Refund policy
At Lumidex, customer satisfaction is important to us. Please review our Refund & Exchange Policy carefully before placing an order. This policy explains our procedures for returns, refunds, exchanges, and shipping-related issues.
Nothing in this policy affects any mandatory consumer rights you may have under applicable law.
1. Returns & Refund Eligibility
Customers may request a return within 14 calendar days of receiving their order, subject to the conditions below and applicable consumer protection laws.
Items must be returned in their original condition, unused, and with their original packaging where applicable.
Final Sale Items — Shoes & Hats
Shoes and hats are marked as final sale and are not eligible for returns or exchanges under our voluntary return policy, except where a return, refund, or other remedy is required by applicable law, including in cases of defective or incorrectly supplied products.
If you are unsure about an item before purchasing, please contact us at info@lumidex.store.
2. Return Shipping & Prepaid Labels
Lumidex does not provide prepaid return shipping labels.
For standard returns, customers are responsible for arranging and paying for return shipping, provided they were informed of this requirement before purchase and applicable law permits it.
Customers should use a reliable shipping service with tracking and retain their proof of postage until the return has been completed.
If an item is defective, damaged, incorrect, or does not conform to the order, please contact us before returning it. Return shipping costs and any applicable remedies will be handled in accordance with applicable consumer protection laws.
Original shipping charges are handled in accordance with applicable law and the circumstances of the return.
3. Order Delays & Lost Packages
International shipments may occasionally experience delays due to customs clearance, carrier operations, or other unforeseen circumstances.
If your tracking information has not updated for more than 10 business days, please contact us at info@lumidex.store. We will review the tracking information and assist with an investigation.
If a package remains undelivered, appears to be lost, or its tracking information has expired, please contact us so we can investigate and determine the appropriate next steps.
Any refund or replacement will be handled in accordance with the circumstances and applicable consumer protection laws.
4. Packages Marked as Delivered
If your tracking information shows that your package has been delivered but you have not received it, please:
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Check your delivery location and mailbox.
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Ask household members or neighbors whether they accepted the package.
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Contact the shipping carrier to request further delivery information.
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Contact Lumidex at info@lumidex.store so we can review the situation.
A tracking status marked as delivered does not automatically prevent us from reviewing a delivery issue. Each case will be assessed based on the available information and applicable law.
5. Damaged, Defective, Incorrect, or Missing Items
If your order arrives damaged, defective, incorrect, or incomplete, please contact us as soon as possible.
Include your order number, a description of the issue, and clear photographs or other relevant evidence where appropriate.
Depending on the circumstances, we will review the issue and determine the appropriate solution, which may include a replacement, repair, price reduction, or refund, as required by applicable law.
Minor cosmetic variations that do not affect the product's functionality or conformity may not qualify as defects. However, all reported issues will be assessed individually.
6. Size Exchanges
Customers may contact us to request a size exchange, subject to product availability and the conditions of the applicable exchange arrangement.
Please contact us before sending any item back. Our team will explain the available options for your particular order.
Exchanges are not guaranteed and may depend on stock availability and the circumstances of the request. Shoes and hats are excluded from our voluntary exchange program, except where applicable law requires otherwise.
7. Incorrect Shipping Addresses & Unclaimed Packages
Customers are responsible for providing complete and accurate shipping information when placing an order.
If you notice an address error, please contact us immediately. Changes cannot be guaranteed once an order has entered processing or been dispatched.
If a package is not collected from a designated pickup point or is returned to the sender, please contact us so we can review the situation.
Any refund, reshipment, or additional shipping charges will be assessed according to the circumstances and applicable law. Uncollected packages are not automatically eligible for a refund simply because they were not collected.
8. Order Cancellation
Cancellation requests must be submitted within 6 hours of placing the order.
After this period, your order may have entered processing and cancellation may no longer be possible. Please contact us as soon as possible if you need to request a cancellation.
If cancellation is no longer possible, you may still have the right to withdraw from your purchase or return the item after delivery under applicable consumer protection laws.
9. How to Request a Return, Refund, or Exchange
To contact our support team, please follow these steps:
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Contact us: Email info@lumidex.store or message us on Instagram at @lumidexwear.
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Provide your details: Include your order number, a description of the issue, and whether you are requesting a return, refund, or exchange.
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Wait for instructions: Please do not send an item back until our team has provided the applicable return instructions.
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Ship the return: When a return is authorized, arrange the return shipment according to the instructions provided. Lumidex does not provide prepaid return labels for standard returns.
10. Refund Processing
Once a returned item has been received and inspected, we will notify you of the outcome of your request.
Approved refunds will be issued to the original payment method, subject to applicable law and payment provider processing times.
Where a refund is legally due, it will be processed within the timeframe required by applicable law. We will not use an inspection process to delay or deny a refund where the law requires otherwise.
11. Contact Us
If you have any questions about this policy or need assistance with an order, please contact us:
Email: info@lumidex.store
Instagram: @lumidexwear
With Love, Lumidex!
