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Exchange & Return Policy

We know ordering a phone case online means you cannot touch or feel it before it arrives. That is why we keep our exchange and return process simple, fast, and fair. If something is wrong with your order, we will make it right.

Quality AssuranceTrusted by iPhone lovers across India. Every case is checked before it leaves our warehouse.

2. Quick Policy Summary

Exchange Available

Yes, for damaged, defective, or wrong items

Replacement Available

Yes, once your request is verified

Refund Available

Only in specific cases (see Refund Policy)

Reporting Time

24h for damage/wrong item, 3 days for defects

Support Available

Mon-Sat, 10 AM - 6 PM over Email & WhatsApp

3. Reporting Time Limits

Please report any issues within the specified timeframe to qualify for a free replacement:

IssueReport WithinRequired ProofResolution
Damaged product24 hours of deliveryUnboxing video and photos of product & packagingFree replacement after verification
Broken product24 hours of deliveryUnboxing video and photos showing breakageFree replacement after verification
Manufacturing defect3 days of deliveryClear photos or video showing defectFree replacement or refund if unavailable
Wrong product delivered24 hours of deliveryPhotos of item received and order slipFree replacement with correct item
Wrong iPhone model ordered24 hours of delivery (before use)Photos showing unused case in original packagingExchange allowed (see Section 6 for shipping)
Missing item48 hours of deliveryPhotos of full parcel and packagingMissing item shipped at no extra cost
Damaged product

Time Limit: 24 hours of delivery

Proof: Unboxing video and photos of product & packaging

Resolution: Free replacement after verification

Broken product

Time Limit: 24 hours of delivery

Proof: Unboxing video and photos showing breakage

Resolution: Free replacement after verification

Manufacturing defect

Time Limit: 3 days of delivery

Proof: Clear photos or video showing defect

Resolution: Free replacement or refund if unavailable

Wrong product delivered

Time Limit: 24 hours of delivery

Proof: Photos of item received and order slip

Resolution: Free replacement with correct item

Wrong iPhone model ordered

Time Limit: 24 hours of delivery (before use)

Proof: Photos showing unused case in original packaging

Resolution: Exchange allowed (see Section 6 for shipping)

Missing item

Time Limit: 48 hours of delivery

Proof: Photos of full parcel and packaging

Resolution: Missing item shipped at no extra cost

4. Eligible for Exchange or Replacement

You can request an exchange or replacement if your request falls under any of these categories:

Damaged in transit

The case arrived cracked, torn, or visibly harmed during shipping.

Manufacturing defect

Print peeling, poor fit on the phone, faulty material, or a broken clip.

Wrong product received

The design, colour, or item does not match what you ordered.

Missing item

Your parcel arrived incomplete.

Wrong iPhone model ordered

The case is still unused and sealed in its original packaging.

5. Situations Not Covered

Please Note - We Cannot Offer Exchange or Refund In These Cases:
  • The case has been used, fitted onto a phone, or shows signs of wear.
  • Original packaging, tags, or accessories are missing.
  • Damage happened after delivery, such as a drop, cut, bend, or exposure to heat or water.
  • You changed your mind after delivery, with no product issue.
  • The issue was reported after the time limits mentioned in Section 3.
  • The colour looks slightly different due to your screen's display settings.
  • The outer shipping box has a small dent that does not affect the product inside.

6. Ordered the Wrong iPhone Model?

Before Dispatch

If your order has not been packed or shipped yet, contact our support team right away with your order number. We will update your order to the correct iPhone model at no extra cost.

After Dispatch

Once shipped, we cannot change it in transit. After delivery, you can request an exchange within 24 hours if unused and sealed. Return shipping charges may apply.

💡 Not sure about your exact model? Check your settings: Settings > General > About > Model Name before placing an order.

7. Damaged Parcel on Delivery Guide

1
Check the parcel before accepting it. If heavily crushed or tampered with, mention it to the delivery agent.
2
Record an unboxing video before opening the package. This single step makes verification much faster.
3
Take clear photos of the damaged product, inner packaging, and shipping label.
4
Contact our support team within 24 hours with your order number, photos/video, and description.Contact Support
5
Our team reviews everything and confirms the next step within 24 to 48 hours.
6
Once approved, we ship a replacement or process a refund depending on your case.

8. Required Information for Verification

Have these 5 items ready before reaching out:
  • Order number (found in confirmation email or SMS)
  • Clear photos of the product from more than one angle
  • Photos of the outer box and the shipping label
  • An unboxing video (especially for damaged or wrong item claims)
  • A short note describing what went wrong
⚡ Having all five ready helps us process your replacement in under 24 hours.

9. Exchange Process Timeline

1
Request Raised

Submit request with proof within window

Day 0
2
Verification

Team reviews photos & video

24 - 48 Hours
3
Approval

Confirmation email sent upon approval

Within 48 Hours
4
Replacement Shipped

New case dispatched

2 - 3 Business Days
5
Delivered

Replacement delivered & closed

Standard Shipping

10. Refund Policy

When Refund Applies:
  • Order cancelled before shipping.
  • Item is out of stock with no replacement available.
  • Received wrong item and prefer refund over replacement.
  • Order could not be delivered due to courier issue on our end.
When Refund Does NOT Apply:
  • Changed mind after delivery with no product defect.
  • Case used or shows signs of wear.
  • Claim reported after the reporting time window.

💳 Refund Processing Timeline: Once approved, refunds are processed within 5 to 7 business days to your original payment method. For Cash on Delivery (COD) orders, refunds are sent directly to your Bank Account / UPI ID after details are confirmed.

11. Order Cancellation Policy

Before Shipping

Cancel anytime before the order is packed or shipped for a 100% full refund. Contact support with your order number.

After Shipping

Shipped orders cannot be cancelled in transit. You may refuse the parcel at delivery or request an exchange after arrival.

12. 3-Step Quality Check Process

Every LuminaKartt case undergoes rigorous inspection before dispatch:

1. Print & Material Check

Design accuracy, color vibrancy, and material finish inspected.

2. Fit & Cutout Check

Precision fit verified for camera, buttons, and ports of exact model.

3. Packaging Check

Packed in multi-layer protective boxing to survive shipping.

13. Tips Before Ordering

Double check your exact iPhone model in Settings > About.
Read product descriptions for material type and finish details.
Keep in mind colors can vary slightly based on display settings.
Save your order confirmation SMS / Email for reference.
Record a quick unboxing video when your parcel arrives.

14. Frequently Asked Questions

15. Still Have Questions?

Keep your order number ready so our support team can assist you immediately.

support@luminakartt.com +91 98765 43210 Mon-Sat, 10 AM - 6 PM
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