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Terms Of Service
LUMINAPATH TRADE LLC - Service Policy
Dear Customer:
Welcome to the LUMINAPATH TRADE LLC (Company Registration Number: 2025-001759127) cross-border e-commerce website (domain name: luminapathtrade.com). We are committed to providing you with high-quality mug products and professional cross-border shopping services. To protect your legal rights and clarify the rights and obligations of both parties, we have formulated this service policy. Please read and understand it carefully before placing an order.
1. Order Processing Policy
Order Confirmation: After you successfully submit your order and complete payment on the website, an order number will be automatically generated. We will email you an order confirmation within 1-2 business days (to the email address you provided when placing the order). This information will include order details, payment amount, and estimated delivery time. If you do not receive a confirmation email within 24 hours of payment, please contact us at [email protected] for verification.
Order Modifications and Cancellations: Before an order enters the shipping process (i.e., before a tracking number is generated), you can request to modify the delivery address, contact person, and contact information, or cancel an order through the "My Orders" page on our website. If an order has already entered the shipping process, modification or cancellation requests will not be processed. You may complete the relevant procedures in accordance with the "Return and Exchange Policy" of this policy after receiving the goods.
Order Validity and Expiration: An order becomes effective upon payment completion and our confirmation email. If payment is not completed within 24 hours of submitting an order, the system will automatically cancel the order. Product inventory will be released after the order expires.
2. Logistics and Delivery Policy
Delivery Coverage: Our cross-border delivery service covers most countries and regions worldwide. The specific delivery range is based on the delivery address selected when placing an order. If your area is not within the delivery range, the system will indicate that the order cannot be placed. You can contact [email protected] to inquire about alternative delivery solutions.
Delivery Time: Delivery time varies by country and region due to factors such as logistics methods and customs clearance. The specific delivery time estimate will be provided in the order confirmation email. Generally, standard delivery takes 20-40 business days, and expedited delivery takes 20-30 business days (expedited delivery requires an additional shipping fee, which is determined on the order checkout page).
Tracking: After your order is shipped, we will email you the tracking number and a tracking link, allowing you to track the shipment status in real time. If the shipping information remains unavailable for an extended period (more than 3 business days), or if you have any questions about the delivery progress, please contact us immediately and we will assist you in resolving the issue with the logistics company.
Customs Clearance and Taxes: Cross-border purchases may involve customs clearance and import taxes. Customs clearance policies and tax rates vary by country and region. Unless otherwise specified, product prices do not include import taxes, duties, and other fees; these are your responsibility. If you are required to provide any relevant documentation (such as a copy of your ID card, purchase receipt, etc.) during customs clearance, we will notify you by email. You must cooperate fully to ensure smooth customs clearance. If your failure to provide documentation or cooperate with customs clearance results in delays, returns, or destruction of your shipment, you will be solely responsible for any losses.
3. Return and Exchange Policy
Return and Exchange Requirements: Within 14 calendar days of receipt, you may request a return or exchange for any of the following:
Product quality issues (e.g., a broken, leaking, or peeling cup; clear photos or videos of the problem must be provided as proof);
Product not matching your order (e.g., incorrect model, color, or style; photos or videos comparing the actual product to the screenshots in your order must be provided);
Product damage during transportation due to logistics reasons (photos or videos of damaged packaging and product damage must be provided. Upon receipt, please confirm the damage and contact us for recordation). Returns and exchanges are not accepted in the following circumstances:
The product has been used, washed, or shows obvious signs of wear;
The packaging is damaged or accessories are missing (not due to logistics or our fault);
Returns and exchanges are requested for personal reasons (such as dislike, wrong size, etc., and there are no quality issues);
The return and exchange request period exceeds 14 calendar days.
Return and Exchange Process:
Application: You must submit a return or exchange request through the "My Orders" page on our website, specifying the reason for the return or exchange, and upload relevant supporting documents (photos or videos). We will review your request within 3 business days of receiving it. Upon approval, we will email you the return address, shipping requirements, and other information. If the return or exchange request is unsuccessful, we will provide the reason for the failure. Return: You must return the product to the designated address as instructed in the email within two calendar days of receiving the approval email. (Return shipping costs: If the return or exchange is due to product quality issues, wrong shipment, or other reasons at our discretion, we will cover the return shipping costs. You can provide a shipping receipt after returning the product and we will refund the shipping costs via the original payment method. If the return or exchange is due to personal reasons or logistics issues (not the responsibility of our logistics partner), you will be responsible for the return shipping costs.)
Inspection and Processing: Upon receipt of your returned product, we will inspect and accept it within three business days. If the inspection is satisfactory, we will arrange shipment within five to seven business days for an exchange request. If the request is a return, we will refund the purchase price via the original payment method within three business days. The refund amount is the actual purchase price, excluding the original shipping costs and any import taxes and fees.
4. After-Sales Support Policy
After-Sales Inquiry Response: We provide 24/7 after-sales service. You can contact us through the following channels:
Official Email: [email protected] (We will generally respond to your email within 24 hours);
Website Online Customer Service: Log in to luminapathtrade.com and click the "Online Customer Service" icon in the lower corner of the page to contact us (Business Hours: 9:00 AM - 6:00 PM Beijing Time; messages left during non-business hours will be responded to the next business day).
Product Quality Guarantee: We guarantee that all cups we sell are brand new and authentic, meeting relevant quality standards.
Complaints and Suggestions: If you have any complaints or suggestions regarding our products or services, please contact us at [email protected]. We will contact you within one business day to understand the details and provide a resolution within three business days. We take every feedback seriously and strive to continuously improve our products and services.
5. Privacy Policy
We attach great importance to your privacy. When you use our cross-border e-commerce services, we will collect, use, store, and protect your personal information (such as your name, contact information, shipping address, payment information, etc.) in strict accordance with the LUMINAPATH TRADE LLC Privacy Policy. We will not disclose your personal information to any third party (except as required by law or with your authorization). For specific privacy protection details, please refer to the separate Privacy Policy on our website.
6. Policy Updates and Interpretations
We will update this Service Policy from time to time based on changes in laws and regulations, business development needs, and other circumstances. Upon update, we will post a prominent notice on our website homepage and notify registered users by email (if you do not receive an email, please check the website for the latest policy). The updated policy will take effect from the date of posting. Your continued use of our services after the policy update constitutes your acceptance of the updated policy.
The final right of interpretation of this Service Policy belongs to LUMINAPATH TRADE LLC (Company Registration Number: 2025-001759127). If you have any questions about this policy, please contact us at [email protected].
LUMINAPATH TRADE LLC
Official Website: luminapathtrade.com
Official Email: [email protected]