Refund policy

1. Your Right to Return — EU Consumer Rights

As a customer purchasing online within the European Union, you are protected by the EU Consumer Rights Directive. Lumino Zone fully respects and complies with all applicable EU consumer protection laws.

You have the right to withdraw from your purchase and return any item within 14 calendar days of receiving your order, without providing any reason or justification. This is your statutory right under EU law.

The 14-day cooling-off period begins on the day you, or a third party you designate, physically receives the goods.

2. How to Request a Return

To initiate a return, please contact us within the 14-day period using one of the following:

• Email: info@luminozone.com

• Contact form on our website: www.luminozone.com/contact

Your return request must include your order number, the item(s) you wish to return, and your preferred resolution (refund or exchange). Once we receive your request we will respond within 2 business days with return instructions.

3. Return Conditions

To be eligible for a full refund, returned items must meet the following conditions:

• Returned within 14 calendar days of delivery

• In original, unused condition

• In original packaging with all accessories and documentation included

• Not damaged due to misuse or improper handling

Items that show signs of use beyond what is necessary to assess their nature and functioning may be subject to a partial refund to reflect any reduction in value.

4. Return Shipping Costs

In accordance with EU consumer law, the cost of return shipping is the responsibility of the customer, unless the item received was defective, damaged on arrival, or not as described.

We strongly recommend using a tracked shipping service for your return. Lumino Zone cannot be held responsible for items lost or damaged during return transit.

5. Refunds

Once we receive your returned item and verify its condition, we will process your refund within 14 calendar days of receiving the return or proof of shipment, whichever comes first.

Your refund will include:

• The full purchase price of the returned item(s)

• Standard outbound shipping costs, if any were charged at time of purchase

Refunds will be issued using the same payment method used for the original purchase. We do not issue refunds via a different method unless you explicitly agree to this.

Please note that depending on your bank or payment provider, it may take an additional 3 to 5 business days for the refund to appear in your account.

6. Defective or Damaged Items

If you receive a product that is defective, damaged, or significantly different from what was described, you are entitled to a full refund or replacement at no cost to you, including return shipping.

Please contact us within 48 hours of receiving the item and provide:

• Your order number

• A clear description of the defect or damage

• Photos showing the issue

We will resolve the matter promptly and at no additional cost to you.

7. Exchanges

We currently do not offer direct exchanges. If you wish to receive a different product, please return the original item for a refund and place a new order for the item you want.