Refund policy

We have a 07-day return policy, which means you have 07 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at Luminasouq2001@gmail.com. Please note that returns will need to be sent to the following address: Plot no. 7 Amirabad, Near Roundabout, Valencia, Lahore

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at Luminasouq2001@gmail.com. 


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at ayeshatraderspak@gmail.com.

We have a 15-day return policy, which means you have 15 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at Luminasouq2001@gmail.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at Luminasouq2001@gmail.com. 


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at ayeshatraderspak@gmail.com.

Return and Refund Policy for Luminasouq.com

Last Updated: April 08, 2025

At Luminasouq.com, we are committed to ensuring your shopping experience is seamless and satisfactory. We understand that sometimes a purchase may not meet your expectations, and we’re here to assist. This Return and Refund Policy outlines the process for returning or requesting a refund for any product purchased through our online store. Please read this policy carefully before placing an order.

1. Delivery Timeline

  • Delivery Time: We aim to deliver your order within 4 to 5 business days from the date of order confirmation, depending on your location in Pakistan. For international orders, delivery times may vary, and additional shipping details will be provided at checkout.
  • Tracking: Once your order is shipped, you will receive a tracking link via email to monitor your delivery.

2. Eligibility for Returns and Refunds

We accept returns and offer refunds under the following conditions:

  • Timeframe: Returns must be initiated within 14 days of receiving your order. The product must be returned to us within 7 days of receiving return approval.
  • Condition of the Product:
    • The product must be unused, unopened, and in its original packaging with all tags, seals, and labels intact.
    • Due to hygiene and safety reasons, certain products (e.g., personal care items) cannot be returned if the seal is broken or the product has been used, unless the product is defective or damaged.
  • Proof of Purchase: You must provide proof of purchase, such as your order confirmation email or order number, to process a return or refund.
  • Eligible Products:
    • Returns are accepted for most products, except for items marked as “Final Sale” or “Non-Returnable” on the product page.
    • Products that are defective, damaged, or incorrect are eligible for return, regardless of their category.

3. Non-Returnable Items

The following items are not eligible for return or refund:

  • Products that have been used, opened, or have broken seals (unless defective or damaged).
  • Items marked as “Final Sale” or “Non-Returnable” on the product page.
  • Products damaged due to misuse, improper storage, or negligence after delivery.
  • Products without proof of purchase or outside the 14-day return window.

4. Return Process

To initiate a return, please follow these steps:

  1. Contact Us:
    • Email us at luminasouq2001@gmail.com within 14 days of receiving your order.
    • Include your order number, the reason for the return, and photos of the product (if applicable, e.g., for damaged or defective items).
  2. Return Approval:
    • We will review your request and respond within 2–3 business days with a return approval or denial.
    • If approved, you’ll receive a Return Merchandise Authorization (RMA) number and instructions for shipping the product back to us.
  3. Ship the Product:
    • Pack the product securely in its original packaging.
    • Include the RMA number on the package.
    • Ship the product to the return address provided in the approval email within 7 days of receiving the RMA.
    • You are responsible for the return shipping costs unless the return is due to our error (e.g., wrong or defective product).
  4. Inspection:
    • Once we receive the returned product, we will inspect it to ensure it meets our return eligibility criteria.
    • We will notify you via email about the status of your return within 3–5 business days of receiving the product.

5. Refund Process

If your return is approved, we will process your refund as follows:

  • Refund Amount:
    • You will be refunded the full product price (excluding original shipping costs) if the return is due to a defective, damaged, or incorrect product.
    • For other eligible returns (e.g., change of mind), the refund will exclude the original shipping costs, and you are responsible for return shipping costs.
  • Refund Method:
    • Refunds will be issued to the original payment method used for the purchase (e.g., via your chosen payment gateway on Luminasouq.com).
    • If the original payment method is unavailable, we may issue the refund as store credit at our discretion.
  • Refund Timeline:
    • Refunds will be processed within 5–7 business days after we approve the return.
    • Depending on your payment provider, it may take an additional 3–10 business days for the refund to reflect in your account.
  • Notification:
    • You will receive an email confirmation once the refund has been processed.

6. Damaged, Defective, or Incorrect Products

We take great care to ensure your order is delivered in perfect condition. If you receive a damaged, defective, or incorrect product, please follow these steps:

  • Report the Issue:
    • Contact us at Luminasouq2001@gmail.com within 48 hours of receiving your order.
    • Include your order number, a description of the issue, and photos showing the damage, defect, or incorrect product.
  • Resolution:
    • We will provide a prepaid return shipping label for you to send the product back to us.
    • Upon inspection, we will either:
      • Replace the product at no additional cost (if the same product is in stock), or
      • Issue a full refund, including the original shipping costs, to your original payment method.
  • Timeline:
    • Replacements or refunds will be processed within 5–7 business days after we receive and inspect the returned product.

