About this policy

This Contact Information Policy applies to the Lumetriq Shopify online store and the customer-support channels operated by Lumetriq.

In this policy, “Lumetriq”, “we”, “our” and “us” refer to LUMETRIQ, registration number 2026 / 414761 / 07.

“Customer”, “consumer”, “you” and “your” refer to a person who visits our store, contacts us, submits an enquiry or purchases products from Lumetriq.

Registered company information

• Registered company name: LUMETRIQ
• Company registration number: 2026 / 414761 / 07
• Country of registration: Republic of South Africa
• Email address: lumetriqonline@gmail.com
• WhatsApp and contact number: 069 470 7313
• Physical business address: Available upon request
• Address for service of legal documents: Available upon request

General customer support

Customers may contact Lumetriq for assistance with:

• Product information and compatibility questions;
• Order confirmation and payment enquiries;
• Delivery estimates and courier tracking;
• Missing, incorrect or damaged deliveries;
• Return, refund, exchange and warranty requests;
• Account or website support;
• Complaints and dispute resolution;
• Privacy and personal-information requests; and
• Questions concerning Lumetriq’s policies.

Email communication

Lumetriq’s primary written customer-service email address is:

lumetriqonline@gmail.com

Email is recommended for:

• Detailed complaints;
• Return and refund requests;
• Privacy requests;
• Legal or policy enquiries;
• Supporting photographs or documents; and
• Matters where a clear written record is important.

Include your order number in the subject line where the enquiry concerns a purchase.

WhatsApp communication

Customers may contact Lumetriq through WhatsApp at:

069 470 7313

WhatsApp may be used for:

• Order-status enquiries;
• Tracking assistance;
• Product questions;
• Initial return requests;
• Reporting damaged or incorrect goods; and
• General customer support.

Important legal, privacy or dispute-related communication may be moved to email so that the matter can be handled securely and a reliable written record can be retained.

Support availability

Email and WhatsApp messages may be sent at any time.

Customer-service messages are reviewed on South African business days. Business days generally exclude Saturdays, Sundays and South African public holidays.

Lumetriq aims to acknowledge and respond to enquiries as soon as reasonably possible. Response times may vary depending on:

• The nature and complexity of the enquiry;
• Whether courier or payment-provider information is required;
• Whether a product must be inspected;
• The amount of supporting information supplied; and
• Seasonal or public-holiday demand.

Lumetriq will not use an internal response target to reduce or postpone a consumer right that must be exercised within a statutory period.

Information to include

To help us resolve your enquiry efficiently, include the information relevant to your request.

1. Your full name

   Use the name associated with the order or customer account.

2. Your order number

   Include the order reference if the enquiry concerns a purchase.

3. Your contact details

   Provide the email address or telephone number used for the order.

4. A clear description

   Explain what happened and the assistance or outcome you are requesting.

5. Supporting information

   Include photographs, videos, tracking details or relevant documents where reasonably necessary.

Order and payment enquiries

For an order or payment enquiry, please provide:

• Your order number;
• The customer name associated with the order;
• The email address or telephone number used at checkout;
• The date of the transaction;
• The payment method used; and
• A brief description of the payment issue.

Do not send complete card numbers, card PINs, online banking passwords or one-time passwords.

Lumetriq may request limited additional information where reasonably necessary to verify the customer or investigate a payment issue.

Shipping and delivery support

For delivery assistance, include:

• Your order number;
• Courier tracking number, if available;
• The delivery address used for the order;
• The latest courier tracking update; and
• A description of the delay, damage or delivery problem.

Where a parcel arrived damaged, please retain the outer packaging and provide clear photographs of:

• The courier label;
• The outer packaging;
• The internal packaging; and
• The damaged or affected product.

Shipping matters are handled in accordance with the Lumetriq Shipping Policy .

Returns, refunds and warranties

Before returning a product, contact Lumetriq by email or WhatsApp to obtain the correct return instructions.

A return request should include:

• The order number;
• The product being returned;
• The reason for the request;
• The preferred remedy where applicable;
• Photographs or video for defective or damaged goods; and
• Confirmation that the original accessories and components are available.

Returns and remedies are governed by the Lumetriq Return and Refund Policy and applicable South African consumer law.

Complaints

Lumetriq encourages customers to contact us directly so that we can investigate and attempt to resolve complaints fairly.

A complaint should include:

• Your name and order number;
• A clear description of the complaint;
• Relevant dates and communication records;
• Photographs or supporting documents where applicable; and
• The outcome you are requesting.

