LUMINARKAV • STORE POLICY
Last updated: 13 October 2026
We sell professional audio-visual equipment and musical instruments, many of which are sensitive to handling, configured by the user, or supplied in sealed packaging. Please read this policy carefully before ordering. If you are unsure whether a product is right for you, call us before you buy — we are happy to help.
1. Order cancellation
- Before dispatch: you may cancel your order by contacting us with your order number. A full refund will be issued to the original payment method.
- After dispatch: the order can no longer be cancelled. You may refuse delivery or request a return under Section 3; the conditions and deductions in Section 3 will apply.
- Special-order items (products ordered from the brand specifically for you, marked as such on the product page or confirmed with you) cannot be cancelled once we have placed the order with the brand.
- We may cancel an order for reasons described in our Terms & Conditions (e.g. stock unavailability, pricing error, payment verification failure). In such cases you will receive a full refund.
2. Damaged, defective or wrong product received
If your product arrives physically damaged in transit, is dead on arrival (does not power on or function at first use), or is not the product you ordered:
- Inform us within 48 hours of delivery with your order number, clear photos, a short video showing the issue, and the unboxing video (see our Shipping & Delivery Policy).
- Keep all original packaging, accessories, manuals and freebies. Do not attempt repairs.
- After verification (which may include inspection by us or the brand's authorised service centre), we will arrange a repair or replacement of the same product. If a replacement is not available, we will issue a refund.
- Freight for sending the product back to us and for re-dispatching the repaired or replacement product is borne by the customer. Exception: if we shipped the wrong product by mistake, we will bear the freight both ways.
- Missing accessories must also be reported within 48 hours with the unboxing video. Later claims cannot be honoured.
Defects that appear after first use are covered under our Warranty Policy.
3. Change-of-mind returns (7 days)
We accept returns for reasons other than damage or defect only under all of the following conditions:
- The return request is raised within 7 days of delivery and approved by us before the product is sent back. Unauthorised returns will not be accepted.
- The product is unused, unopened and in its original sealed packaging, with all accessories, manuals, warranty card, freebies, barcode and serial-number labels intact.
- The product is not in the non-returnable list below.
- You ship the product back to our Nagpur address at your own cost (freight is borne by the customer), securely packed and insured. We are not responsible for products lost or damaged on the way back to us.
- A restocking fee of 15% of the product price will be deducted from the refund. Original freight charges and payment gateway charges are also non-refundable.
If, on inspection, the returned product is found used, opened, scratched, incomplete or damaged, we may reject the return and send it back to you at your cost, or deduct further charges to cover the loss in value.
4. Non-returnable products
The following cannot be returned for change of mind (damage, defect or wrong-product claims under Section 2 still apply):
- Any product whose seal or original packaging has been opened, or that has been used, installed, mounted or registered
- Microphones, in-ear monitors, earphones, headphones and other personal-hygiene items once opened
- Software, plug-ins, licences, firmware upgrades and digital downloads
- Consumables and accessories: cables, connectors, strings, drumheads, drumsticks, reeds, batteries, lamps, bulbs and similar items
- Special-order, imported-on-request, customised or configured products, and products supplied against a project quotation or tender
- Open-box, demo, display, clearance and discounted/sale items
- Products damaged by improper use, incorrect power supply or voltage fluctuation, liquid, impact, or unauthorised repair
- Gift cards and vouchers
5. Refunds
- Refunds are processed only after the returned product reaches us and passes inspection (or, for cancellations before dispatch, after cancellation is confirmed).
- Approved refunds are issued to the original payment method within 7–10 business days. The time for the amount to reflect in your account depends on your bank or payment provider.
- For orders paid by bank transfer, the refund will be made by NEFT/IMPS only to a bank account in the name of the buyer shown on the invoice.
- We do not offer cash refunds. Where applicable, a GST credit note will be issued against the original invoice.
6. How to raise a request
- Call or WhatsApp +91 81494 86880, or email aditya.luminark@gmail.com, with your order number and reason.
- Share the photos / videos requested.
- Wait for our approval and return instructions before sending anything back.
Return address (only after approval): LuminarkAV, Shop No. 101, Abhinav Arcade, Plot No. 1, South Ambazari Road, Bajaj Nagar, Nagpur 440010, Maharashtra, India.
This policy does not affect your statutory rights under the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020.