Returns, Refunds & Exchanges Policy

Returns, Refunds & Exchanges Policy

Last Updated: 16 August 2026

At Luinova Multitrade Enterprise, we strive to provide high-quality beauty, cosmetics, skincare, haircare, and personal-care products. If you are not completely satisfied with your purchase, please review the following policy before submitting a return, refund, or exchange request.

1. Return & Refund Request Period

All requests for returns, refunds, or exchanges must be initiated within 48 hours (2 working days) of successful delivery of the order.

Requests submitted after this period may not be accepted, except where required by applicable law or in cases of products delivered damaged, defective, or incorrectly.

Once a request has been initiated within the eligible period, the complete process—including pickup, product inspection, approval, and refund/exchange—should generally be completed within 14 days from the date of delivery.

2. Eligible Products

A return, refund, or exchange may be considered when:

1. The product received is damaged or defective.
2. The wrong product, shade, size, quantity, or variant was delivered.
3. The product received is materially different from the product ordered.
4. The product qualifies for return under the specific product/category conditions displayed at the time of purchase.

Products must generally be unused, unopened, and in their original packaging, with all labels, seals, accessories, and accompanying items intact.

For hygiene and safety reasons, certain cosmetics, skincare, haircare, beauty, and personal-care products may not be eligible for return once opened or used, unless the product is defective, damaged, or incorrectly supplied.

3. Proof of Damage or Defect

For products reported as damaged or defective, customers may be required to provide clear evidence.

A proper unboxing video is strongly required for damage-related claims. The video should clearly show:

1. The unopened package received from Luinova.
2. The shipping label and package condition.
3. The complete unpacking process.
4. The product and its condition immediately after opening the package.

Claims without adequate evidence may be subject to verification and may not be approved.

4. Exchange Policy

Where an exchange is requested, Luinova may prioritize replacement of the product over a full refund when the requested product, variant, or available alternative is in stock.

If the requested replacement is unavailable, Luinova may offer an alternative solution or process an eligible refund in accordance with this policy.

5. Refund Process

Once the returned product has been received and inspected, Luinova will determine whether the return/refund request meets the applicable eligibility requirements.

If approved, the refund will generally be processed through the original payment method or another available method communicated by Luinova.

The time required for the refund to appear in the customer's account may vary depending on the payment gateway, bank, card issuer, or financial institution.

6. Non-Returnable Situations

A return, refund, or exchange may be rejected where:

1. The request is made after the applicable 48-hour period.
2. The product has been used, altered, damaged, or tampered with by the customer.
3. Original packaging, labels, seals, or accessories are missing.
4. Damage appears to have occurred after delivery due to improper handling or storage.
5. The customer is unable to provide reasonable evidence where evidence is required.
6. The product was purchased under a promotion or offer that specifically states it is non-returnable.
7. The claim is found to be fraudulent, misleading, or inconsistent with the condition of the returned product.

7. Cancellation

Orders may be cancelled before dispatch, subject to the applicable order status and cancellation conditions.

Once an order has been dispatched or delivered, the request will generally be handled under the Returns, Refunds & Exchanges Policy rather than as a cancellation.

8. How to Raise a Request

To initiate a return, refund, or exchange, please contact Luinova Multitrade Enterprise through the customer-support/contact channels provided on our website.

Please include:

1. Order number
2. Customer name and registered contact details
3. Product name
4. Reason for the request
5. Clear photographs/videos where applicable
6. Any other information requested by our support team

Our team may review the information and provide further instructions regarding return pickup or shipment.

9. Misuse of the Policy

Luinova reserves the right to review repeated, suspicious, fraudulent, or excessive return/refund requests. Where misuse is identified, we may restrict future returns, refunds, exchanges, or account services, subject to applicable law.

10. Important Note

This policy is intended to protect both customer interests and marketplace integrity. Luinova Multitrade Enterprise reserves the right to update this policy when necessary. Any updated version will be published on this website with the revised effective date.

For questions regarding returns, refunds, or exchanges, please contact our customer support team.