Refund Policies

Last updated: March 5, 2026

luminex.store is committed to providing excellent customer service and ensuring customer satisfaction. This page outlines our policies regarding refunds, resends, and returns.

⚠ All disputes must be submitted through the appropriate platform. Failure to follow the correct dispute process may result in the request being denied.

✅ What Qualifies for Refund, Resend, or Return

1. Order Delays

  • USA: Eligible after 45 days from departure
  • Brazil: Eligible after 110 days due to customs delays
  • Other Countries: Eligible after 100 days depending on shipping routes

Orders may sometimes be delayed due to carrier pickup issues, customs inspections, or incorrect delivery addresses. Please contact your local post office before submitting a dispute.

2. Orders Not Received

  • If tracking shows "Delivered", refunds or resends cannot be issued.
  • If the order is not received, a non-delivery certificate from the local post office may be required.

3. Damaged Products

  • Full refund or replacement for severely damaged items
  • Partial refund for minor damage (such as small scratches)
  • No refunds for packaging damage caused during international shipping
  • Claims for electronic products must be submitted within 30 days

4. Incorrect or Missing Products

  • Full refund or replacement for incorrect items
  • Partial refund or resend for missing non-essential parts
  • For sizing issues, customers must include a photo showing measurements

5. Order Cancellations

  • Full refund if the order is canceled before processing or shipping
  • Customized or pre-order items cannot be canceled once payment is completed

📩 How to Submit a Dispute

When submitting a refund or replacement request, please include:

  • Photos or videos showing the damaged or incorrect product
  • Screenshots of any communication (with name, date, and message content)
  • The returned product if requested by our support team

⚠ Important Notes & Exceptions

1. Dispute Deadlines

Disputes must be submitted within 7 days of delivery or the expected delivery date.

2. Force Majeure

We are not responsible for shipping delays caused by uncontrollable circumstances such as:

  • Natural disasters
  • Epidemics or pandemics
  • Customs inspections or delays
  • War, civil unrest, or major disruptions

3. Shipping Method Restrictions

Refund disputes are not accepted for orders shipped using certain non-trackable shipping methods.

4. Delivery Location Restrictions

Some regions with known delivery limitations may not qualify for refund disputes.

5. Returns

  • Returns must be authorized in advance
  • Unauthorized returns will not be processed
  • Items must be returned within 30 days of receipt

6. Service-Based Products

Service-related products (such as packaging services or photography services) are non-refundable once the service has been completed.

7. Unacceptable Disputes

Refunds will not be provided in the following situations:

  • Change of mind after purchase
  • Product appearance differs from expectations without defects
  • Shipping delays caused by customs or natural events
  • Incorrect item ordered by the customer
  • Incorrect shipping address provided by the customer

📌 Additional Information

  • No disputes can be opened once an order status is marked "Closed"
  • Some shipping methods may not qualify for dispute claims
  • Disputes may not be accepted for certain high-risk delivery regions
  • Returns may only be accepted at designated warehouse locations
  • Refunds are not provided for low-quality service unless verified through inspection
  • Disputes related to odors, removed tracking information, or customs handling may not be eligible

💬 Need Help?

If you are unsure whether your order qualifies for a refund, replacement, or resend, please contact our support team.

Email: support@luminex.store

Our team is here to help make your shopping experience smooth and worry-free.