Return & Replacement Policy
1. Return Eligibility
Products must be unworn, unwashed, and with tags attached. Specific items such as accessories (bottles, bags, etc.) cannot be returned.
2. Time Frame
Returns must be initiated within 10 days of purchase.
3. Return Process
Courier Returns
- Courier returns are RTO (Return to Origin) initiated orders, occurring when an order has been undelivered three times.
- Lumenlooks does not charge additional RTO shipping fees.
- All RTO initiated orders will be delivered to Lumenlooks’ operation house by default, as custom return addresses are not accepted by logistics partners.
- Once delivered, the order is added to Returns within 24-48 hours, allowing for re-shipment to the customer or another customer.
- Returned orders are stored free of charge for 30 days. After 30 days, the order will be disposed of or donated to charity. A reminder notification is sent to the registered email address.
Customer Returns
- Customer returns are products requested to be exchanged or returned.
- If a customer raises a return or exchange request for a defective product, they should email getintouch@lumenlooks.com with the defect details. If verified, Lumenlooks will initiate a refund or replacement at no cost.
- To raise a refund/replacement request, email getintouch@lumenlooks.com. The defect must be communicated within 10 days of delivery. Include images/videos of the product showing the defect, the UID label, and packaging with the shipping label visible.
- Products must be returned to Lumenlooks.
- For non-defective product return/exchange requests (e.g., size or color change), Lumenlooks will not be liable to initiate a refund or replacement.
4. Replacement Policy
Replacement requests are covered under the refund policy.
5. Refund Policy
If you receive a defective product from Lumenlooks, raise a refund or replacement request by emailing getintouch@lumenlooks.com with:
- Lumenlooks' six-digit Order ID
- Image of the UID Label/Barcode Sticker
- Images of the product in full view
- Images/videos of the defect
Specific requirements:
- Broken or Damaged Products: Images of the packaging and an unboxing video if packaging was damaged.
- Size Issues: Images of the product being measured with an inch tape.
- Misalignment of Print: Images of the misalignment measured with an inch tape.
- Holes: Images of the packaging and an unboxing video.
- Missing Items: Unboxing video.
- Wrong Item: Images of the shipping label and received products.
- Tampered Packaging: Unboxing video (delivery should be rejected or share negative Proof of Delivery remarks).
Lumenlooks will review requests and respond with a solution within 24-48 hours. Refunds will not be processed without the required information.
6. Cost of Return Shipping
Reshipping is charged at Rs. 60 + 18% GST.
7. Restocking Fee
No restocking fees are charged.
8. Return Address
Returns are managed by Lumenlooks and their delivery partners.
9. Contact Information
Email: getintouch@lumenlooks.com
10. International Returns
International returns are not accepted.
11. Refund Method
Refunds will be processed to the original payment method.