Refund policy

Effective Date: 1 Aug 2026

At Lumos Cart, customer satisfaction is our priority. We take great care in creating and delivering every order. If you experience any issues with your purchase, we're here to help. Please read our Return & Refund Policy carefully.

1. Return Eligibility

You may be eligible for a return or replacement if:

  • The product arrives damaged or defective.

  • You receive the wrong item.

  • The product is significantly different from what you ordered.

  • The item is missing parts due to our error.

To be eligible, the product must:

  • Be unused and in its original condition.

  • Be returned in its original packaging (where possible).

  • Include proof of purchase or your order number.

2. Return Timeframe

To request a return, replacement, or refund, please contact us within 48 hours of receiving your order.

Requests made after this period may not be eligible for return or refund.

3. Non-Returnable Items

As many of our products are custom-made and personalized, they cannot be returned or refunded simply because:

  • You changed your mind.

  • You ordered the wrong product.

  • You entered incorrect personalization details (such as names, spellings, colors, or uploaded images).

  • You no longer need the item after it has been produced.

Custom-made and personalized products are only eligible for replacement or refund if they arrive damaged, defective, or contain an error caused by Lumos Cart.

4. Refund Process

If your return request is approved:

  1. Our team will review your request and may ask for photographs or additional details.

  2. Once approved, we will notify you via email or phone.

  3. Your refund will be processed to your original payment method.

Refunds are generally processed within 5–7 business days after approval. The time taken for the amount to appear in your account may vary depending on your bank or payment provider.

5. Exchange Policy

We are happy to replace products if:

  • The item is damaged during delivery.

  • You receive the wrong product.

  • The product has a manufacturing defect.

  • The item does not match the confirmed order due to our mistake.

Exchanges are subject to product availability. If the same product is unavailable, we may offer a refund or store credit.

6. Damaged or Defective Products

If your order arrives damaged or defective:

  • Contact us within 48 hours of delivery.

  • Share your order number.

  • Provide clear photos and, if possible, a short video showing the issue.

  • Do not discard the original packaging until your request has been reviewed.

We will assess the issue and arrange a replacement, repair, or refund where appropriate.

7. Return Shipping Costs

If the return is due to:

  • A damaged product

  • A defective product

  • An incorrect item sent by us

Lumos Cart will bear the return shipping cost.

If the return is requested for any other eligible reason not caused by our error, the customer may be responsible for the return shipping charges.

8. Cancellation Policy

Orders may be cancelled only before production or dispatch begins.

Since many of our products are personalized and made to order, cancellation requests received after production has started may not be accepted.

9. Late or Missing Refunds

If you have not received your refund:

  1. Check your bank account again.

  2. Contact your payment provider or bank, as processing times may vary.

  3. If you still have not received your refund after a reasonable period, please contact us.

10. Contact Us

If you have any questions regarding returns or refunds, please contact us:

Business Name: Lumos Cart

Email: Lumoscartofficial@gmail.com

Business Address: Jaipur, Rajasthan

Our Promise

Every product at Lumos Cart is carefully crafted with attention to detail and quality. If something isn't right due to our mistake, we'll work quickly to make it right. Your trust means everything to us, and we're committed to providing a smooth, fair, and customer-friendly shopping experience.