Refund policy

At ZAXPA, we want you to love your Lumina Pro. We put a lot of care into making sure every order reaches you in perfect condition. That said, we understand that sometimes things do not go as planned, and we want to be honest and clear about how we handle those situations.

Please read this policy carefully before placing your order.

ALL SALES ARE FINAL

Because Lumina Pro is a personal care and wellness device, we do not accept returns or offer refunds once an order has been placed and dispatched. This is standard practice for hygiene-sensitive products.

We know that might sound strict, but here is why we do it. Once a device has been shipped and potentially used on someone's scalp, we cannot resell it to another customer. It would not be fair to them, and it would not be fair to you either if the same happened to your order.

So please read the product description carefully, look through all the images, and feel free to reach out to us before buying if you have any questions at all.

WHEN WE WILL HELP YOU

Even though we do not accept general returns, there are specific situations where we will absolutely step in and make things right for you.

Damaged Item
If your Lumina Pro arrives physically damaged, cracked, broken, or crushed then that is on us. Contact us within 48 hours of receiving your order. Send us your order number and clear photos of the damage. We will either send you a replacement or offer you a full refund. No arguments, no questions, just a straightforward resolution.

Defective Device
If your device is not working as it should i.e buttons not responding, lights not turning on, charging not working then contact us within 7 days of delivery. We will ask you to send a short video showing the issue. Once we confirm the defect, we will send you a replacement unit at no cost.

Wrong Item Received
If we sent you the wrong product or wrong colour and it does not match your order, contact us within 48 hours. We will arrange for the correct item to be sent to you immediately.

Missing Item
If something is missing from your package, for example the charging cable or the dust cover, contact us within 48 hours with a photo of what you received. We will ship the missing item to you right away.

HOW TO CONTACT US

If any of the above situations apply to you, here is exactly what to do.

Send an email to hello@zaxpa.in with the subject line: Order Issue — [Your Order Number]

In the email please include:
Your full name
Your order number
A clear description of the problem
Photos or a short video showing the issue

We personally read every email and will get back to you within 24 to 48 hours. We are a small team that genuinely cares, so you will always be speaking to a real person.

You can also reach us on Instagram at @zaxpa. We respond to DMs too.

WHAT HAPPENS AFTER YOU CONTACT US

Once we receive your message and review your case, here is what happens next.

If your claim is approved, we will either send you a replacement device or process a refund to your original payment method. Refunds typically appear within 5 to 7 business days depending on your bank.

If we need more information, we will reply to your email asking for it. Please respond as quickly as you can so we can resolve things faster.

We aim to close every issue within 3 to 5 business days of receiving all the required information from you.

SITUATIONS WE CANNOT HELP WITH

We want to be honest about what falls outside our policy so there are no surprises.

We cannot accept returns or offer refunds if you simply changed your mind after ordering.

We cannot help if you ordered the wrong colour and want to swap it. Please choose carefully before placing your order. If you are unsure, message us first and we will help you decide.

We cannot process claims if you contact us after 7 days of receiving your order for defective items, or after 48 hours for damaged or missing items.

We cannot help if the damage was caused after delivery due to misuse, dropping, or water damage beyond the IPX7 rating.

A NOTE ABOUT DELIVERY TIMES

Lumina Pro ships from our warehouse and typically arrives within 7 to 15 business days across India. Please do not raise a return or refund request simply because your order has not arrived yet within this window.

If your order has not arrived after 20 business days, contact us at hello@zaxpa.in and we will investigate with the courier immediately.

OUR PROMISE TO YOU

We started ZAXPA because we believe everyone deserves access to premium hair care without paying clinic prices. We are not a faceless corporation. We are a small team that genuinely wants every customer to have a great experience.

If something goes wrong with your order, we will do our best to make it right. Just reach out to us directly and we will take care of you.

Thank you for trusting ZAXPA.

hello@zaxpa.in
@zaxpa on Instagram