- From Monday to Sunday
To be eligible for a return, items must be unused, in their original packaging, and in the same condition that you received them. You must initiate the return process within 30 days of receiving your order. If the return request is made after this period, we may not be able to process your return. Please ensure that you meet these criteria before contacting us.
To request a return, you must send an email to [email protected]. In your email, include your order number, a description of the item you wish to return, and the reason for the return. We will respond to your request within 3-5 business days with further instructions. Please do not send your item back without receiving confirmation from us first.
Customers are responsible for all return shipping costs unless otherwise agreed upon. We recommend using a trackable shipping service or purchasing shipping insurance for items over a certain value. If you are returning an item due to an error on our part, such as receiving the wrong item or a defective product, we will cover the return shipping costs. Please keep your shipping receipt as proof of return.
Once we receive your returned item, we will inspect it and notify you of the status of your refund. If your return is approved, we will process your refund to the original payment method within 7-10 business days. Please note that depending on your bank or credit card company, it may take additional time for the refund to appear in your account. If your return is not approved, we will inform you of the reasons and may offer the option to have the item sent back to you.
We do not offer direct exchanges. If you would like a different item, please return the original item for a refund and place a new order for the desired item. This process ensures that you receive the correct item in a timely manner. Please follow the return process outlined above to initiate your return.
If you receive a damaged or defective item, please contact us immediately at [email protected]. We may request photos of the damage for our records. If the item is confirmed to be defective or damaged, we will provide instructions for returning the item and will cover the return shipping costs. Please do not attempt to return damaged items without prior communication.
If you have any questions or concerns regarding our Return and Refund Policy, please reach out to us via email at [email protected]. We are here to assist you and ensure that your experience with luminousgaze.com is satisfactory. Please allow us up to 3 business days to respond to your inquiries. Thank you for shopping with us.
