Refund policy

Return, Withdrawal, and Refund Policy – MineLuma

Store Owner: MineLuma
Return Address: Carrer del Llobregat, 20, 08500 Vic (Barcelona), Spain
Customer Service Email: minelumaa@gmail.com

1) Voluntary 30-Day Return (MineLuma)

In addition to the rights granted by the laws of each country, MineLuma offers a voluntary 30-day return from the delivery date of the product.

Conditions:

  • Product must be in the same condition as received, unused, with tags and original packaging.

  • The customer bears the return costs, except in cases of our error or a defective product.

  • Return requests must be made in advance by email to minelumaa@gmail.com.

This voluntary policy is additional and does not limit your mandatory legal rights, which will always be respected according to your country.

2) Right of Withdrawal in the European Union (14 Days)

If the order is shipped to the European Union, the consumer has the right to withdraw from the contract within 14 calendar days from the receipt of the order, without giving any reason.

To exercise this right, simply notify us by email or by using the withdrawal form (see section 8).

  • The customer must return the goods within 14 days of notification.

  • Direct return costs are borne by the customer, unless otherwise stated.

  • We will refund the product price and standard outbound shipping costs within a maximum of 14 days from the notification, although we may withhold the refund until receiving the goods or proof of shipment.

3) Purchases Outside the European Union

If the customer’s country legislation establishes a return period or specific guarantees, MineLuma will comply with them.

If no specific regulation exists, our voluntary 30-day policy (section 1) will apply.

For international returns, the customer must consider possible customs duties, fees, or import taxes, which will not be refunded by MineLuma.

4) How to Initiate a Return

  • Send an email to minelumaa@gmail.com with your order number, item(s), and reason (optional in EU withdrawal).

  • We will confirm the return address and shipping instructions.

  • Send the package with a tracked shipping method and keep the receipt.

  • Returns not previously requested by email will not be accepted.

5) Product Condition and Depreciation

You may inspect the product as you would in a physical store. If misuse or use beyond simple inspection is detected, we may deduct the corresponding depreciation from the refund.

6) Damages, Defects, and Wrong Shipments

Please check your order upon receipt. If the item is defective, damaged, or incorrect, contact us immediately with photos or videos so we can resolve it (replacement, repair, parts, or refund).

In such cases, MineLuma will cover all return and reshipping costs.

7) Return Exceptions

We do not accept returns of:

  • Personalized or custom-made products.

  • Sealed hygiene or health items once unsealed.

  • Hazardous materials, flammable liquids, or gases.

  • Gift cards.

  • Clearance or special offer items, unless otherwise required by law (such as EU withdrawal).

8) Refunds

We will inform you once we have received and inspected the returned item.

If approved, the refund will be issued to the same payment method used for the purchase.

Timeframes:

  • EU (withdrawal): within 14 days of notification.

  • Rest of the world: within 14 days of receiving the return.

In case of withdrawal, standard outbound shipping costs will be refunded (not express or additional shipping).

9) Legal Guarantee

MineLuma respects the mandatory legal guarantees of each country.

In the European Union (including Spain), all products come with a minimum 3-year guarantee against manufacturing defects or lack of conformity.

In other countries, the guarantee established by local regulations will apply.