Returns & Refund Policy

Effective Date: October 13, 2025

1. Overview

At Luminova Premium Car Care, your satisfaction matters to us. This policy explains how you can request a return, refund, or exchange for eligible products purchased through our Website within the United Arab Emirates (UAE).
All returns and refunds are handled in accordance with UAE Consumer Protection Law (Federal Law No. 15 of 2020) and related executive regulations.

2. Return Eligibility

You may request a return within 3 calendar days of receiving your order if:

The product is unused, unopened, and remains in its original packaging and condition.
You provide a valid proof of purchase (invoice, receipt, or order confirmation).

Non-Returnable Items:

For safety, hygiene, and quality control reasons, the following items cannot be returned or exchanged:

Opened, used, or partially consumed products.
Chemical-based or liquid consumables, including cleaners, sealants, and detailing sprays.
Items marked as “Final Sale”, “Promotional”, or customized.
Products that are damaged due to customer mishandling or improper use.

3. Return Procedure

To initiate a return:

Contact us at 📧 info@luminovastore.com within the eligibility period and include your order number, reason for return, and clear product photos (if applicable).
Once reviewed and approved, we will issue a Return Authorization Number (RAN). Returns without a valid RAN will not be accepted.
Ship the item back to us using a trackable courier service. The product must be securely packed to prevent damage during transit.

Note: You are responsible for return shipping costs unless the return is due to our error (wrong, defective, or damaged product).

4. Inspection and Approval

Once your return is received, our team will inspect the item to verify eligibility. We will notify you via email whether your return is approved or rejected.

If approved, we will process your refund as described below.
If rejected (e.g., item used or packaging damaged), the product will be returned to you at your cost.

5. Refunds

Approved refunds are processed within 14 business days of return approval.
Refunds are issued to the original payment method only (no cash refunds).
Shipping fees are non-refundable unless the return is due to our error (wrong, defective, or damaged item).
You will receive an email confirmation once the refund has been processed.

If your refund is delayed, please contact your bank or payment provider, as processing times may vary.

6. Exchanges

We only replace items that are defective, damaged, or incorrect upon delivery.
To request an exchange:

Email info@luminovastore.com with your order number and photos of the item.
Once verified, a replacement will be arranged at no additional cost.
In cases where replacement is unavailable, a full refund will be issued instead.

7. Damaged or Incorrect Items

If your order arrives damaged, incomplete, or incorrect:

Notify us within 48 hours of delivery by emailing info@luminovastore.com with your order number and photos of the damaged item and packaging.
We will investigate and arrange for a replacement or refund as appropriate.

Failure to report damage or discrepancies within the specified timeframe may result in ineligibility for return or refund.

8. Responsibility During Return Shipping

Returned products remain your responsibility until received by us. We recommend using insured and trackable shipping.
We are not liable for lost or damaged parcels during return transit.

9. Policy Exceptions

We reserve the right to refuse returns that:

Do not comply with this policy or eligibility requirements;
Are sent without a Return Authorization Number (RAN);
Show signs of use, tampering, or damage caused by improper handling.

10. Contact Information

For all return, refund, or exchange inquiries, please contact us:
📧 info@luminovastore.com
📞 +971-585-711-635
🏢 22-01-007-016, Al Kawakib 4 Street, Al Noud, Al Ain, Abu Dhabi, 30700, UAE