Cancellation & Returns

1. All orders placed on the Luminous E‑Shop are processed and dispatched through Luminous and/or its authorized logistics partners. While Luminous endeavors to ensure safe and timely delivery of all orders, delivery timelines are estimates only and shall be subject to product availability, serviceability, logistics constraints, and other factors beyond Luminous' reasonable control.

2. Estimated delivery timelines and shipment tracking details, where available, will be communicated after order confirmation. Such timelines are indicative in nature and shall not be construed as a guaranteed delivery commitment. Luminous shall not be liable for any delay in delivery of the products.

3. Customers are responsible for providing complete, accurate, and up-to-date delivery information, including the full delivery address, PIN code, landmark details (if applicable), an active contact number and any other required details. Luminous shall not be responsible for delivery failures, delays, additional costs, or order cancellations resulting from inaccurate, incomplete, or incorrect information provided by the customer.

4. Delivery timelines may be impacted by unforeseen circumstances, including but not limited to adverse weather conditions, political unrest, public holidays, religious events, strikes, transportation disruptions, governmental restrictions, force majeure events, or natural calamities. In such cases, Luminous may revise the estimated delivery timeline and shall not be liable for any resulting delay or inability to complete the delivery.

5. Luminous reserves the right to cancel any order if the delivery location is outside its serviceable network, if the product is unavailable for delivery to the specified location, or if fulfilment becomes commercially or operationally impracticable. In such cases, any amount received from the customer for such cancelled order shall be refunded in accordance with the Refund Policy of Luminous.

6. For deliveries to multi-storey buildings, doorstep delivery shall be subject to the availability of a safe, functional, and suitably sized elevator, as determined by the delivery personnel.

7. Where a functional elevator is unavailable, inaccessible, unsafe, or inadequate for transporting/ delivery of the product, delivery may be completed at the ground floor, building entrance, or any other accessible location as per the sole discretion of Luminous and/or the delivery agent.

8. All products are packed in accordance with standard packaging and handling procedures designed to minimize the risk of transit-related damage. Notwithstanding the foregoing, Luminous does not warrant that packaging may eliminate completely any possibility of damage arising during transportation or handling by third parties.

9.Customers are advised to inspect the external condition of the package and the delivered product at the time of delivery. Any claim relating to visible transit damage, tampering, shortage, or incorrect product delivered must be reported to Luminous within twenty-four (24) hours of delivery, along with clear photographic and/or video evidence and the original packaging. Claims submitted after this period, or without adequate supporting evidence, may be rejected at Luminous’  sole discretion. Any approved return or replacement shall be governed exclusively by the Return / Replacement Policy of Luminous.

10. Risk of loss, theft, damage, or deterioration of the product shall pass on to the customer upon delivery of the product at the designated delivery address, including delivery to the customer, a family member, building representative, security personnel, or any person reasonably appearing to be authorized to accept delivery on the customer's behalf. Thereafter, Luminous shall not be responsible for loss, theft, damage, or mishandling of the product, except to the extent expressly covered under the applicable warranty terms.

11. Governing Law and Jurisdiction: This Policy shall be governed by and construed in accordance with the laws of India and the courts at Delhi shall have exclusive jurisdiction over matters relating to this Policy and any issues arising therein.

12. Limitation of Liability

• Except to the extent prohibited by applicable law, the Luminous’ entire liability arising out of or in connection with the order, cancellation, postponement, rescheduling or termination of the services shall be limited solely to the refund, if any, expressly payable under this Order Delivery Policy. Such refund shall at all times constitute the customer's sole and exclusive remedy.
• Under no circumstances shall Luminous be liable for any indirect, incidental, consequential, special, exemplary or punitive damages, or for any loss of profits, revenue, business opportunity, goodwill, data, anticipated savings, or any other economic or commercial loss, whether arising in contract, tort (including negligence), statute or otherwise, even if advised of the possibility of such damages.
• Luminous shall have no liability for any travel, accommodation, logistics, third-party expenses or any other costs incurred by the customer in anticipation of or in connection with the services.
• Luminous reserves the right to cancel, postpone or reschedule the services at its sole discretion for operational, commercial, safety, regulatory or other business reasons. In such an event, Luminous’ only obligation shall be to provide the refund, if any, in accordance with this Order Delivery Policy.
• Nothing in this clause shall exclude or limit any liability that cannot be excluded or limited under applicable law.

 13. Luminous reserves the right to revise or update this policy from time to time, which shall supersede all previous versions.

1. Order Cancellation: Orders placed on the Luminous E‑Shop cannot be cancelled once placed, as order processing and fulfilment activities commence immediately upon order confirmation to facilitate timely delivery.

2. Refusal to Accept Delivery: If a customer refuses to accept delivery of an order, Luminous reserves the right to deduct up to 20% of the order value towards packing, logistics, handling, and other related costs incurred in processing and shipping the order prior to processing any eligible refund.

