Refund/Warranty/Return Policy

Cancellation Policy:

If you find it necessary to cancel an order placed on the Lumosol official website, we provide a full refund for orders cancelled within 24 hours of purchase, provided the item has not yet been shipped. Should you request a refund more than 24 hours after placing the order but before the item's shipment, a transaction fee of 2.6% will be applicable for credit card users. It is important to note that once the item has been dispatched, we are unable to accommodate cancellation requests. Should you have any questions or concerns regarding your order, please reach out to us at support@Lumosol.com for assistance. However, please be aware that we do not offer compensation for any losses incurred due to the cancellation of crowdfunding or pre-sale orders, including but not limited to the principal amount, interest, exchange rates, and opportunity costs. By participating in crowdfunding or pre-sale orders, you agree to accept any such losses that may result from their cancellation.

 

Return/Repair Policy:

We uphold a 30-day return/repair policy, which means you have a 30-day window following the receipt of your item to initiate a return.

To qualify for a return, your item must remain in the same condition as when you received it, and you will need to provide the receipt or proof of purchase. At Lumosol, we aim for our customers' complete satisfaction with their purchases. If, for any reason, you are dissatisfied with your purchase, you have up to 30 days from when the item was received to return it to Lumosol. To initiate a return, kindly contact us at support@Lumosol.com. In your communication, include your name, details of the item(s) you intend to return, and order information, along with substantial proof of purchase, such as the online order number from Lumosol or a sales invoice. To process a warranty claim, it may be necessary to provide multiple forms of proof of purchase, such as a money transfer receipt and confirmation of the original shipping address. Buyers must also furnish the serial number of the defective item and/or visual proof demonstrating the defect. In some cases, returning the item for a quality inspection may be required. Lumosol's support team will respond within 1-2 business days to facilitate the issuance of Return Merchandise Authorizations (RMA).

Several conditions must be met for a return to be approved:

Once we receive the returned item(s), please allow 5-7 business days for the refund processing to be completed. Refunds will be credited back to the original payment method used for the purchase. Please anticipate a full billing cycle for the credit to appear on your credit card statement. We kindly remind you that we exclusively accept returns and process refunds for products directly acquired from Lumosol. Customers who procured our products from authorized resellers should directly contact the reseller for returns and refunds. If you purchased the product directly from Lumosol and wish to initiate a refund, kindly adhere to our return and refund policies as outlined above.

Replacement and repair :

Lumosol will not undertake the repair or replacement (at Lumosol's expense) of any product that becomes inoperative within the applicable warranty period due to a defect in workmanship or material if the product is determined to be non-repairable. The warranty period for the replacement product will be equivalent to that of the original product. To request a replacement, please reach out to us at support@Lumosol.com, providing your name, order number, and details of the product(s). Our staff will respond within 1-2 business days to initiate the Return Merchandise Authorization (RMA) process. Following our receipt of the returned item, please allow 5-7 business days for the replacement process to be concluded.

 

Warranty:

Warranties may vary per manufacturer and pairing of different manufacturers products.

 

ALL ITEMS/PRODUCTS ARE SUBJECT TO THE RESPECTIVE MANUFACTURERS AND SUPPLIERS' WARRANTIES AND GUARANTIES. OUR WARRANTY POLICY IS BASED ON OUR SUPPLIERS WARRANTY/RETURN/REPAIR POLICY. FOR MORE INFORMATION, PLEASE CONTACT support@Lumosol.co.za

 

Warranty Exclusions:

This warranty is exclusively applicable to customers who made purchases through Lumosol's official websites, or authorized Lumosol retailers. Parties desiring to partake in the Warranty Program must adhere to the procedures and requirements outlined in this policy. For inquiries related to warranty matters, please contact us at support@Lumosol.com.

In cases of damage attributable to the factors listed below, no warranty claims will be acknowledged or accepted. Claims linked to defects resulting from the following factors are not covered by Lumosol's warranty obligations:

1. Inability to provide proof of purchase.
2. Force majeure events (e.g., storm damage, lightning strikes, overvoltage, fires, thunderstorms, flooding; social upheaval such as wars, government interventions, strikes, embargoes, market conditions, etc.)
3. Accidental damage, misuse, abuse, non-compliant use, normal wear and tear, theft, loss, or confiscation
4. Incorrect application of electrical supply voltage, current, and/or frequency
5. Improper installation, commissioning, start-up, configuration, or operation, contrary to the guidelines in the product's installation manual
6. Inadequate ventilation and circulation leading to insufficient cooling and airflow.
7. Modifications made to any part of the product.
8. Unauthorized repair attempts
9. Products with removed, defaced, or tampered serial number stickers or imprints.
10. Products acquired from unauthorized dealers or resellers.
11. Free products, rewards, or gifts
12. Products used outside the purchasing region, or products shipped to locations that are not easily accessible by courier or freight services, such as overseas or remote islands.
13. Cosmetic or superficial defects, dents, marks, or scratches that do not impact the proper functionality of the product.
14. This limited warranty does not cover battery cells or products containing battery cells unless you fully charge the battery cell within thirty (30) days of receiving the product and subsequently charge it at least once every 3 months. Failure to adhere to this guideline will void the battery cell's warranty and any associated coverage for damage or malfunctions. It is advisable to fully charge it within seven (7) days of receiving the product.
15. Our warranties are non-transferable from one end user to another. Furthermore, this limited warranty and associated services will not exceed the original cost of the Lumosol product. Please be aware that these warranty terms and conditions are subject to change without prior notice. The Lumosol Support Team reserves the right to make a final determination regarding eligibility for warranty service and to select the appropriate solution, which may involve replacement, repair, or refund, at its sole discretion.

 

NOTE: THIS WARRANTY POLICY IS LIMITED TO LUMOSOL PRODUCTS ONLY. IN THE CASE OF ANCILLARY PARTS OR ADD-ON DEVICES SUPPLIED BY LUMOSOL, PLEASE REFER TO THE WARRANTY TERMS PROVIDED BY THE RELEVANT MANUFACTURER.

 

Damages and Issues:

Please inspect your order upon receipt and immediately contact us if you encounter any issues such as defects, damage, or receiving an incorrect item. This will enable us to assess the situation and rectify it promptly.

 

Exceptions / non-returnable items

Certain types of items cannot be returned, like sundries (such as DC combiner boxes, fuses and fuse boxes, cabling, batteries and switches), custom products (such as special orders or personalized items). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. The returned item must not be an open-box product, the product box needs to be in the same condition as when it was dispatched.

Unfortunately, we cannot accept returns on sale items or gift cards.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

 

Delivery

All delivery conditions and procedures are based solely on our delivery or courier partners policies.