Refund and Return Policy

Refund and Return Policy

Last updated: August 17, 2025

At Lumdex, your satisfaction is our priority. We offer a 30-day period from receipt of your order to request a resolution for any issues.

Below, we detail our policy based on the reason for the return.

1. Damaged, Defective Items or Wrong Order

The quality of our products is our top priority. If you have received an item that isn't in perfect condition or isn't what you ordered, we promise to resolve it immediately.

Process to follow:

  • Please contact us within 30 days of receipt via our email: contacto.lumdex@gmail.com .
  • In the subject line of the email, please indicate "Incident with Order #[Your Order Number]".
  • To help you as quickly and efficiently as possible, please attach a photo or short video to your email that clearly shows the defect or error in the product.

Once our team reviews your case, we'll offer you one of these two solutions at no cost to you:

  • A full refund of your purchase.
  • The shipment of a new product in perfect condition.

For your convenience, in most of these cases you will not need to return the original item to us.

2. Returns for Change of Mind (Right of Withdrawal)

If the product is in perfect condition but you've simply changed your mind, you can also return it.

  • Term: You have 14 days from receipt of the product to notify us of your wish to return it, in accordance with European Union legislation.
  • Conditions: The item must be returned in its original condition, unused and in its intact packaging.
  • Shipping Costs: Return shipping costs will be borne by the customer.

Process to follow:

  1. Please email us at contacto.lumdex@gmail.com to request return authorization.
  2. Once approved, we will provide you with the shipping address to which you should send the product.
  3. Once we receive and inspect the item, we will refund the amount of the product.

Refunds

When a refund is approved, it will automatically be issued to your original payment method within 10 business days. Please note that your bank may require a few additional days to process it.

Exceptions
Returns on sale items or personalized products are not accepted.

If you have any other questions, we are available at contacto.lumdex@gmail.com .