Refund Policy

Refund Policy

Last updated: December 4, 2024

At LumiaiLux, we stand behind the quality of our premium display technology. This policy outlines our refund and return procedures.

🌟 Helios Sample Kit - Special Refund Guarantee

Our Helios Sample Kit (€99) comes with a unique refund guarantee:

  • 14-Day Testing Period: Test the Helios kit in your actual space for up to 14 days
  • 100% Refundable: If you decide not to proceed, return the kit in original condition for a full refund
  • Automatic Credit: If you order any Theia Series installation within 90 days, your €99 is automatically credited to your order
  • No Questions Asked: We trust your judgment - if it's not right for you, we'll refund it

Helios Return Process:

  1. Contact us at info@lumiailux.com within 14 days of delivery
  2. We'll provide a return shipping label (free within EU)
  3. Pack the kit in original packaging
  4. Ship it back to us
  5. Refund processed within 5-7 business days

💫 Standard Products (Selene, Theia, Phoebe, Astraea, LumiPrivacy)

EU Consumer Rights (14-Day Cooling Off Period):

As required by EU law, you have 14 days from delivery to return any product for a full refund, no questions asked.

Conditions for Returns:

  • Product must be unused and in original condition
  • Original packaging must be intact
  • All accessories and documentation included
  • Return shipping costs are customer's responsibility (except for defective items)

Non-Returnable Items:

  • Custom-sized Theia installations (made to order)
  • Products damaged due to misuse or improper installation
  • Items returned after 14-day period

🛡️ 2-Year Warranty

All LumiaiLux products come with a 2-year EU warranty covering:

  • Manufacturing defects
  • Component failures under normal use
  • Technical malfunctions

Warranty Does NOT Cover:

  • Damage from improper installation
  • Normal wear and tear
  • Accidental damage
  • Modifications or repairs by unauthorized parties

📦 Defective or Damaged Items

If you receive a defective or damaged product:

  1. Contact us immediately at info@lumiailux.com with photos
  2. We'll arrange free return shipping
  3. Choose between replacement or full refund
  4. We cover all shipping costs for defective items

💰 Refund Processing

  • Timeframe: 5-7 business days after we receive the return
  • Method: Original payment method
  • Notification: Email confirmation when refund is processed

🌍 International Returns

For orders outside the EU:

  • 14-day return period still applies
  • Customer responsible for return shipping costs
  • Customs fees are non-refundable

📞 Contact Us

Questions about returns or refunds?

  • Email: info@lumiailux.com
  • Address: Luxembourg, LUXEMBOURG 🇱🇺
  • Response time: Within 24 hours

🇱🇺 Based in Luxembourg • Your Satisfaction Guaranteed

 

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LUMIAILUX LIMITED WARRANTY & REPLACEMENT POLICY

1. Coverage Scope (Factory Defects Only):
Our 2-Year Warranty covers strictly manufacturing defects in materials and workmanship under normal use. It does not cover damage resulting from:

• Improper installation or wiring errors (voltage spikes).
• Physical abuse, accidental drops, or water damage (unless IP-rated).
• Modifications or disassembly of the hardware.

2. The "Digital Evidence" Protocol:
To accelerate your replacement service, LumiaiLux utilizes a remote diagnostic process. Before any return is authorized, the customer must provide:

• Video Evidence: A clear video demonstrating the malfunction (e.g., motor not responding to power, hub not connecting).
• Installation Context: Photos of the wiring setup to verify correct installation.

3. Professional Installation Disclaimer:
While our kits are designed for ease of use, dealing with electrical mains (110V/220V) carries risk. Damage caused by incorrect wiring or short-circuits due to non-professional installation is NOT covered by warranty. We strongly recommend installation by a certified electrician.

4. Assessment & Resolution:
Upon review of the digital evidence:

• Verified Defect: We will dispatch a brand-new replacement unit immediately (Express Shipping). No need to return the defective unit in most cases.
• User Error: We can offer a replacement part at a discounted "Accidental Damage" rate, but a free replacement will be denied.