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Refund & Exchange Policy
What happens if a piece arrives damaged, defective or incorrect — and what we cannot take back.
At a glance
At Lumeil, we are committed to high-quality lighting and good service. Please read this policy carefully.
No change-of-mind returns
We do not accept returns or exchanges simply because you have changed your mind. Returns and exchanges are accepted only for products that arrive damaged, defective, or incorrect, as set out below. This protects the condition and pricing of our fixtures.
Cancellations by you
If you wish to cancel an order, contact us as soon as possible.
- Before dispatch: you receive a full refund, minus any payment-gateway charges.
- After dispatch: cancellations cannot be accepted.
When you are eligible for an exchange or refund
- Damaged, defective, or incorrect products: you are eligible for an exchange or full refund. Report the issue within 7 days of delivery with photo (and, ideally, unboxing-video) evidence.
- Undeliverable orders: if your product cannot be delivered due to unforeseen circumstances (for example, lost in transit or out of stock), we will offer you a full refund or an exchange, as you prefer.
Guidelines
- Unboxing video: we strongly recommend filming yourself opening the package. This is the fastest way to verify a damage or defect claim.
- Repairs: any repair charges for damage caused after delivery are borne by the customer.
- GST: for individual purchases, GST is not separately adjusted. For company purchases, GST can be claimed within 12 months of the purchase date. GST is not refunded on returns processed more than 6 months after purchase.
How to request an exchange or refund
Email our customer-service team at admin@lumeil.com with:
- your order number;
- a description of the issue; and
- photos (and unboxing video, if available) of the damaged or incorrect product.
Return shipping
- For damaged or incorrect items (our error), we cover the return shipping cost.
- For returns or cancellations initiated by you for any other reason, you are responsible for the return shipping charges. We do not bear courier charges in these cases.
Refund process
Once we receive the returned product and verify the issue, we process your refund within 5–7 business days. Refunds are issued to your original payment method, minus shipping charges where applicable. Depending on your bank, it may take a few additional days for the amount to appear in your account.
Exchanges
If you prefer an exchange for a damaged or incorrect product, we arrange for the replacement to be sent once the returned product is received and verified.
Contact
Email: admin@lumeil.com · Phone/WhatsApp: +91 97724 56345