3. Replacement for Transit Damage: Replacement requests will be accepted only in cases of genuine transit damage occurring during delivery subject to written approval from Luminous. Any such request must be reported to Luminous on the same day as the delivery, along with clear photographs and/or videos evidencing the damage. Damages arising after delivery, including those resulting from unboxing, installation attempts, improper handling, misuse, negligence, or any other post-delivery activities, shall not be eligible for replacement, refund, or return. Approval of any replacement or refund request shall be subject to verification and confirmation by Luminous based on the information and evidence provided by the customer.

4. Cancellation by Luminous: In the event a product is shown as available for purchase but is unavailable for delivery to the customer's location, or where an incorrect price, product information, or availability status is displayed due to a technical error or system glitch, Luminous reserves the right to cancel the order. In such cases, any amount paid by the customer for the cancelled order shall be refunded in accordance with the Refund Policy of Luminous

5. Order Assistance

For any order-related queries or assistance, customers may contact the Luminous Online Sales Team through the following channels:

   Email: connect@luminousindia.com

   Sales Support: +91 8906008008

Luminous will use reasonable efforts to address and resolve customer queries in a timely manner.

6. Refund Processing: Refunds for prepaid orders made through Credit Cards, Debit Cards, UPI, Wallets, Bank Transfers, or other electronic payment methods shall ordinarily be processed through the same payment method used at the time of purchase.

7. Refunds for Cheque or Bank Transfer Payments: Where payment has been made through cheque or bank transfer (including NEFT, IMPS, or RTGS), the customer may be required to provide a copy of a cancelled cheque of the bank account into which the refund is to be credited.

8. Refund Timelines: Refunds are typically processed within 5–7 working days from the date of approval of the refund request. However, the actual credit of the refund amount shall be subject to the processing timelines of the relevant bank, card issuer, payment service provider, or financial institution.

9. Alternate Banking Details

If a cancelled cheque is unavailable, customers may provide the following details via email to connect@luminousindia.com:

• Account Holder's Name:
• Account Number:
• Bank Name:
• IFSC Code:

10. Governing Law and Jurisdiction: This Policy shall be governed by and construed in accordance with the laws of India and the courts at Delhi shall have exclusive jurisdiction over matters relating to this Policy and any issues arising therein.

11. Limitation of Liability

• Except to the extent prohibited by applicable law, the Luminous’ entire liability arising out of or in connection with the order, cancellation, postponement, rescheduling or termination of the services shall be limited solely to the refund, if any, expressly payable under this Cancellation Policy. Such refund shall at all times constitute the customer's sole and exclusive remedy.
• Under no circumstances shall Luminous be liable for any indirect, incidental, consequential, special, exemplary or punitive damages, or for any loss of profits, revenue, business opportunity, goodwill, data, anticipated savings, or any other economic or commercial loss, whether arising in contract, tort (including negligence), statute or otherwise, even if advised of the possibility of such damages.
• Luminous shall have no liability for any travel, accommodation, logistics, third-party expenses or any other costs incurred by the customer in anticipation of or in connection with the services.
• Luminous reserves the right to cancel, postpone or reschedule the services at its sole discretion for operational, commercial, safety, regulatory or other business reasons. In such an event, Luminous’ only obligation shall be to provide the refund, if any, in accordance with this Cancellation Policy.
• Nothing in this clause shall exclude or limit any liability that cannot be excluded or limited under applicable law.

 12. Luminous reserves the right to revise or update this policy from time to time, which shall supersede all previous versions.

At Luminous, we strive to deliver products in perfect condition. 

1. Replacement or refund requests will be considered only in the following circumstances:

     a. The product has sustained genuine transit damage during delivery; or 

     b. The product delivered is materially different from the product ordered (including but not limited to model,               size, variant, specification, or quantity discrepancies).

2. To be eligible for a replacement or refund, all product components, accessories, manuals, labels, serial numbers, and packaging must be available and in their original condition, except for transit-related damage being reported.

3. Any claim for transit damage or incorrect product delivery must be reported to Luminous on the same day of delivery, supported by clear photographs and/or videos evidencing the issue. Claims reported after this period shall not be accepted. For the avoidance of doubt, damages arising after delivery due to unboxing, installation, improper handling, storage conditions, misuse, negligence, unauthorized repairs, modifications, or normal wear and tear shall not be covered under this policy.

4. Process and Guidelines of the Policy:

      I. Initiating a Return

a. To raise a return, replacement or refund request, customers must contact Luminous Online Sales Team on the same day as delivery through email connect@luminousindia.com or calling +91‑8906008008. 

b. The request must include satisfactory proof in the form of clear images and/or videos of the damaged or incorrect product received.

c. Customers must provide the following information:

• Order Number
• Product name and SKU
• Clear photographs/videos of:
  • The product
  • External packaging
  • Shipping label
  • The reported damage or discrepancy
• Copy of invoice
• Cancelled cheque copy (where payment was made via cheque or bank transfer)

If a cancelled cheque is unavailable, customers must provide:

• Account holder name
• Bank account number
• Bank name
• IFSC Code

d. Luminous reserves the right to request any additional information or documentation required to verify the claim.

