At Lumivras, we want every purchase to be safe, transparent, and stress-free. If something isn’t right with your order, our Buyer Protection program ensures quick resolutions. Here’s how it works:
1. Accept Delivery (Even if There’s an Issue)
Please accept your order even if there’s visible damage or an issue. This won’t affect your eligibility to file a claim—it actually helps us start processing your request without delays.
2. Submit a Claim Within 48 Hours
Log in to your Order Center and submit your claim within 48 hours of delivery.
⚠️ Important: Sending an email does not count as filing a claim.
During this time, your payment is securely held in escrow. Once funds are released to the seller, claims can no longer be processed.
3. Upload Photos & Details
Clear, high-quality photos help us understand the problem. Please include:
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Photos of the product showing the damage or issue
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If possible, images of the packaging/box upon delivery
What Happens Next?
We work closely with both buyers and sellers to reach the best solution.
Step 1: Self-Mediation (First 5 Days)
You and the seller have 5 days to communicate and resolve the issue directly. Our support team can step in if needed.
Step 2: Expert Review (If No Agreement is Reached)
If mediation doesn’t resolve the issue, our team of product experts will review your claim. You’ll receive an initial response within 3 business days.
🚫 Do not use the product while your claim is under review.
Step 3: Cost Estimate (If Needed)
We may request a repair estimate from a local service shop to assess the issue and determine next steps.
Step 4: Final Decision (Within 14 Days)
Most claims are resolved within 14 days (complex cases may take up to 30). Depending on the findings, you may be eligible for a repair, return, or compensation.
Returns – When Can You Return an Item?
A return is eligible under Buyer Protection if:
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The product received is not the size or model ordered
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There is significant structural damage that affects safety (verified by our experts)
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The product or components are counterfeit or not from a legitimate manufacturer
Repairs & Compensation
In many cases, repairs or partial compensation are the most practical solutions.
Covered:
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Defects or damage not disclosed in the listing
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Shipping damage (must include photos of box + product upon delivery)
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Incorrect or displaced components during transit
Not Covered:
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Normal wear-and-tear parts (tires, chains, brake pads, etc.)
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Standard adjustments (brakes, shifters, suspension, etc.)
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Cosmetic scratches smaller than a credit card, unless stated as “new”
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Unauthorized repairs done without prior approval
Compensation Guidelines
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Based on fair industry-standard rates
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Cosmetic defects may be eligible for partial compensation (e.g., up to 6% of product price for unexpected scratches)
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Full repainting or replacements are only covered if the item was listed as new
Claim Conditions & Limitations
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One Claim per Order – please inspect your product carefully before filing.
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No-Use Policy – do not use the item while the claim is active.
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Buyer Protection Fee – if refunded, this fee is non-refundable but will be issued as a future-use voucher.
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In-Person Pickups Not Covered – please inspect items thoroughly before completing an in-person purchase.
Our Commitment
At Lumivras, we believe every transaction should be handled fairly, transparently, and with care. Buyer Protection is our promise to you—making your online shopping experience safe and worry-free.
📍 Lumivras Headquarters
34 Peachtree, Atlanta, GA 30309, USA
📞 +1 (404) 555-7392
✉️ support@lumivras.com