Return and Exchange Policy

Did not like the bag you had shopped? Changed your mind after receiving your order? No Worries. We respect the fact that many a times you buy a fashion product but change your mind later and decide not to wear it. We do not want you to regret your purchase decision ever. We value your money and we will not like you to waste your money in buying a product which you will never use. And hence, we offer a very simple return policy to our customers. A coupon code equivalent to the returned product value will be shared for your future purchase..

Key Policy Highlights

1. Returns & Exchange Window

Requests for return or exchange must be submitted through the Returns & Exchanges section on our website within 3 days of receiving your order.

2. Returns Are Issued as Store Credit

•         Luminae by Rai does not provide cash refunds, bank transfers, or refunds to the original payment method for returns.

•         Approved returns will be issued as Luminae by Rai Store Credit, which:

has no expiry date;

can be used on any future purchase on our website; and

will be issued once the returned product is received and passes quality inspection.

Where you choose to exchange a product for another available on the website and the new product is of lower value, the balance amount (after adjusting for shipping and any other applicable costs) will also be issued as Store Credit of equivalent value, redeemable anytime on our website. We are not responsible for any misuse of a Store Credit code once it has been communicated to the customer.

3. Inspection on Receipt

It is the responsibility of the buyer to inspect, upon receipt, that all products delivered match the order placed.

4. Return & Exchange Eligibility

Products are eligible for return or exchange if:

•         the request is submitted within the applicable return window;

•         the product is unused and in its original condition;

•         original tags, packaging, dust bags, thank you card, brand boxes and any other free accessory provided if any are intact; and

•         any images/documentation required during the request process have been provided.

Products that show signs of use, damage caused after delivery, missing tags, or incomplete packaging may not be eligible for return or exchange. Luminae by Rai reserves the right to determine, at its sole discretion, whether a refund or exchange is possible based on the condition of the merchandise. If we determine that an item has been worn or used, no refund or exchange will be entertained. We also reserve the right to deny a return or exchange if the product has been damaged prior to receipt at our warehouse.

5. Damaged or Defective Products

If you receive a damaged or defective product, please report the issue within 3 days of delivery through our returns/exchange process, along with clear images of the damage. Additional images or videos may be requested to verify the claim. Complaints raised after this window may not be eligible for resolution.

6. Processing Timelines

Reverse pickup will be arranged once a return/exchange request is approved. Store Credit will be issued, or a replacement product shipped, within 7–30 working days of the returned product being received and passing quality inspection, subject to courier and logistics timelines.

7. Cash-on-Delivery (COD) Orders

•         For COD orders, the packaging cannot be opened and the product cannot be used at the time of delivery with the intent of returning it on the spot.

•         The delivery executive will only hand over the package upon receipt of payment and will not be liable to take the package back once delivered.

•         Cash-handling charge of ₹150 is applicable for all COD orders within India.

 

8. Order Cancellations

Orders can be cancelled within 12 hours of placement, provided they have not already been dispatched. For prepaid orders cancelled within this period, the amount will be refunded to the original payment method within 2–4 working days. Orders that have already been dispatched cannot be cancelled.

9. Packaging Requirements

All products must be returned with their original brand box, dust bag, product tags, thankyou card and any accessories received with the order if any. Failure to return the complete package may result in rejection of the return or exchange request.

How Returns & Exchanges Work

1.       Visit the Returns & Exchanges section on our website.

2.       Enter your order details and select the item(s) you wish to return or exchange.

3.       Upload the mandatory images:

   * Front view
   * Back view
   * Product with packaging.

4.       Submit your request within 3 days of delivery.

5.       Once approved, a reverse pickup will be arranged.

6.       After the product is received and passes quality inspection, Store Credit will be issued for returns, or the replacement product will be shipped for exchanges.