Refund policy

1. Cooling-off / right of withdrawal
If you purchased your item without seeing it in person (as with all Lumovex online orders), you generally have the right to cancel your order for a full refund without giving a reason, provided the item is returned unused, in its original packaging, and in resellable condition. The exact window depends on where you live: South African
customers have 7 business days under the Consumer Protection Act; customers in the EU/UK have 14 days under the Consumer Rights Directive / Consumer Contracts Regulations. Where your local law provides a longer period than the general policy below, the longer period applies.
2. Faulty or incorrect items
If your item arrives damaged, faulty, or different from what you ordered, contact us within 14 days of delivery with photos of the issue and your order number. We'll arrange a replacement or full refund at your choice, at no cost to you — this applies regardless of your country. For lower-value items (under R500 / approx. $28 USD), we'll
typically issue your replacement or refund without requiring you to send the item back, since return shipping usually costs more than the item itself. For higher-value items, we may ask you to return the item first, and will cover that return shipping.
3. How to request a return
• Email hello@lumovex.co.za with your order number and reason for return
• We'll confirm whether a physical return is needed based on the item and value, and provide next steps
• Once confirmed (or, for lower-value faulty items, once your claim is reviewed), we'll process your refund within 7-10 business days
4. Refund method and currency
Refunds are issued to the original payment method used at checkout (PayFast or PayPal), in the same currency you were charged in. Please allow up to 10 business days for the refund to reflect, depending on your bank's processing times — international refunds can occasionally take longer.
5. Return shipping costs
If you're returning an item because it's faulty or incorrect and a physical return is required (see Section 2), we cover that return shipping, including from international addresses. If you're returning an item because you changed your mind (within the cooling-off/withdrawal period in Section 1), return shipping costs — including any
customs re-entry fees for international returns — are your responsibility unless stated otherwise.
6. Non-returnable items
For hygiene and safety reasons, items that have been used, damaged after delivery through no fault of ours, or returned without original packaging may not be eligible for a full refund.
7. Contact us
Questions about a return or refund? Reach us via the Contact page or email hello@lumovex.co.za with your
order number.