Lumivique Store

Refund & Returns Policy

Last Updated: 29 December 2025

This Refund & Returns Policy applies to all purchases made from Lumivique Store (“we”, “us”, “our”).
By placing an order on our website, you acknowledge that you have read, understood, and agreed to this policy, including all terms, conditions, limitations, and procedures stated herein.

This policy is part of, and should be read together with, our Terms & Conditions and Privacy Policy.

1. Overview & Acceptance of Policy

We sell physical consumer products including:

  • Health, sports, fitness & wellness tools and accessories
  • Pet care & pet accessories
  • Travel & outdoor tools and accessories
  • Eco-friendly & sustainable products
  • Home décor & living products
  • Beauty accessories & tools
  • Watches, jewelry, souvenirs & gift items

Our store operates as an online reseller. Products may be supplied, shipped, or fulfilled by third-party manufacturers, distributors, or logistics partners, including cross-border shipments.

Due to hygiene, safety, logistical, fulfillment-partner constraints, and cross-border shipping considerations, most sales are considered final, except in the limited circumstances described below.

Refunds and returns are not encouraged and are processed only where legally required or where a product is proven to be defective, faulty, or incorrect upon arrival, subject strictly to this policy.

Nothing in this Refunds & Returns Policy excludes, restricts, or limits any rights or remedies that cannot be excluded under the Consumer Protection Act 1999 or other applicable consumer protection laws.

2. Returns Eligibility (Strict Conditions)

A return request may be considered only if all conditions below are met:

  • Request is submitted within 7 days of delivery
  • Item is unused, unassembled, and unmodified
  • Item is in original packaging, with all accessories, manuals, and inserts included
  • Item shows no signs of wear, use, damage, or tampering
  • Valid proof of purchase is provided
  • Item is not listed as non-returnable (see Section 3)

❗ Any item that has been used, assembled, worn, tested, activated, or altered is strictly non-returnable.

Return eligibility does not constitute an automatic approval. All requests are subject to verification and review.

3. Non-Returnable & Non-Refundable Items

The following items are final sale and non-returnable, except where required by applicable consumer protection laws:

  • Health, sports, fitness, or wellness tools/accessories once used or assembled
  • Pet accessories once used or exposed to pets
  • Travel or outdoor accessories once used
  • Eco products, sustainable products, or bundled products once opened
  • Home décor items once installed or displayed
  • Jewelry, watches, accessories, or gift items once worn or used
  • Promotional, discounted, clearance, or sale items
  • Free gifts, bundled items, or complimentary products

Items purchased through promotional links, referral sources, third-party content, or external recommendations remain subject to the same non-returnable rules, unless proven to be defective, faulty, or incorrect upon arrival, subject strictly to this policy.

4. Damaged, Defective, or Incorrect Items (Limited Exception)

We may offer a replacement or store credit (not a cash refund) only if:

  • Item arrives damaged
  • Item is defective upon arrival
  • Wrong item was shipped due to our error

Requirements:

  • You must contact us within 48 hours of delivery
  • Provide clear photos and/or videos showing:
    • The item
    • The packaging
    • The shipping label

Claims should be submitted within 48 hours of delivery where reasonably possible. Claims submitted after this period may be assessed on a case-by-case basis, particularly where defects are not immediately apparent.

We reserve the right, at our sole discretion, to:

  • Repair the item
  • Replace the item
  • Issue voucher where replacement is unavailable

5. Refunds (Rare & Discretionary)

Refunds are not guaranteed and are approved solely at our discretion, except where mandatory by applicable law.

Where a product is proven to be defective, faulty, or incorrect upon arrival, our primary remedy may be repair, replacement or voucher, rather than a cash refund.

Where required by applicable consumer protection laws, a refund may be provided instead of repair, replacement, or store credit.

Refund eligibility, if any, is subject to the condition of the product, verification results, supplier confirmation, and fulfillment feasibility.

