Refund Policies

LUMINA is an auction marketplace where items are sold through competitive bidding. Because winning bids create a binding purchase commitment, our return policy is built to protect buyers from misrepresented or damaged items while protecting sellers from casual "buyer's remorse" cancellations — consistent with standard auction-industry practice.

This policy governs all returns, refunds, and disputes for items purchased through LUMINA auctions, and works alongside our Escrow & Payment Protection framework.

2.1 Eligible for return

A buyer may request a return within 48 hours of delivery confirmation if:

• The item does not match the listing description (wrong item, missing parts, undisclosed defects)
• The item arrived damaged or faulty
• The item is materially different from the photos/condition stated by the seller
• The seller misrepresented authenticity (for collectibles, art, or branded goods)

2.2 Not eligible for return

• Change of mind after winning a bid — auction wins are binding commitments
• Items marked "Final Sale" / "As-Is" at the time of listing (must be clearly disclosed by the seller pre-bid)
• Minor cosmetic variations reasonably expected from the listing photos/description
• Items where the buyer failed to inspect within the return window and no defect was reported

Because LUMINA holds winning-bid funds in escrow until delivery is confirmed, returns are processed through the escrow layer rather than a direct buyer–seller refund:

• Buyer opens a return request within 48 hours of delivery, selecting a reason and providing photo/video evidence.
• Escrow funds remain held — the seller is not paid out while a return request is open.
• Seller has 3 business days to respond: accept the return, propose a partial refund, or dispute the claim.
• If accepted: buyer ships the item back using a LUMINA-generated tracked return label; refund (minus original shipping, if applicable) is released from escrow once the seller confirms receipt or 5 days pass without objection.
• If disputed: the case escalates to LUMINA Resolution (see Section 5).

• Item not as described / damaged / faulty — Seller
• Authenticity dispute confirmed against seller — Seller
• Buyer changed mind (only if seller's listing allows it) — Buyer

Sellers may optionally offer "free returns" as a listing feature to increase bidder confidence.

If the buyer and seller cannot agree, either party can ask LUMINA Resolution to step in:

• Available if the seller doesn't respond within 3 business days
• Available if the seller accepted the return but hasn't provided a shipping label or refund
• Available if the item was returned but escrow hasn't released/refunded within the agreed window

Process:

• Either party opens a case with evidence (photos, listing screenshots, messages, tracking).
• LUMINA Resolution reviews within 48 hours (may take longer for complex/high-value items).
• Decision is binding on escrow release — funds are refunded to the buyer or released to the seller accordingly.
• Either party may appeal with new evidence within 14 calendar days of the decision.
• Cases with no activity for 10 days are auto-closed in the current escrow status.

Refunds are issued to the original payment method used to fund the bid.

Once released from escrow, refunds typically post within 3–5 business days.

Refunds only reflect winning bid amount + tax (where applicable); original shipping is refunded only when the return reason is seller-caused.

Buyers must return items in the condition received. LUMINA (or the seller, if undisputed) may deduct from the refund if the item is returned:

• Used or altered beyond inspection
• Missing original parts/accessories included in the listing
• Damaged during return transit due to inadequate packaging by the buyer

LUMINA monitors for abuse of the returns process, including:

• Repeated "not as described" claims with no supporting evidence
• Returning a different or substituted item
• Chargebacks filed while a LUMINA Resolution case is already open

Accounts found to misuse returns may face bidding restrictions, forced pre-payment holds, or suspension, per LUMINA's Buyer & Seller Conduct Policy.

High-value / authenticated items (art, luxury goods, collectibles): may require third-party authentication before a return is approved; authentication fees are borne by the losing party in a confirmed dispute.

Live auction lots: same 48-hour window applies from delivery, not from auction close.

Local pickup items: buyer must inspect at pickup; return eligibility for "not as described" claims is limited to defects not reasonably visible at pickup.

This policy is intended to sit alongside LUMINA's Fee Framework and Escrow & Payment Protection documentation. Recommend legal review before external/shareholder distribution.