Return Eligibility
To be eligible for a return, items must be unused, unopened, and in their original packaging. You must initiate the return process within 30 days of receiving your order. If the product has been opened or used, it cannot be returned unless it is defective or damaged upon arrival. We reserve the right to refuse returns that do not meet these criteria.
How to Request a Return
To request a return, you must send an email to [email protected]. In your email, include your order number, the item(s) you wish to return, and the reason for the return. We will respond to your request within 3 business days with further instructions. Please ensure that your email is clear and contains all necessary information to expedite the process.
Return Shipping Costs
Customers are responsible for all return shipping costs unless otherwise agreed upon. We recommend using a trackable shipping service or purchasing shipping insurance for items over a certain value. Luminous Asylum is not responsible for items lost or damaged during return shipping. If we agree to cover the return shipping costs, we will provide you with a prepaid shipping label.
Refund Processing Time
Once we receive your returned item, we will inspect it to ensure it meets our return policy criteria. If approved, your refund will be processed within 7-10 business days. The refund will be issued to the original payment method used for the purchase. Please note that it may take additional time for your bank or credit card company to process and post the refund to your account.
Exchanges
We do not offer direct exchanges. If you wish to exchange an item for a different product, you must return the original item for a refund and place a new order for the desired item. This ensures that you receive the correct product and helps us manage inventory effectively. Please follow the return process outlined above for your original item.
Defective or Damaged Items
If you receive a defective or damaged item, please contact us within 7 days of receiving your order. Include photos of the damaged item in your email to help us assess the situation. We will work with you to resolve the issue, which may include a replacement or a full refund. Your satisfaction is important to us, and we aim to address any issues promptly.
Final Notes
This Return and Refund Policy is subject to change at any time. We encourage you to review it periodically for any updates. By making a purchase from luminousasylum.com, you agree to comply with this policy. If you have any questions or concerns regarding our return policy, please reach out to us via email at [email protected]. We are here to assist you and ensure your shopping experience is satisfactory.