If a refund is approved:

  • It will be issued to the original payment method
  • Processing time may take 7–14 business days or longer, depending on payment provider processing, cross-border logistics, and financial institution timelines

The following are non-refundable:

  • Shipping fees
  • Transaction or payment processing fees
  • Currency conversion fees
  • Customs duties, import taxes, or government charges

Refunds may be denied if:

  • The item shows signs of use or handling
  • Packaging is opened, damaged, or incomplete
  • Return conditions are not met
  • Abuse of this policy or dispute manipulation is suspected

6. Sale Items & Promotions

All promotional, discounted, flash sale, campaign, referral-based, or clearance items are FINAL SALE.

No refunds, returns, or exchanges will be accepted for these items unless required by law.

7. Exchanges

We do not offer exchanges unless:

  • The item is defective upon arrival, or
  • The wrong item was shipped

Approved exchanges are limited to:

  • The same item only
  • Subject to availability and fulfillment partner stock

8. Return Shipping & Costs

All return and exchange shipping costs are borne by the customer unless the product is confirmed to be defective or faulty.

Original shipping fees are non-refundable.

We are not responsible for:

  • Lost return shipments
  • Delayed shipments
  • Damage occurring during return transit

Customers are strongly advised to use a trackable and insured shipping method.

9. Return Address, Non-Walk-In Notice & Contact Requirement

To ensure accurate processing, security, tracking, and customer support, all returns, exchanges, or order-related inquiries must strictly follow our official process.

You acknowledge and agree that:

  • Products must not be returned without prior written authorization
  • Any address displayed on our website footer, invoices, payment records, or business listings is NOT a walk-in location
  • Such addresses are not customer service centers, retail stores, return locations, or dispute handling offices
  • Customers must not visit, ship to, or contact any physical address directly

Return addresses may vary depending on:

  • Product type
  • Supplier
  • Warehouse
  • Logistics or fulfillment partner
  • Cross-border shipping arrangements

Required process:

  • Contact us first via the official WhatsApp number or email stated in the website footer
  • Wait for written return approval
  • A designated return address and instructions will be provided only if applicable

Items sent without authorization, sent to incorrect addresses, or delivered to non-designated locations may not be processed or refunded.

All customer support, order issues, returns, refunds, and disputes are handled exclusively via approved remote communication channels (WhatsApp or email).

10. Chargebacks & Payment Disputes

You agree to contact us first before filing any chargeback, reversal, or payment dispute.

We reserve the right to:

  • Submit order confirmations, delivery records, carrier tracking, IP logs, communication records, and policy acceptance evidence
  • Contest fraudulent, abusive, or policy-violating chargebacks
  • Restrict, suspend, or permanently block accounts associated with repeated disputes or misuse

This policy is designed to align with PayPal Seller Protection and Stripe dispute resolution standards.

11. Limitation of Liability

To the fullest extent permitted by law:

  • Products are sold “AS IS” and “AS AVAILABLE”
  • We make no guarantees regarding suitability, durability, compatibility, or performance
  • We are not liable for misuse, improper handling, failure to follow instructions, or user-caused damage
  • Our maximum liability is strictly limited to the purchase price paid
  • We are not liable for indirect, incidental, special, or consequential damages

Nothing in this section limits liability for matters that cannot be excluded under applicable consumer protection laws.

12. Right to Refuse Returns

We reserve the right to refuse:

  • Any return that does not comply with this policy
  • Requests from customers with repeated disputes, excessive claims, or abusive behavior
  • Any request deemed unreasonable, fraudulent, or excessive

This right does not apply to requests involving defective, faulty, or misrepresented goods where remedies are required by law.

13. Policy Changes

We may update this Refunds & Returns Policy from time to time. Any changes will be posted on this page with an updated revision date.

Changes will apply only to orders placed after the effective date of the revised policy.

The version of the Refunds & Returns Policy in effect at the time an order is placed shall govern that purchase.

Continued use of the website after changes are posted constitutes acceptance of the revised policy for future purchases only.

14. Contact Information

For refunds, returns, order issues, or support inquiries, please contact us only through our official channels stated on the website footer:

☎️ Phone Number: +60 17-5458042
📧 Email: mavericky724@gmail.com