confirmed lost.

  • Cancellation After Order: Cancel orders before shipment. For shipped orders, follow return instructions after receipt.

Exchange Policy

We accept exchanges within 30 days of the delivery date. If you're not satisfied with your purchase, simply contact our customer service at info@luminovi.com with your order number and details about the exchange. We will provide instructions for returning your item and processing the exchange.

  • Eligibility: The item must be unused, undamaged, and in its original packaging.

  • Shipping Costs: Customers are responsible for the return shipping cost unless the item is defective or incorrect.

For more information, feel free to contact us at info@luminovi.com.

Policy for Damaged or Defective Goods

Contact our customer service within 48 hours of receiving damaged or defective items. Provide photos. Approved claims will receive a replacement or refund.

Policy for Non-Damaged Goods

Return undamaged, unused products within 30 days in original packaging.

Timelines

  • Return Window: Returns must be reported and shipped within 30 days of receipt.

  • Return Processing: Refunds processed within 7 business days of return receipt and inspection.

  • Refund Period: Refunds take up to 7 business days to process after approval.

  • Refund Methods: Refunds issued to the original payment method.

Exceptions to the Return Policy

Non-returnable items include:

  • Custom or personalized items

  • Hygiene products (unless unopened and unused)

Return Address

Send returns to: 1603 Capitol Avenue Suite 310 A617, Cheyenne, WY 82001

Shipping Method and Costs

  • Shipping Method: DHL + Track & Trace

  • Restocking Fees: $0

Legal Rights

This policy does not affect applicable legal rights.

Questions?

Visit our FAQ page or contact our customer service.

Company Information: