Exchange and Return Policy
REFUND
From the first email you send to customer service regarding your return, it will be processed. Due to the rush, an immediate response is not always possible. It is not necessary to send multiple emails: processing will be carried out as quickly as possible.
Lumenscent is committed to ensuring that our customers are 100% satisfied with the product they purchase from our suppliers. If you have any problems with shipping or the product, please contact us and our team will help you immediately.
There may be times when you want to return an order. Maybe because you don't like the product, or maybe there is another reason why you wouldn't like the order. For whatever reason, you have the right to cancel your order without giving any reason up to 14 days after receipt.
After cancellation, you have an additional 14 days to return your product. You will then be credited with the full order amount including shipping costs. You will only be responsible for the costs of returning the item from home to the online shop. These costs are approximately 25 EUR per package. You can find the exact prices on your carrier's website. If you exercise your right of withdrawal, the product will be returned to the entrepreneur with all accessories supplied and - if reasonably possible - in its original condition and packaging. To exercise this right, please contact us at info@lumenscent.com
We will then refund you the order amount due within 14 days of registering your return, provided the product has already been returned in good condition.
If the product is damaged or the packaging is more damaged than is necessary to test the product, we may pass on this reduction in the value of the product to you. Therefore, please handle the product carefully and ensure that it is properly packaged when returning it.
- For sealed products. If the seal is broken, these products cannot be returned.
- that were created by the entrepreneur according to the consumer's specifications (individualization):
- that are clearly personal in nature;
- which cannot be returned due to their nature.
RETURN
Damaged products upon arrival
How annoying! Unfortunately, your product may be damaged in transit. If you received a damaged or incorrect product, please contact us within 14 days of receiving the product. Unfortunately, the return period expires after that. For the fastest solution, email us with a photo of the damaged part.
The most optimal photos are on a flat surface where the label and defect can be clearly seen. We will use this information to help you with your order and to avoid errors in the future
If there is any defect, we always deliver a new package or refund the first time. Will it arrive defective the second time? We will then refund you the full purchase amount. If you have any questions about products damaged upon arrival, please contact us
Manufacturing defects or defects after use
How annoying! Unfortunately, it may happen that there has been a production error for some time. It really must be a defect. In other words: the part is broken and barely meets the standard specified by the manufacturer. Wear parts are excluded from production errors or defects. below
Wear parts include, among others:
* Drive belt
- BATTERIES,
- Brake pads and discs, brake pads, brake drums,
- Chains, lamps, sprockets, tires and tubes
- Moving parts in the broadest sense of the word
If you have any questions about production errors or defects after use, please contact our customer service.
Delivery of incorrect products
We do our best to process all orders correctly. Unfortunately, sometimes orders go through and we deliver the wrong product to you. Of course, we will solve the problem and send you the correct order free of charge. If you have any questions about the delivery of incorrect products, please contact customer service
