Returns & Exchanges
Return / Exchange Policy
To initiate a return or exchange, please contact customerservice@luminousheal.co and provide your order number, the reason for the return, and photos of the item you wish to return. We will guide you through the return process step by step. All returns are subject to evaluation by Aurora Limited.
Please Note:
For safety and hygiene reasons, LuminousHeal currently does not offer free return and exchange services for reasons other than product quality issues. A restocking fee of 10% - 20% will be charged for returns not related to product quality.
Imposed Fee for Return Criteria
To ensure swift and hassle-free shipping, minimize unforeseen expenses, and responsibly evaluate and recycle returned items, Aurora Limited may apply a return fee. This fee includes the return shipping fee and restocking fee, and the amount may vary based on the order status and the condition of the returned item(s).
| Status of the Order/Item(s) | Restocking Fee Rate | Return Shipping Fee |
|---|---|---|
| Package(s) canceled in transit | 10% of the total original order(s) value | Determined by logistics service provider and transportation distance |
| Package(s) that have not been opened and possess fully intact, undamaged original packaging and accessories | 10% of the total original order(s) value | Determined by logistics service provider and transportation distance |
| Package(s) have been opened, the product(s) have been used, and all contents of the box are undamaged | 20% of the total original order(s) value | Determined by logistics service provider and transportation distance |
Order Cancellation Policy
To cancel your order, please reach out to our customer support representative at customerservice@luminousheal.co.
Cancellation is only applicable for products that have not yet been shipped.
- For cancellations within 24 hours after placing an order and before the product is shipped: A fee of 4% of the total original order value will be charged.
- For cancellations beyond 24 hours after placing an order and before the product is shipped: A fee of 5% of the total original order value will be charged.
- For products that have already been shipped: They will be treated as returns, and the return policy will apply.
Defect Products Policy
LuminousHeal products undergo thorough inspection before reaching our customers to ensure the highest quality. However, there may still be instances where products are damaged during transportation or due to unforeseen circumstances. If you receive a damaged product, please refrain from using it and promptly take a photo for evidence. Send the photo to our customer service representatives, who will arrange for a replacement shipment. Additionally, please return the damaged product to help us identify and resolve the issue to prevent any recurrence.
Requirements for Return & Exchange
In accordance with our guarantee policy, when you initiate a return or exchange process successfully by contacting LuminousHeal customer service, please ensure that you meet the following conditions:
- All items must be returned in their original selling condition, without having been worn, washed, or altered, and all labels must remain attached.
- All items must be returned with their original packaging, and all items must be included in a single package.
- We can only accept returns/exchanges from the country or region to which the order was originally shipped. For instance, orders delivered to the United States must be returned from the United States.
- Customized items cannot be returned. If the product shows signs of wear or alterations compared to its original condition, we reserve the right not to accept any return or exchange.
- No refunds or exchanges on freebies.
Please note that these guidelines apply to all return and exchange processes except for those related to defective products.
Non-Acceptable Return Conditions
Returns will not be accepted under the following conditions:
- Any product not purchased from www.luminousheal.co
- If the original product, accessories, manuals, cables, or any other items originally included with the product are lost or damaged.
- Products displaying physical damage or clear signs of user misuse.
- Products with stains (scratches, food or oil stains, etc.).
- The order exceeds 60 days from the date of purchase.
About The Return Process
- Please contact our customer service team at customerservice@luminousheal.co to initiate the return process. Provide the following information: order number, proof of purchase, and video or photos of the faulty product (relevant photos for the 90-day money-back guarantee policy).
- Our customer service team will review the information you provide within 48 hours. If it complies with our return and exchange policy, we will provide you with the return address.
- Insert the receipt along with the items back into the original packaging.
- Contact the courier yourself and hand over the package for delivery.
- Send the order tracking number from the logistics delivery to our email at customerservice@luminousheal.co.
Refund Time
If a return is successfully initiated and the product is returned successfully, your refund will be credited to the original payment method. Please note that LuminousHeal will not refund shipping costs.
Once your package reaches us, please allow 7-14 business days (depending on peak times) for your return to be processed. If your return does not meet the conditions listed, the package will be sent back to you at your own expense. When your return has been accepted, your refund will be issued, and you will receive a confirmation email.
We’re available to support you via Email: customerservice@luminousheal.co
We strive to respond to your questions within: 24 hours
Customer service chat hours:
Monday - Friday: 8 am - 6 pm AEST
