Refund policy
we always aim to deliver products in good condition and ensure a smooth shopping experience for our customers. Please read our Return & Refund Policy carefully before placing an order.
We do not offer refunds once an order has been placed, processed, shipped, or delivered.
Refunds will not be provided for:
Change of mind after purchase
Ordering the wrong item
No longer needing the product
Delays caused by courier/shipping companies
Refusal to accept delivery
Incorrect address or contact details provided by the customer
Products that have been used, damaged, altered, or mishandled by the customer
By placing an order on our store, you agree that all sales are final and non-refundable, except where required by applicable law.
Return Eligibility
Returns are only accepted if the product delivered to you is damaged, defective, or not working upon delivery.
To be eligible for a return/replacement request, the product must meet the following conditions:
The product must be damaged or defective at the time of delivery.
The issue must be reported to our support team within [24/48 hours] of receiving the order.
The customer must provide clear pictures or videos of the damaged or defective product.
The product must be unused and returned in its original condition.
All original packaging, accessories, manuals, and items included in the parcel must be returned.
We reserve the right to reject any return request if the product is found to be used, damaged due to customer handling, missing parts, or not matching the return claim.
How to Request a Return
If you receive a damaged or defective product, please contact our support team at:
Email: luminouae243@gmail.com
Please include the following details in your message:
Order number
Full name
Contact number
Clear pictures or videos of the damaged or defective product
A short description of the issue
Once we receive your request, our support team will review the case and guide you through the next steps.
Return Shipping Process
After your return request is approved by our support team, we will provide you with the return warehouse address.
The customer will be responsible for shipping the product to our warehouse address provided by our support team.
Please do not send any product back without first contacting our support team and receiving the correct return address. Products sent without approval may not be accepted.
We recommend using a trackable courier service when returning the product. MSN E Store will not be responsible for lost, delayed, or damaged parcels during return shipping.
Quality Check & Inspection
Once the returned product is received at our warehouse, our Quality Control team will inspect the product.
The inspection will check whether:
The product is actually damaged or defective
The product matches the original order
The product is unused and in acceptable return condition
All accessories, packaging, and included items are returned
After inspection, our team will update you regarding the approval or rejection of your replacement request.
Replacement Policy
If the product is confirmed to be damaged or defective by our Quality Control team, we will provide a replacement product.
Please note:
We only provide replacements for approved damaged or defective products.
We do not provide cash refunds.
Replacement approval is subject to inspection by our Quality Control team.
Replacement shipping time may vary depending on product availability and delivery location.
If the returned product does not meet our return conditions, the replacement request may be rejected.
Non-Returnable Cases
Returns and replacements will not be accepted in the following cases:
Customer changed their mind
Customer ordered the wrong product
Product was damaged after delivery due to misuse or mishandling
Product was used, altered, scratched, broken, or modified
Product packaging, accessories, or parts are missing
The return request was made after the allowed reporting time
No clear picture or video proof was provided
The product was returned without approval from our support team
Order Cancellation
Once an order has been confirmed or processed, it cannot be cancelled. If the order has already been shipped, the customer must accept the delivery.
Contact Us
For return or replacement requests, please contact our support team:
Lumino UAE
Email: luminouae243@gmail.com
We will review your request and respond as soon as possible.