Refund policy

Return and Refund Policy

Last Updated: [November 1, 2025]

1. Returns
Due to the custom, high-value, and large-size nature of our interactive flat panels, we have a strict 14-day return policy from the date of delivery.

To be eligible for a return, the following conditions must be met:

  • You must first contact the authorized Lumevax distributor in your country for a Return Merchandise Authorization (RMA). You can find your local distributor on our official website: https://www.lumevax.com.

  • The product must be returned to the local authorized distributor's facility in your country. Returns shipped directly to our warehouse in China will not be accepted.

  • The product must be unused, in its original packaging, and in the same condition as you received it (including all accessories, manuals, and protective materials).

  • The product must not show any signs of installation, damage, or wear.

2. Important Regional Restriction
Returns are only accepted in countries where an official Lumevax distributor is established.
If your country does not have a listed authorized distributor on our website, we regret to inform you that returns are not supported for orders shipped to that location. Please verify the availability of local distributor support before placing your order.

3. Return Shipping and Associated Costs
Please be advised that you are responsible for all costs associated with returning the item to your local authorized distributor.
This includes, but is not limited to, local transportation fees, handling fees, and any applicable taxes or customs duties incurred during the return process within your country.
The exact cost will be determined and communicated to you by your local distributor. We strongly recommend that you inquire about the potential return costs with the distributor before initiating the return process.

4. Non-Returnable Items
Certain types of items cannot be returned:

  • Products in countries without an authorized Lumevax distributor.

  • Products that have been used, installed, or damaged after delivery.

  • Products not returned in their original, sealed packaging.

  • Any product not purchased directly from https://www.lumevax.com.

5. Refunds (if applicable)
Once your return is received and verified by the local distributor, we will notify you of the approval or rejection of your refund.
If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment, minus the original shipping & DDP costs and any return costs levied by the local distributor.

6. Exchanges (if applicable)
We only replace items if they are defective or damaged upon delivery. If you need to exchange a defective item, you must contact your local authorized distributor for assistance.

7. Warranty
Please refer to the separate warranty documentation included with your product for terms covering manufacturing defects. Warranty claims are also processed through our local distributors.

8. Contact Us
For all return and refund inquiries, you must first contact your local distributor. For general questions about this policy, you may contact us at:
Email: lumevax.china@lumevax.com