Refund Policy


Policy applicable to orders placed on the website www.luminerot.com.

1. Customer Service

For any questions relating to an order, return or refund, the Customer can contact customer service:

Customer service strives to respond as quickly as possible in order to provide a solution tailored to the customer's request.

2. Damaged product or anomaly upon delivery

In the event of any anomaly observed upon receipt of the order (broken product, missing product, damaged package or any other apparent defect), the Customer must It is essential to keep the package and its packaging.

The customer will need to contact customer service. within a maximum of 24 hours after delivery in order to report the problem and allow for the implementation of a return procedure if necessary.

⚠️ Important :
The package must not not to be returned directly to the carrier without prior instruction from customer service.

After verification, LUMINEROT will be able to suggest the following, depending on the situation:

  • A product replacement

  • A refund

  • or any other appropriate solution

3. Right of withdrawal

In accordance with the provisions of Consumer Code relating to distance selling, The Customer, having the status of consumer, benefits from a 14 (fourteen) day right of withdrawal from the date of receipt of the product.

The Client may exercise this right without having to justify the reason and without penalty.

THE Return shipping costs remain the responsibility of the customer., except in the case of a defective product or an error attributable to the publisher.

4. Return conditions

To be accepted, the return must meet the following conditions:

  • the product must be returned to its original state

  • the product must not not having been used

  • the product must be returned in its original packaging

  • the return must be made within a maximum period of 14 days after notification of withdrawal

Any returned product incomplete, used, damaged or without original packaging may not be accepted.

5. Return Procedure

Before any return, the Customer must contact customer service at the following address:

contact@luminerot.com

After validation of the request, return instructions will be communicated to the Client.

All returns made without prior agreement from customer service may be refused.

6. Reimbursement

Once the product has been returned and inspected by LUMINEROT, The refund will be issued if the return conditions are met.

The refund will be processed:

  • using the same payment method as the one used when placing the order

  • within a maximum period of 14 days after receipt of the returned product

Initial delivery charges can only be refunded in cases provided for by law.

7. Non-returnable products

In accordance with current legislation, certain products cannot be returned once they have been unsealed or used, particularly for hygiene or safety reasons.