Returns & Refunds

This policy applies to consumer orders delivered to destinations served by Luminare. Your statutory rights depend on local law and are never limited by this policy.

 

Seller and contact details

Legal seller: Arxen13 ApS
CVR: DK46011597
Business and return address: Viktoriagade 5, 1. tv, 1655 København V, Denmark
Email: contact@luminareofficial.com
Telephone: +45 93 89 18 33

 

How to return or exchange a product

To request a return or exchange, email contact@luminareofficial.com with your order number. We will send return instructions before you ship. Exchanges are subject to availability. To exercise an EU/EEA statutory withdrawal, send us a clear email notice; you do not need to give a reason.

For EU/EEA orders, the 14-day withdrawal period starts when you, or someone you name other than the carrier, receive the goods. If your order arrives in separate deliveries, it starts when you receive the last item. After notifying us, you have a further 14 days to send the goods back. Please return the product in the same condition as received, with all included parts and its original packaging. You may inspect it as you would in a shop; where law allows, we may deduct diminished value caused by handling beyond what is necessary for that inspection.

For destinations outside the EU/EEA, we offer a 14-day change-of-mind return from delivery, unless local law gives you broader rights. Products must be returned in the same condition as received: unused, unopened and in their original packaging. A cosmetic product sealed for health or hygiene reasons may be excluded after its seal is broken only where applicable law permits. This does not limit rights for faulty, damaged, unsafe or incorrect goods.

 

Faulty, damaged or incorrect goods

Check your order when it arrives and contact us when you discover an issue. Include your order number and a description; photos can help. We will confirm the next steps and cover return costs where required by law. Your statutory remedies and time limits, including applicable EU and Danish consumer rights, remain unaffected.

 

Sending a return

For change-of-mind returns, you pay the direct return postage unless local law requires otherwise or we did not tell you before purchase. Contact us before sending an international parcel for carrier and customs instructions. Pack the item securely, include your order number, and send it to the return address above. Keep your proof of postage.

 

Refunds

We refund to your original payment method without a fee. For EU/EEA statutory withdrawals, we refund within 14 days of your notice, but may wait until the goods arrive or you provide proof they were sent. A full-order withdrawal includes the least expensive standard delivery cost; delivery upgrades are not refunded. For other approved returns, we refund within 14 days after receiving the goods, unless local law requires sooner.

 

Standard withdrawal form

You may use this form; a clear email notice is also sufficient.

To: Arxen13 ApS, Viktoriagade 5, 1. tv, 1655 København V, Denmark, contact@luminareofficial.com
I hereby give notice that I withdraw from my contract of sale for: [goods]
Order number: [number]
Received on: [date]
Name: [name]
Address: [address]
Date: [date]
Signature (only if sent on paper): [signature]

Last updated: 21 October 2026