Returns and refunds

Last updated: 9 November 2026

We want you to be happy with your Lumex order. This page explains how returns, replacements, refunds and cancellations work.

Returns

Detergents are used on clothes and are sold for hygiene and safety reasons, so we cannot take back products that are opened, used or kept for a long time after delivery.

Damaged, leaking or wrong product

If your parcel arrives damaged or leaking, an item is missing, or you receive the wrong product, we will replace it or refund you. Please tell us within 48 hours of delivery, in either of these ways:

1. In our store (easiest): log in, open your account (tap your name at the top), go to My orders, tap Details on that order and then Report a problem. Add 1 to 3 clear photos of the parcel and the product, and choose a replacement or a refund.
2. By email: write to sourabhbhati2905@gmail.com with your order number and clear photos (or a short video) of the parcel and the product.

After we check your photos, we will arrange a replacement or a refund, whichever you prefer. When you report a problem in our store, you can see our reply under that order in My orders.

Cancelling an order

You can cancel an order yourself before the courier picks up the parcel. Log in, open your account (tap your name at the top), go to My orders and tap Cancel order. If you cannot cancel it there, message us as soon as possible with your order number. Once the courier has picked up the parcel it cannot be cancelled. If you already paid online for a cancelled order, we refund the full amount you paid, and the refund starts automatically as soon as you cancel.

Refusing delivery

Please do not refuse a parcel that is correct and undamaged. Return shipping costs us money. If orders are refused again and again, we may stop offering cash on delivery for that mobile number or address.

How refunds are paid

• Cash on delivery orders: we send the refund to your bank account or UPI ID within 5 to 7 working days after we approve your claim.
• Online payments (UPI, cards, netbanking): refunded to the same payment method you paid with, within 5 to 7 working days after we approve your claim or cancel your order. Your bank may take a few more days to show it.
• Money deducted but no order: if your payment went through but your order was not confirmed, we will confirm the order, or the money returns to the same payment method within 5 to 7 working days. Message us with your payment details if it does not.

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