Return & Refund Policy
Our return policy is designed to make buying from Lumaarc Marketplace clear, fair and protected.
1. Return window
Eligible products may generally be returned within 7 days of delivery. Damaged, defective, wrong or materially incorrect items should be reported as soon as possible, preferably within 48 hours, with clear photographs or video where appropriate.
2. Eligible returns
A return may be accepted where the wrong product was delivered; the product is damaged or defective; essential parts are missing; the product materially differs from the listing or agreed specification; or the seller's published return terms permit the return.
3. Custom-made and personalized products
Custom-made, personalized and made-to-order products generally cannot be returned simply because the customer changed their mind. They may qualify for correction, replacement or refund when defective, damaged, incorrectly produced, materially different from the agreed specification, or not fulfilled as agreed.
4. Items not normally returnable
Products that have been used, altered, installed, damaged or modified after delivery are normally not returnable unless the issue itself qualifies under this policy. Custom-made and personalized products are also normally excluded from change-of-mind returns.
5. How to request a return
Contact Lumaarc Marketplace or the seller through the available order/support channel. Provide your order number, identify the product, explain the reason and provide photographs or video where relevant. Wait for return instructions before sending an item back.
6. Return delivery costs
Where the return is caused by seller error, a wrong item, material defect, damage in transit or another issue for which the seller is responsible, the seller will normally bear the reasonable return cost or provide the applicable resolution. For an approved change-of-mind return, the customer may be responsible for return delivery unless the seller states otherwise.
7. Refunds
Where a refund is approved, it will normally be made through the original payment method or another supported method. The amount refunded depends on the approved resolution and applicable delivery charges.
8. Seller non-delivery
If a seller fails to fulfil an order, report the non-delivery promptly. Where marketplace payment protection applies, seller settlement may remain on hold while the matter is reviewed. If non-delivery is confirmed and the payment remains eligible for protection, Lumaarc may initiate a refund under the applicable process.
9. Replacement or exchange
Where appropriate, Lumaarc or the seller may offer a replacement or exchange instead of a refund, subject to availability.
10. Seller-specific policies
Sellers may provide additional product-specific return terms. Such terms must not remove protections provided by this marketplace policy or applicable law.
11. Review and misuse
Lumaarc may review the order, listing, delivery records and evidence supplied before approving or declining a return or refund. Fraudulent, deliberately damaged or repeatedly abusive claims may be declined.
12. Policy changes
Lumaarc may update this policy when necessary. The version published on this page applies from its effective date. For help with a return or refund, contact Lumaarc Marketplace with your order number and a description of the issue.