I. General Terms & Conditions

This website is operated by LUMINIX INTERNATIONAL COMPANY LIMITED (short name is LUMINIX). Throughout the site, the terms “we”, “us” and “our” refer to LUMINIX. LUMINIX offers this website, including all information, tools, and services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies, and notices stated here.​

Any new features or tools that are added to the current store will also be subject to the Terms of Service. You can review the most current version of the Terms of Service at any time on this page. We reserve the right to update, change, or replace any part of these Terms of Service by posting updates and/or changes to our website. It is your responsibility to check this page periodically for changes. Your continued use of or access to the website following the posting of any changes constitutes acceptance of those changes.​

II. Quality Policy

• Mission and quality commitment

Our mission is to provide safe and effective beauty care products and services that contribute to enhancing the quality of everyday life for consumers in Vietnam. We are committed to fostering science‑based and responsible beauty routines through compliant products, transparent information, and dedicated customer service. Customer satisfaction and trust are regarded as the principal criteria for assessing all of our business activities.

• Customer engagement and responsiveness

We attaches great importance to receiving and addressing all opinions, feedback, and suggestions from customers through various channels (including in‑person consultation, hotline, social media, and distribution partners). Customer feedback is duly reviewed and incorporated into the continuous improvement of products, packaging, user instructions, and after‑sales services. We also ensures that information on ingredients, benefits, directions for use, and safety warnings is provided in a clear, accurate, and accessible manner to enable customers to use products correctly and effectively.

• Safety, performance, and compliance with cosmetic standards

LUMINIX consistently upholds stringent safety and performance requirements for each product line, in full compliance with applicable laws of Vietnam and sector‑specific regulations governing cosmetic products. Raw materials are selected in accordance with defined quality criteria, with clear and verifiable origins, and are subject to strict control throughout research and development, testing, and market circulation, in line with CGMP–ASEAN and the cosmetic management framework in Vietnam. We continuously refines product formulations and performance in order to meet the evolving expectations of domestic consumers.

• Environmental and social responsibility

We seek to minimize environmental impact across the entire value chain, from the selection of packaging and raw materials to distribution processes and product recall activities. Environmentally preferable packaging solutions are prioritized to the extent feasible, and packing and logistics are optimized with a view to reducing waste. We pursues sustainable development by aligning business objectives with social responsibility and, together with consumers and partners, contributing to a safe and healthy living environment.

• Compliance with laws and internal regulations

We are committed to full compliance with Vietnamese legislation on cosmetic business activities, product safety, advertising, labeling, testing, and circulation, as well as with relevant international commitments to which Vietnam is a party. In parallel, LUMINIX establishes and implements internal policies and procedures on quality management, supplier control, record retention, and complaint handling, thereby ensuring that all operations are conducted in a transparent, standardized, and traceable manner.

• Continuous innovation and enhanced customer experience

Through ongoing assessment of beauty trends in Vietnam and worldwide, We continuously develops product lines with high practical value that are tailored to Vietnamese skin characteristics, usage habits, and spending patterns. We endeavors to deliver customer experiences that exceed expectations in terms of product efficacy, sensory attributes, professional consultation, and after‑sales support, thereby fostering long‑term and trust‑based relationships between LUMINIX, its partners, and consumers.

III. Delivery Policy

What if there is a problem with my delivery?

• Customers are responsible for all costs involved in re-shipping goods when a submitted address is incorrect or incomplete, or if the delivery was unable to be completed due to the customer’s absence. 
• If your order is being returned due to insufficient address, you will need to e-mail us an updated address. Once your package arrives back to us, we will reach out to the customer for an additional reshipment fee. If a refund is requested please note that the original shipping fees are non-refundable and a refund for the merchandise is only issued once the packages is returned to our facility.  Please ensure you enter the correct shipping address. Please note we have no control over packages that are delivered to incorrectly entered delivery addresses and we cannot be held responsible for them.
• For any problems related to the delivery of your order, please contact our CS representative directly.

Intercept delivery

• Any delivery address changes including adding a suit#, apt# or company name that you may request after we ship out your package, there will be bear service fee charged. With this service fee, we will contact ESP to reroute your package to any new location or have it sent back to us even if it’s still in transit. To avoid this charge, please review your delivery address carefully before confirm to request the delivery of your order.

Delivery to customer’s third party transport services

• We support to deliver shipments to 3rd transport services appointed by customers within radius of 10km from our warehouse in Hanoi/ Hochiminh city.

ESP Access Point

• ESP may redirect your packages to a nearby Access Point if you are not home at the time of delivery. Please note we do not have an option of opting in or out of having their customers’ pacakges delivered to an access point. We are all opted in automatically and we can’t request to not have packages sent to an access point. Once package is delivered to an access point, we are unable to have the package redelivered via ESP. The package must be collected at the access point by the customer.
• We will not be able to issue a refund for a package that is delivered and confirmed picked up at an access point. Please call ESP directly to resolve any issue related to Access Point deliveries.

What if I need to return or exchange an item I’ve ordered?

• For orders placed via e‑commerce platforms, LUMINIX complies with the return and exchange policies of the respective platforms.

• For other direct purchasing channels, please contact your LUMINIX sales representative directly for return or exchange support.