 II. Reverse Pickup or Self‑Shipment

a. Upon written approval of the return request by Luminous:

• The customer shall pack the products securely in its original packaging, along with all accessories, documentation, and invoice.
• Where reverse pick-up service is available, Luminous will arrange a reverse pickup through its logistics partner.
• If reverse pickup service is unavailable at the customer's location, the customer may be required to self-ship the product to the address communicated by Luminous.

b. Courier charges incurred for approved self-shipment returns will be reimbursed only upon submission of a valid courier receipt and subject to Luminous' verification and approval.

c.  Luminous shall not be responsible for any loss, damage, or shortage occurring during self-shipment due to inadequate packaging or handling by the customer or the courier partner engaged by the customer.

  III. Product Inspection

a. All returned products are subject to inspection and verification by Luminous or its authorized representatives upon receipt.

b.  Replacement or refund approval shall be at the sole discretion of Luminous after verification of:

• The reported issue;
• Product condition;
• Product authenticity;
• Completeness of accessories and packaging;
• Serial numbers and identification labels.

c. If inspection reveals that:

• The reported issue is not genuine;
• The product has been used, installed, altered, tampered with, damaged after delivery, or is otherwise ineligible under this policy; or
• The return does not comply with the requirements stated herein,

d. Luminous reserves the right to reject the claim and return the product to the customer without replacement or refund.

e.  The findings of the inspection process shall be final and binding for determining eligibility under this policy.

IV. Replacement or Refund

a.  Upon successful verification of the return or replacement request:

• A replacement product shall be dispatched within 3-4 working days after completion of the return pickup process, subject to stock availability.
• If an identical replacement is unavailable, Luminous may, at its discretion, offer an equivalent product or process a full refund.
• Approved refunds will be processed through the original mode of payment, wherever feasible, or through another mode as determined by Luminous.

b. Luminous shall not be liable for delays caused by logistics partners, force majeure events, payment gateway issues, banking delays, governmental actions, or circumstances beyond its reasonable control.

V. Replacement or refund requests shall not be accepted under the following circumstances:

a. The request is raised beyond the prescribed reporting timeline.

b. Failure to provide adequate proof of transit damage or incorrect product delivery.

c. Absence of original packaging, accessories, manuals, warranty cards, labels, or any item originally supplied with the product.

d. The product has been used, installed, commissioned, altered, repaired, or modified after delivery.

   e. The product is not returned in substantially the same condition as received.

   f. Any accessory, consumable, battery, or component has been used, installed, or partially consumed.

  g. Product serial numbers, barcodes, identification labels, tamper-evident seals, or warranty labels are altered, removed, damaged, or unreadable.

  h. Damage is caused by misuse, negligence, improper storage, unauthorized installation, power fluctuations, water ingress, accidents, acts of nature, or causes unrelated to transit.

  i. The product was purchased through unauthorized channels or from a source other than Luminous or its authorized sellers.

  j. The issue is covered under the applicable warranty/service policy rather than this Return/Replacement Policy.

 k. Any issue reported after the return eligibility period shall be governed solely by the applicable Service and Warranty Policy of Luminous.

 5. Governing Law and Jurisdiction: This Policy shall be governed by and construed in accordance with the laws of India and the courts at Delhi shall have exclusive jurisdiction over matters relating to this Policy and any issues arising therein.

 6. Limitation of Liability

• Except to the extent prohibited by applicable law, the Luminous’ entire liability arising out of or in connection with the order, return, replacement, cancellation, postponement, rescheduling or termination of the services shall be limited solely to the refund, if any, expressly payable under this Return/Replacement Policy. Such refund shall at all times constitute the customer's sole and exclusive remedy.
• Under no circumstances shall Luminous be liable for any indirect, incidental, consequential, special, exemplary or punitive damages, or for any loss of profits, revenue, business opportunity, goodwill, data, anticipated savings, or any other economic or commercial loss, whether arising in contract, tort (including negligence), statute or otherwise, even if advised of the possibility of such damages.
• Luminous shall have no liability for any travel, accommodation, logistics, third-party expenses or any other costs incurred by the customer in anticipation of or in connection with the services.
• Luminous reserves the right to cancel, postpone or reschedule the services at its sole discretion for operational, commercial, safety, regulatory or other business reasons. In such an event, Luminous’ only obligation shall be to provide the refund, if any, in accordance with this Return/Replacement Policy
• Nothing in this clause shall exclude or limit any liability that cannot be excluded or limited under applicable law.

 8. Luminous reserves the right to revise or update this policy from time to time, which shall supersede all previous versions.