Complaints may be submitted to:

• Email: lumetriqonline@gmail.com
• WhatsApp: 069 470 7313

Lumetriq may request additional information where it is reasonably necessary to investigate the complaint.

Unresolved consumer complaints

If a consumer complaint cannot be resolved directly with Lumetriq, the customer may approach an appropriate ombud, regulator, tribunal, consumer-protection authority or court with jurisdiction over the matter.

Consumer complaints may, where applicable, be submitted to the National Consumer Commission.

Official complaint information is available through:

National Consumer Commission complaints

Lumetriq does not require a customer to surrender a lawful right to use an external dispute-resolution process.

Privacy and POPIA requests

Privacy-related enquiries and requests may be sent to:

lumetriqonline@gmail.com

Subject to applicable law, a person may contact Lumetriq to:

• Ask whether Lumetriq holds their personal information;
• Request access to personal information;
• Request correction of inaccurate or outdated information;
• Request deletion or destruction where legally permitted;
• Object to certain processing;
• Withdraw consent where processing depends on consent; or
• Raise a complaint about how personal information was handled.

Lumetriq may request adequate proof of identity before disclosing, changing or deleting personal information. This protects customer information against unauthorised access.

Privacy complaints

We encourage customers to contact Lumetriq first regarding a personal-information concern so that we can investigate it.

A person may also lodge a complaint with the South African Information Regulator where they believe their personal information has been processed unlawfully.

Official complaint information is available through:

Information Regulator complaints

Lumetriq will not prevent a person from contacting the Information Regulator or exercising another right available under POPIA.

Marketing opt-out requests

Customers may request to stop receiving Lumetriq promotional communication by:

• Using the unsubscribe link in a marketing email;
• Replying with a clear opt-out request where appropriate;
• Emailing lumetriqonline@gmail.com ; or
• Sending an opt-out request to 069 470 7313 .

An opt-out from promotional communication will not prevent Lumetriq from sending necessary transactional messages about an order, payment, delivery, return, refund, warranty or security issue.

Social media communication

Lumetriq may operate social-media pages for marketing, announcements and general communication.

Social-media comments and direct messages should not be used to send:

• Complete payment-card information;
• Banking passwords or one-time passwords;
• Identity documents;
• Sensitive personal information;
• Formal legal notices; or
• Detailed complaints containing private customer information.

For account-specific support, customers may be asked to continue the conversation through Lumetriq’s official email or WhatsApp channel.

Fraud and impersonation

Contact Lumetriq immediately if you receive a message that:

• Claims to represent Lumetriq from an unknown account;
• Requests your card PIN or online banking password;
• Requests an unexplained payment to a different account;
• Contains suspicious links or attachments;
• Claims you won a prize that Lumetriq did not advertise; or
• Pressures you to act immediately without allowing verification.

Formal and legal notices

Formal legal notices intended for Lumetriq may be delivered to:

• Registered company: LUMETRIQ
• Registration number: 2026 / 414761 / 07
• Email: lumetriqonline@gmail.com
• Physical address for service: Available upon request

Where a law requires delivery through a particular method, the sender remains responsible for using that legally required method.

Sending a formal notice through social media does not guarantee that the notice has been received by Lumetriq.

Electronic records

Lumetriq may retain electronic records of customer communication where reasonably necessary for:

• Processing and fulfilling orders;
• Responding to support requests;
• Managing returns, refunds and warranties;
• Investigating disputes and fraud;
• Protecting legal rights;
• Meeting accounting and record-keeping obligations; and
• Complying with applicable law.

Personal information contained in those records will be handled in accordance with Lumetriq’s Privacy Policy and applicable South African data-protection law.

Communication accessibility

Lumetriq aims to communicate in clear and understandable language.

Customers who require assistance understanding a communication or policy may contact us and request a reasonable explanation.

Where a customer cannot use one contact channel, they may use another available channel listed in this policy.

Changes to contact details

Lumetriq may update its contact information where business, operational or legal circumstances change.

Updated details will be published on this page as soon as reasonably possible.

Customers should use the latest contact information displayed on the Lumetriq website rather than details copied from an older message, advertisement or social-media post.

A change of contact details will not remove or reduce a customer right that has already arisen.

Complete company contact details

• Registered company name: LUMETRIQ
• Registration number: 2026 / 414761 / 07
• Country of registration: Republic of South Africa
• Email: lumetriqonline@gmail.com
• WhatsApp and contact number: 069 470 7313
• Physical business address: Available upon request
• Address for service of legal documents: Available upon request
• Return address: Supplied after return authorisation for security and parcel-management purposes.