Exchange and Return Policies
Our product exchange policy aims to provide customers with complete security regarding products purchased from our store. All of our products have Warranty against manufacturing defects. We also exchange products that have arrived damaged. different from the one ordered by the client.
If you receive a product from us with a manufacturing defect or different from what you ordered, please follow these steps to exchange it:
- Please inform our team about the problem via our email.
Please send a message to sac@luminesce.com.br, including clear photos or videos of the defective or incorrect product you received, within 3 days of receipt. Please note that we will not process exchanges or refunds after this period.
- Your complaint will be reviewed within a maximum of 2 business days and, if the problem is confirmed, we will contact you via email and... You can choose one of the following options :
- Receive a refund of the amount paid.
- Receive a new product identical to the one ordered.
- To receive a product of similar value.
- Receive a coupon with the product's value to use on future purchases.
We will not exchange products that are the wrong size for the customer.
We provide measurements in centimeters for our products to ensure you choose the correct size. Please check them or contact us if you have any questions.
According to the Consumer Protection Code - Article 18, there is no legal obligation for the retailer to make exchanges due to consumer regret regarding color, size, model, or any other reason. The right guaranteed to the customer by the consumer protection code is to make exchanges only in the case of defective products.
After the procedure, within 48 business hours, we will contact you with the necessary instructions. For the exchange or return to be accepted, the product must be sent in its original packaging and without any signs of use. Otherwise, we will not be able to process the return.
Important Note: Please note that if the request is not made within 7 days of receipt, the customer will lose the right to exchange or return the item.
Shipping Costs: For exchanges, the customer is responsible for the round-trip shipping costs.
Purchase Cancellation: The request to cancel the purchase must be made within 24 hours of payment.
Criteria for Exchange or Return: For a product to be eligible for exchange or return, it must meet the following criteria:
- The product should show no signs of use.
- All original packaging must be intact.
- The product must be packaged in a way that prevents damage during transport.
- We will not exchange products that have been damaged or modified by the customer.
Address Error: Regarding address issues:
If the package is already in transit, it will not be possible to change the recipient's address. If the package is returned to sender due to an address error, any new shipment will be at the customer's expense. This includes cases where the customer initially received free shipping.
In cases of loss or delivery problems related to the carrier, a new shipment will be requested and the delivery time will be restarted.
We are committed to ensuring an efficient and fair exchange and return experience for our customers. If you have any questions, please do not hesitate to contact our customer service.
