Returns and Exchanges

Page: /en/returns · Version of 19.08.2026

Language notice. Reference English translation. The legally binding text is the Ukrainian version at /ua/povernennya. In case of discrepancy, the Ukrainian version prevails.

This document forms an integral part of the Public Offer Agreement and explains how to exercise the rights granted by the Law of Ukraine "On Consumer Protection" No. 1023-XII of 12 May 1991.

At a glance

We refund within 7 business days of receiving the product back (statutory maximum: 30 days from your withdrawal notice).

1. Right of withdrawal within 14 days

1.1. Because you buy at a distance, you may withdraw from the contract within 14 calendar days of receiving the product, without giving reasons (Article 13(4) of the Law of Ukraine "On Consumer Protection").

1.2. The period runs from the day after you or a person authorised by you actually received the product.

1.3. If we failed to provide the information required by law, the withdrawal period is 90 days from receipt. If the information is provided within those 90 days, the period is reduced to 14 days from the date it was provided.

1.4. To withdraw, it is enough to send us a notice before the deadline expires (see Section 4 and the template at the end). The date the notice is sent is the date the right is exercised.

2. Conditions for accepting a return

The product is accepted back provided that, cumulatively:

• 2.1. it has not been used — the mat has not been drawn on, the markers have not been filled with water, the stamps, roller and stencils have not been used;
• 2.2. its appearance and consumer properties are preserved;
• 2.3. the set is complete: mat, 4 markers, 8 geometric shapes, 3 stamps, roller, 4 stencils, storage bag, gift box;
• 2.4. the original packaging, seals and labels (if any) are preserved;
• 2.5. proof of purchase is available: fiscal receipt, order confirmation e-mail or carrier waybill number.

2.6. Minor damage to the outer shipping packaging caused in transit, which does not affect the product, is not a ground for refusing a return.

2.7. The LuminoLab set is not on the list of goods of proper quality that cannot be exchanged or returned, approved by Resolution of the Cabinet of Ministers of Ukraine No. 172 of 19 March 1994. We do not restrict the right of return by reference to that list.

3. Defective products

3.1. If the product is defective, you may choose to demand (Article 8 of the Law of Ukraine "On Consumer Protection"):

• a proportionate price reduction;
• free repair within a reasonable time;
• reimbursement of the cost of repair;
• replacement with the same product of proper quality;
• termination of the contract and a full refund.

3.2. Where a defective product is returned, all delivery and return shipping costs are borne by the Seller.

3.3. The Seller may inspect the product. The inspection takes no more than 14 calendar days from receipt. We notify you of the outcome in writing (by e-mail).

3.4. If the inspection establishes that the defect arose from misuse, improper storage or the acts of third parties, the product is returned to the Buyer at the Buyer's cost.

4. How to return

Step 1. Send a notice to info@lumino-lab.com with the subject "Return". State: order number and purchase date; your name and phone number; the reason (for defects — a description and, if possible, photographs); the remedy you choose (refund / replacement / repair); and your bank details (IBAN) or preferred refund method.

Step 2. Wait for our confirmation (within 2 business days). We will give you the address or branch to ship the product to.

Step 3. Ship the product via the carrier. Keep the waybill number and send it to us.

Step 4. Once we receive the product we check the conditions in Section 2 and issue the refund.

5. Refund timing and method

5.1. We refund within 7 business days of actually receiving the returned product, and in any event no later than 30 days from your withdrawal notice (Article 13(6) of the Law of Ukraine "On Consumer Protection").

5.2. Refunds are made by the same method as the original payment:

• card payment on the Site — back to the same card via the payment service (crediting may take up to 5 banking days depending on your issuing bank);
• cash on delivery — bank transfer to the IBAN you provide.

5.3. Payment system and carrier fees withheld on the original payment are not refundable, except where the product was defective.

5.4. The outbound delivery cost is not refunded where you withdraw without cause (clause 1.1), because the delivery service was actually rendered. Where the product was defective, delivery costs are refunded in full.

5.5. For card payments we issue a fiscal refund receipt.

6. Damaged parcels

6.1. Check the integrity of the packaging and the completeness of the set before signing the carrier's documents, in the presence of their representative.

6.2. If the packaging is damaged or the contents do not match the order, insist on a report being drawn up with the carrier's representative and do not accept the parcel without it.

6.3. Photograph the packaging and contents. Send the photographs and the report to info@lumino-lab.com — we will resolve the matter without involving you in the dispute with the carrier.

6.4. Claims of mechanical damage or missing items made after collection without such a report are considered on a case-by-case basis.

7. Complaints

7.1. We review enquiries and reply within 14 calendar days.

7.2. If you disagree with our decision you may contact the State Service of Ukraine on Food Safety and Consumer Protection (https://dpss.gov.ua) or bring court proceedings at your place of residence. Consumers are exempt from court fees in consumer protection claims.

Withdrawal notice template

To: Individual Entrepreneur Artem Serhiiovych Hryhoriev 55/39 Vasylkivska Street, Kyiv, 03127, Ukraine E-mail: info@lumino-lab.com

From: ______________________ (full name) Phone: ______________ E-mail: ______________

NOTICE OF WITHDRAWAL FROM A DISTANCE CONTRACT

I hereby give notice that I withdraw from the contract of sale of the "LuminoLab Water Drawing Mat Set", concluded at a distance through lumino-lab.com.

Order number: ______________ Order date: ______________ Date the product was received: ______________ Amount paid: ______________ UAH

Reason (optional): ____________________________

Please refund to: Beneficiary: ______________________ IBAN: ____________________________ (or: to the payment card used for the purchase)

I confirm that the product has not been used and that its appearance, consumer properties, completeness and packaging are preserved.

Date: __________ Signature: __________

This notice may be sent electronically (scan, photograph or as the body of an e-mail) to info@lumino-lab.com.