Return & Refund Policy
At Luminest SA, we want you to be happy with your purchase. If you experience a problem with your order or need to request a return, please contact us as soon as possible so that we can assist you.
1. 7-Day Return Policy
We offer a 7-day return period, which means you have 7 days from the date you receive your order to contact us and request a return, where the product is eligible for return.
To be eligible for a return, the item must generally:
- Be unused and in the same condition in which you received it;
- Be unworn where applicable;
- Have all original tags and labels attached where applicable;
- Be in its original, undamaged packaging;
- Include all accessories, manuals and other items supplied with the product; and
- Be accompanied by your order number or other valid proof of purchase.
Please do not send an item back without contacting us first. Returns sent without prior approval may not be accepted.
2. How to Request a Return
To request a return, please contact us at:
Email: info@luminestsa.co.za
Telephone: 083 927 3599
Please include:
- Your full name;
- Order number;
- Product you wish to return;
- Reason for the return; and
- Photographs or videos where the product is damaged, defective or incorrect.
We will review your request and provide you with instructions on what to do next.
3. Damaged, Defective or Incorrect Items
Please inspect your order as soon as you receive it.
If your product arrives:
- Damaged;
- Defective;
- Faulty;
- Incomplete; or
- Different from the product you ordered,
please contact us as soon as reasonably possible after receiving the order.
We may ask you to provide photographs or a video showing the problem so that we can assess the issue.
Where a product is confirmed to be defective, damaged or incorrectly supplied, we will work with you to determine the appropriate remedy in accordance with applicable South African consumer law.
4. Change-of-Mind Returns
If you simply change your mind about a purchase, a return may be accepted within the 7-day return period provided the product is eligible for return and remains unused, unopened where applicable, and in its original condition and packaging.
Return shipping costs for an eligible change-of-mind return may be the customer's responsibility.
Where a product is returned because it is defective, damaged or incorrect, we will assess the circumstances and handle the matter in accordance with applicable law.
5. Beauty and Personal-Care Products
For hygiene and safety reasons, beauty, personal-care and other products intended for direct contact with the body may not be eligible for change-of-mind returns once opened, used or unsealed.
However, this does not affect your rights in relation to products that are defective, damaged, faulty or incorrectly supplied.
If you are unsure whether your product qualifies for a return, please contact us before sending it back.
6. Electronics and Technology Products
Electronic and technology products must be returned with all original accessories, packaging and components where applicable.
Products that have been damaged through misuse, accidental damage, improper installation, unauthorised modification or failure to follow the manufacturer's instructions may not qualify for a return or refund.
This does not affect any rights you may have under applicable consumer protection laws.
7. Non-Returnable Items
Certain products may not be eligible for change-of-mind returns, including:
- Opened or used beauty and personal-care products;
- Personal hygiene products that have been opened or used;
- Products specifically made or personalised for you;
- Gift cards;
- Items clearly identified as non-returnable at the time of purchase; and
- Products that have been damaged through misuse or improper handling.
Defective, damaged or incorrectly supplied products will be dealt with separately in accordance with applicable law.
8. Sale Items
Sale or promotional items may be subject to specific return conditions stated at the time of purchase.
Nothing in this policy is intended to limit any rights you may have under applicable South African consumer protection law.
9. Return Shipping
If your return is approved, we will provide you with the applicable return instructions.
For change-of-mind returns, the customer may be responsible for the cost of returning the item.
Where the return relates to a product that was supplied incorrectly, damaged or defective, we will assess the circumstances and determine the appropriate return arrangements in accordance with applicable law.
10. Inspection of Returned Products
Once we receive your returned product, it will be inspected.
We will notify you whether your return has been approved or declined.
If the return is approved, we will process the applicable refund or other remedy.
11. Refunds
Where a refund is approved, the refund will generally be processed using the original payment method used for the purchase, where possible.
Once processed by Luminest SA or the relevant payment provider, it may take additional time for the refund to reflect in your bank account or card account.
The time required can vary depending on your bank or payment provider.
12. Refunds for Delivery Charges
Where applicable, the treatment of original delivery charges will depend on the reason for the return and the circumstances of the order, subject to applicable consumer protection law.
Additional delivery or return charges arising from an incorrect address supplied by the customer may be the customer's responsibility.
13. Exchanges
If you would like a different product, colour, size or variant, please contact us.
Depending on availability and the circumstances of the return, we may arrange an exchange or ask you to return the original item and place a new order.
14. Products Purchased as Part of a Promotion
If you return an item purchased as part of a promotional offer, bundle, discount or multi-buy promotion, the refund may be adjusted to account for the promotional pricing or other conditions of the offer.
15. Items Sent Back Without Approval
Please contact Luminest SA before returning any product.
Items returned without first contacting us may experience delays in processing and may not be accepted if the return does not meet the applicable requirements.
16. Consumer Rights
Nothing in this Returns & Refunds Policy is intended to remove, restrict or replace any rights you may have under applicable South African consumer protection legislation.
Where applicable, Luminest SA will comply with its legal obligations regarding defective, unsafe, unsuitable or incorrectly supplied goods.
17. Contact Us
If you have any questions about returns, refunds or exchanges, please contact us:
Luminest SA
Email: info@luminestsa.co.za
Telephone: 083 927 3599
Website: luminestsa.co.za
Country: South Africa