Refund policy

1. Return Process
A return is the procedure by which a customer returns a purchased product to the store, either because it does not meet expectations or because it has defects. This applies in cases of buyer's remorse or product damage . In both scenarios, the refund is processed according to the original payment method.

2. Return Request
For products sold and delivered by Luminesce , return requests can be made directly via our email: sac@luminesce.com.br .

3. Right of Withdrawal
a) The customer may request a return within 7 (seven) days of receipt, in accordance with the Consumer Protection Code.
b) The item can be shipped via the Post Office or collected from your home, at the customer's discretion, within 7 (seven) days of receipt.
c) All products and gifts must be returned.
d) After 7 (seven) days from receipt, the right of withdrawal is not applicable .

4. Defective/Damaged Products
a) For defective products, the deadline varies: up to 30 (thirty) days for non-durable products and 90 (ninety) days for durable products.
b) The return must include all products and gifts.
c) The technical analysis will confirm the indicated defects.
d) The technical analysis may take up to 3 weeks after the package arrives at our Distribution Center.

5. Chargebacks and Refunds
a) The refund will be processed using the original payment method .
b) For payment via bank slip and PIX , it is necessary to provide bank details.
c) Delivery times after technical analysis:

6. General Provisions

Reimbursement is not approved in the following situations:

• When the customer has not received the product after 3 delivery attempts by the postal service.

• If the customer provided an incorrect address .

• When the product is not returned in the same condition as when it was shipped , properly sealed and without any signs of use .

• If the customer refuses to return the product to the designated Distribution Center.

• When the customer requests a refund due to the fee .

• If the customer requests a refund before receiving the product .

Refund Approved
Reimbursement is approved in the following situations:

• When a logistical error, loss, or theft of merchandise occurs during delivery.

• If the customer returns the product in perfect condition , keeping it sealed , within 7 days of receipt .

Our refund policy aims to ensure transparency and fairness in all transactions.
Please contact us if you have any questions about the refund process or other related matters. We are committed to providing the best experience for our customers at Luminesce .

This Return Policy may be updated to reflect our current processes.
If you have any questions, please contact us through our customer service channels.
This policy is effective as of February 2, 2025 , and applies to all transactions made on Luminesce .