Returns, Refund & Warranty Policy
1. Overview
This Policy explains cancellation, returns, refunds and the product warranty, and forms part of the Terms of Sale. Your mandatory statutory Consumer rights in your Market are additional to this Policy and are not reduced by it. Where the mandatory consumer-protection law of your Market grants a longer or unconditional return right (e.g. non-conforming goods under Vietnam LBVQLNTD 2023 Article 40; Cambodia CPL 2019; Japan defective-goods provisions), that right applies in addition to this Policy and is not reduced by it.
2. Cancellation before dispatch
You may cancel an Order at no charge any time before we dispatch it by contacting [orders@lumenharu.com] with your Order number; we refund any payment for the cancelled part. Once dispatched, the return terms below apply. Quote-only and special-order Goods may not be cancellable once in production — this is stated at the time of Quotation.
3. Damaged, defective or wrong items (always accepted)
If Goods arrive damaged, defective, or not what you ordered, contact us within 72 hours of delivery with your Order number, the batch where shown, and photos. Note visible damage on the carrier's proof of delivery where possible. We will, at our option and at no cost to you, arrange collection and replacement, re-supply, or a full refund including the original delivery cost. Keep the Goods and packaging until we advise.
4. Change-of-mind returns
If you simply change your mind, you may return unused Goods in their original, unopened packaging, in resalable condition, within 10 days of delivery. For safety and quality reasons, the following cannot be returned, including for change of mind, once opened or ordered:
- Abrasive discs and welding consumables whose packaging has been opened;
- Cut-to-length, quote-only or special-order Goods.
Change-of-mind return shipping is paid by the customer; we refund the product price with no restocking fee. Goods returned used, incomplete or damaged by handling may be refused or refunded in part.
5. How to return
Contact [returns@lumenharu.com] for a Return Authorisation before sending anything back; we provide the return address and method for your Market. Unauthorised returns may be refused or delayed. Pack Goods to prevent transit damage; you are responsible for returned Goods until we receive them.
6. Refunds
Approved refunds are made to your original payment method within 7 business days of us receiving and inspecting the Goods (or, for damaged/defective/wrong items, on approval). Your bank or payment provider may add processing time. Where only part of an Order is returned, we refund the returned Goods and any delivery cost attributable to them as required by law.
7. Product warranty
We warrant that, at delivery, Goods are free from manufacturing defects and conform in material respects to their description, for the manufacturer's stated warranty period plus 12 months from delivery for latent manufacturing defects, whichever is longer. This is our only warranty and is in addition to your statutory rights. Consumable Goods (abrasive discs, electrodes) are consumed in normal use and are warranted only against defects present at delivery.
8. What the warranty does not cover
The warranty does not cover: normal wear and consumption; damage from improper selection, storage, handling, installation or use; use beyond the stated maximum operating speed or rated load; use with unsuitable or defective equipment; accidental damage after delivery; or Goods altered, repaired or combined with other products after delivery. It also does not cover a Good chosen by you as unsuitable for your application where the correct specification was available.
9. Making a warranty claim
Contact us with the Order number, batch (where shown) and evidence of the defect. We may ask you to return the Good or provide further information. If a claim is accepted we will, at our option and to the extent the law allows, replace the Good or refund its price. We may decline claims that fall within the exclusions in §8.
10. Safety-critical products
Abrasive wheels, welding consumables and lashing equipment are safety-critical. Do not use a Good you suspect is damaged, defective, out of date or previously misused — contact us instead. Statutory product-liability and consumer-protection rights in your Market always apply.
11. Market-specific rights
- Vietnam: Rights under the Law on Protection of Consumer Rights 2023 (LBVQLNTD 2023) apply in addition to this Policy, including remedies for non-conforming goods (Article 40) and access to mediation channels (Article 41). Complaint mediation channel: Cục Cạnh tranh và Bảo vệ Người tiêu dùng (Ministry of Industry and Trade) — hotline 1800.6838.
- Cambodia: Rights under the Consumer Protection Law (2019) apply. Dispute forum: Ministry of Commerce mediation, then Cambodian courts of competent jurisdiction.
- Japan: No statutory cooling-off for online (mail-order) sales. Returns are as stated in §3–§4 and on our 特商法 page: 10 days for change-of-mind, 72 hours for defect report. Consistent across doc 05 v2.
12. Contact
[returns@lumenharu.com] · LUMEN HARU, Phòng 3.03, Lầu 3, Tòa nhà St. Moritz, 1014 Phạm Văn Đồng, Phường Hiệp Bình, TP. Hồ Chí Minh · +84 938 317 839 · hours Mon–Fri 08:00–18:00 ICT (GMT+7).