Refund policy
Returns & Refunds Policy
At Lumino, we want you to be completely satisfied with your purchase.
Returns
We accept return requests within 30 days of delivery.
To be eligible for a return, products must:
- Be unused and unopened.
- Be in their original packaging.
- Be accompanied by proof of purchase.
To request a return, please email us at lumino@code5solutions.co.za with your order number and reason for the return.
If your return is approved, we will provide instructions for returning the item.
Products returned without prior approval may not be accepted.
Damaged, Defective, or Incorrect Items
Please inspect your order when it arrives.
If you receive a damaged, defective, or incorrect item, contact us within 7 days of delivery at lumino@code5solutions.co.za. We may request photographs of the product and packaging to assist with the assessment.
Where a product is found to be defective, damaged in transit, or supplied incorrectly, we will arrange a replacement or refund.
Non-Returnable Items
For hygiene and safety reasons, we cannot accept returns of:
- Opened or partially used chemical products.
- Products that have been mixed, diluted, or altered.
- Custom or special-order items.
- Gift cards.
This does not affect your rights regarding defective products.
Return Shipping
If a return is due to a change of mind, the customer is responsible for return shipping costs.
If the product is defective, damaged, or supplied incorrectly, Lumino will cover the reasonable cost of return shipping.
Refunds
Once we receive and inspect the returned item, we will notify you of the outcome.
Approved refunds will be processed to the original payment method within 10 business days. Depending on your bank or payment provider, it may take additional time for the funds to reflect in your account.
If more than 15 business days have passed since your refund was approved, please contact us at lumino@code5solutions.co.za.
Contact Us
For any questions regarding returns or refunds, please contact: