Refund policy

Return, Replacement & Refund Policy

Luminas India Operating from Kolkata, India · Contact: luminas.team@gmail.com

We want you to shop with confidence. This policy explains exactly what's covered, what we need from you to process a claim, and how refunds work — including for Cash on Delivery orders.

1. What's covered

We accept returns, replacements, and refunds only for:

  • Item received damaged
  • Item received defective / not working
  • Wrong item received
  • Item(s) missing from the parcel

We do not accept returns for change of mind, size, or personal preference. This keeps our prices honest and our delivery reliable — every accepted "just didn't like it" return costs money that would otherwise go into keeping this store affordable and in stock.

Reporting window: You must report an issue within 4 days of delivery. Claims reported after this window cannot be accepted, so please inspect your order as soon as it arrives.

2. What we need from you: the unboxing video

To report a claim, you must send us an unedited, continuous unboxing video — this is mandatory, not optional. The video must:

  • Start before the parcel is opened, with the courier's shipping label / AWB number clearly visible
  • Show the seal being opened for the first time, filmed continuously with no cuts, edits, or pauses
  • Clearly show the product and the specific issue — the damage, the defect, the wrong item, or the empty space where a missing item should be
  • Be filmed in good, even lighting so the item is clearly visible

Why we require this: Every parcel we ship is also recorded on video at the point of packing, linked to your order ID. If a claim is filed, we compare our packing video against your unboxing video to verify what happened. This protects genuine customers by giving us fast, clear evidence to approve real issues — and it protects the business from claims that don't match what was actually shipped. We're transparent about this because we'd rather you know upfront than be surprised later.

Claims submitted without a valid unboxing video will take longer to review, and may be declined if we're unable to verify the issue by other means.

3. How to report an issue

  1. Email luminas.team@gmail.com within 4 days of delivery with:
    • Your order ID
    • The unboxing video
    • Photos of the issue, if helpful
  2. We'll review your claim and respond within 2–3 business days with a decision: approved, declined (with the reason), or a request for more information.
  3. If approved, we'll arrange a free reverse pickup and send you confirmation with a pickup date. Please do not ship the item back yourself before we've approved the claim and confirmed pickup — items sent back without prior approval will not be accepted, and we can't take responsibility for parcels sent through a courier we didn't arrange.

4. Replacement or refund

For approved claims, we default to a free replacement of the same item.

If you'd prefer a refund instead — or if the item is out of stock — let us know when you file your claim and we'll process a refund instead.

5. How refunds work

  • Refunds are issued after the returned item is picked up and inspected — typically within 2–3 business days of pickup.
  • If you paid Cash on Delivery, there's no original payment method to refund to, so we'll ask you for a UPI ID or a bank account number + IFSC code once your claim is approved, and send the refund there directly.
  • If you paid online (card, UPI, netbanking at checkout), the refund goes back to the same payment method.
  • Refunds are processed within 7 business days of approval. From there, your bank or UPI app may take a few additional days to reflect it — this part is outside our control.
  • Haven't received it after 10 business days from our confirmation? Email us your order ID and we'll trace it — this is faster than any other route.

6. Damaged in transit

If your item was damaged during shipping, report it the same way (§3) with your unboxing video. We'll arrange the replacement or refund and handle any courier claim ourselves — you won't need to deal with the courier directly.

7. Order verification & fraud prevention

To keep this fair for genuine customers and protect the business from misuse:

  • We may call, message, or WhatsApp you to confirm your order — especially higher-value or first-time COD orders — before we ship it. If we can't confirm an order, it may be cancelled.
  • We reserve the right to decline, cancel, or require prepayment on orders that show signs of fraud or abuse, or a history of refused deliveries or disputed claims on the same name, phone number, or address.
  • We reserve the right to decline a refund or replacement, and to pursue the matter further, where there's clear evidence of a false claim — for example, a returned item that doesn't match what we shipped, signs of a tampered or edited video, or a repeated pattern of claims.
  • Please check that your parcel's outer packaging isn't tampered with before accepting it from the delivery agent. If it looks tampered or damaged, you're welcome to refuse delivery at no cost to you.

8. Not eligible for return or refund

  • Claims reported after 4 days of delivery
  • Claims without the unboxing video required in §2, unless we're able to independently verify the issue
  • Items where the tamper-evident seal is broken and the item shows signs of use beyond the reported issue
  • Any item marked as final sale / clearance at the time of purchase
  • Any Delivery Charges paid against any product is not eligible for refund.

This doesn't override any right you have under Indian consumer protection law to a return or refund on a genuinely defective or misdescribed item — where the law requires us to accept a claim, we will, regardless of the above.

9. Grievance redressal

If you're not satisfied with how a claim was handled, email luminas.team@gmail.com with "Grievance" in the subject line. We acknowledge grievances within 48 hours and aim to resolve them within 30 days.

Grievance Officer: Luminas Team +91 3331625955 — required to be published under the Consumer Protection (E-Commerce) Rules, 2020; add once appointed]

10. Business details

Luminas is operated by Luminas India, based in Kolkata, India. 

Last updated: 12 August 2026