7. Cancellations Before Shipment

  • Order Cancellation:
    • You may cancel your order before it has shipped by contacting us at Luminasouq2001@gmail.com
    • If the order has not yet been processed or shipped, we will cancel it and issue a full refund to your original payment method.
  • After Shipment:
    • If the order has already shipped, you’ll need to follow the return process outlined in Section 4.

8. Shipping Costs

  • Original Shipping Costs: Non-refundable unless the return is due to our error (e.g., damaged, defective, or incorrect product).
  • Return Shipping Costs: You are responsible for return shipping costs unless the return is due to our error, in which case we will provide a prepaid shipping label.

9. International Orders

  • For international orders placed on Luminasouq.com, the same return and refund policy applies.
  • Delivery times for international orders may vary beyond the standard 4 to 5 business days, and additional shipping details will be provided at checkout.
  • You are responsible for any customs duties, taxes, or fees associated with returning the product to Pakistan.
  • We recommend contacting us at Luminasouq2001@gmail.com before initiating an international return to discuss the process and costs.

10. Store Credit Option

  • At your request, we can issue a refund as store credit instead of a monetary refund.
  • Store credit will be issued as a coupon code via email and can be used for future purchases on Luminasouq.com.
  • Store credit does not expire and can be used on any product, including sale items.

11. Contact Us

If you have any questions about our Return and Refund Policy or need assistance with a return, please reach out to us:

  • Email: Luminasouq2001@gmail.com
  • Phone: +923706881833
  • Response Time: We aim to respond to all inquiries within 24–48 hours during business days (Monday–Friday, 9 AM–5 PM PKT).

12. Legal Compliance

This policy complies with the Consumer Protection Act, 2005 (Pakistan) and other relevant laws in Pakistan. As an online retailer, we are committed to ensuring fair practices and protecting your rights as a consumer. If you believe your return or refund request has not been handled in accordance with this policy, you may escalate your concern to the relevant consumer protection authority in Pakistan.

13. Policy Updates

We reserve the right to update this Return and Refund Policy at any time. Any changes will be posted on this page with an updated “Last Updated” date. We encourage you to review this policy periodically to stay informed about our return and refund procedures.

Explanation of Key Policy Elements

This revised policy is general and applies to all products sold on Luminasouq.com, ensuring flexibility across your product range. Here’s why certain elements were included or adjusted:

  • Delivery Timeline (4 to 5 Days): Added as requested, specifying that delivery within Pakistan takes 4 to 5 business days. This sets clear expectations for customers and aligns with typical e-commerce delivery times in Pakistan.
  • General Applicability: Removed references to specific products (e.g., Dr Rinse Handwash) and used broad language (e.g., “personal care items”) to make the policy applicable to all products on Luminasouq.com.
  • 14-Day Return Window: Retained as a standard timeframe in Pakistan, balancing customer convenience with business practicality.
  • Hygiene Restrictions: Included a general note about hygiene products (e.g., personal care items) to cover categories like handwashes, soaps, or similar items, ensuring returns are not accepted if used, unless defective.
  • Shipping Costs: Clarified that customers cover return shipping costs unless the return is due to your error, which is a common practice to prevent misuse while ensuring fairness.
  • International Orders: Adjusted to note that international delivery times may vary beyond the 4 to 5 days, providing clarity for global customers.
  • Legal Compliance: References the Consumer Protection Act, 2005 (Pakistan), ensuring compliance with local laws and building trust with customers.

Implementation on Luminasouq.com

To add this policy to your Shopify store:

  1. Add to Your Website:
    • In your Shopify admin (luminasouq.com/admin), go to Online Store > Pages.
    • Create a new page titled “Return and Refund Policy.”
    • Copy and paste the policy text above, filling in your business phone number and any other placeholders.
    • Save and publish the page.
  2. Link in Footer:
    • Go to Online Store > Navigation.
    • Edit your footer menu and add a link to the “Return and Refund Policy” page for easy access.
  3. Include in Checkout:
    • In Settings > Checkout, add a link to the policy in the checkout settings (e.g., in the “Order Processing” section) to ensure customers see it before completing their purchase.
  4. Product Pages:
    • Add a general note on product pages (e.g., “Returns accepted only if unopened, see our Return and Refund Policy for details”) to set clear expectations.
  5. Order Confirmation Emails:
    • In Settings > Notifications, edit the “Order Confirmation” email template to include a link to the policy, ensuring customers are aware of their options post-purchase.

Additional Notes

  • Payment Gateways: Since you’re using Safepay (and potentially exploring AsiaBill), the refund timeline (5–7 business days) aligns with Safepay’s processing times, ensuring consistency.
  • Customer Expectations in Pakistan: The 4 to 5-day delivery timeline is reasonable for Pakistan, but ensure your logistics partner can meet this commitment to avoid customer dissatisfaction. For COD orders (popular in Pakistan), clarify that refunds for COD payments may be issued via bank transfer or store credit.
  • International Customers: The policy accommodates international orders, which is relevant if you’re using gateways like AsiaBill to target global markets.