Custom/Natural Products: All Lumin products are either made-to-order or natural mineral products with inherent variations. As with other natural stone or salt products, no two items are identical. Variations in color, texture, weight and size are normal and do not constitute defects. We therefore do not accept returns simply because of natural differences in appearance or slight size/weight variations. All sales are final unless the item is defective or an incorrect product was shipped.
Defective or Incorrect Goods: If you believe an item you received is defective, damaged, or not what you ordered, you must notify us immediately. Claims must be made in writing within 72 hours of delivery, along with clear photo or video evidence (or an independent inspector’s report) of the issue. After 72 hours, we cannot accept any claims for defects or shortages. Upon receiving a valid claim, we will evaluate the evidence on a case-by-case basis. If a defect is confirmed, our remedy will be to repair or replace the item if practical, or to issue a refund (full or partial) as appropriate. For example, if a faulty batch is discovered, we may replace the goods. If replacement is impossible or impractical, we may offer a partial refund of the purchase price. Refunds will not include shipping or customs charges and may be subject to restocking or handling fees.
Return Authorization (RMA): You must obtain our written approval and a Return Merchandise Authorization (RMA) before returning any goods. To request authorization, contact our customer service with your order details. Returns sent without an RMA will be refused or returned to sender. Returned goods must be shipped (at the buyer’s expense and risk) to the address we specify, and must be carefully and securely packed. Improper packaging that results in damage will void the return credit. We recommend using trackable shipping and insuring the package.
Returns Window: Approved returns must be shipped back within 15 days of RMA issuance, and not later than 30 days from invoice date. Goods returned after the specified period may be refused.
No Returns for Special or Opened Items: Special/custom orders are not returnable unless defective. Once an order (including bulk custom specifications or private-label production) is placed and fulfilled, no change-of-mind returns are allowed. Likewise, due to hygiene and safety, any item that has been opened, partially used, or shows signs of use cannot be returned for credit. We reserve the right to refuse returns of any opened or used items.
Non-Refundable Circumstances: Delays or fees caused by customs, duties or carrier issues are not grounds for refunds. We are not responsible for lost or damaged returns in transit. If an item is refused delivery by the buyer at the destination (e.g. due to customs inspection or return to sender), we may deduct related costs from any refund and re-shipment.
Refund Processing: Once we receive and inspect the returned goods, any approved refund or replacement will be processed within [30] days. Refunds will be made by the original payment method or as a credit to your account, at our discretion. If a replacement is chosen, we will ship the new item to you, subject to availability and additional shipping charges if applicable.
Questions and Contact: If you have any questions about our returns policy or need to make a claim, please contact our Customer Service immediately with your order details. LUMIN PRIVATE LIMITED’s contact for return inquiries is info@luumin.org.
This policy is intended for business-to-business transactions. Any statutory rights afforded to consumers under local laws (e.g. EU consumer directives) do not apply to B2B sales under these terms. We operate on a risk-aware basis: by purchasing from us, you acknowledge that products are natural and custom-made. We strive to resolve any legitimate issues fairly, but we appreciate your cooperation in following the above procedures.
