Return and Refund Policy

Scope and Intent

This Return and Refund Policy applies to all purchases made through the lumisecret.store website.

Contact Information

For any questions regarding returns or refunds, please contact our customer service team:

• Email: hellolumisecret@gmail.com

• Phone: +92 328 1106889

• Address: 27-B, Commercial Sector C, Bahria Town, Lahore, Pakistan

Return Window

Customers in Pakistan have the right to cancel their purchase and return eligible products within 30 days of the delivery date, without providing any reason, subject to the conditions outlined below.

Return Instructions

1. Return Request:
   To initiate a return, email us at hellolumisecret@gmail.com with your order number and a clear reason for the return.

2. Return Approval:
   After reviewing your request, we will send you return instructions. If applicable, a return shipping label will also be provided.

Packaging and Shipping

1. Securely pack the product in its original packaging, with all labels and tags intact.

2. Include any return authorization details and supporting images if requested.

3. Follow the shipping instructions provided in our return confirmation email.

Return Costs

• Defective / Incorrect Products:
  No cost to the customer. This includes products that are damaged, defective, or incorrectly delivered.

• Customer Remorse (Change of Mind):
  The customer is responsible for the actual return shipping cost. This applies if the wrong product was ordered, the item does not fit, or the customer no longer wants the item.

Specific Return and Refund Conditions

• Change of Mind:
  Products may be returned within 30 days of delivery if they are unused, undamaged, and in original packaging.

• Defective Products:
  If you receive a defective product, contact us immediately. lumisecret.store will cover return shipping and provide a replacement or refund.

• Damaged Products:
  If your order arrives damaged, email photos within 48 hours of delivery. Once verified, we will cover return costs and arrange a replacement or refund.

• Incorrect Product Received:
  If you receive the wrong item, we will arrange the return and send the correct product at no extra cost.

• Product Not Delivered:
  If your order does not arrive, contact us so we can investigate with the courier. If confirmed lost, a full refund or replacement will be issued.

• Order Cancellation:
  Orders may be cancelled before shipment. If already shipped, please follow the return process after delivery.

Policy for Damaged or Defective Goods

Damaged or defective items must be reported within 48 hours of delivery, along with clear photos. After inspection, we will issue a replacement or full refund if approved.

Timelines

• Return Reporting & Dispatch: Within 14 days of receiving the product

• Return Inspection: After we receive the item

• Refund Processing: Within 7 business days after inspection

• Refund Method: Original payment method

• Refund Confirmation: Email notification will be sent once processed

Exceptions to the Return Policy

The following items cannot be returned:

• Customized or personalized products

• Hygiene-sensitive products (unless unopened and unused)

Return Address

All approved returns should be sent to:

27-B, Commercial Sector C, Bahria Town, Lahore, Pakistan

Shipping Method and Costs

• Courier Service: Tracked local courier service

• Restocking Fee: No restocking fee charged

Legal Rights

This policy does not affect any rights provided under applicable consumer protection laws in Pakistan.

Need Help?

If you have any questions, please contact us at hellolumisecret@gmail.com or visit our contact page:
👉 https://lumisecret.store/contactus

Company Information

• Website Name: lumisecret.store

• Company Name: lumisecret.store

• Address: 27-B, Commercial Sector C, Bahria Town, Lahore, Pakistan

• Email: hellolumisecret@gmail.com

• Phone / Company Number: +92 328 1106889

• Customer Service Hours: Monday to Sunday, 9:00 AM – 5:00 PM