FREQUENTLY ASKED QUESTIONS

FREQUENTLY ASKED QUESTIONS
At www.luminasteel.com, we are committed to providing you with quality stainless steel food tongs and excellent customer service. If you encounter problems with our products or services, please follow the terms and procedures below.

1. Customer Support
   1.1 Contact Us
   If you have any questions or problems with our products or services, please feel free to contact us at the following:
   ●Email: clayforge@luminasteel.com
   Our customer service team will respond to you as soon as possible and assist in resolving your issue.
2. Frequently Asked Questions
   2.1 Order Inquiry
   If you have any questions about the status of your order, you can check it through the link in the order confirmation email or contact our customer service directly.
   2.2 Product Issues
   If the product you received is defective or damaged, please contact us within 7 days of receiving the product and provide relevant photos and description. We will provide you with a return or exchange service as appropriate.
   2.3 Returns and Exchanges
   For more information on our return and exchange policy, please refer to our Return and Exchange Terms. Please note that all returns and exchanges must be made within 30 days of receiving the product.
3. Complaints Handling
   3.1 Complaints Process
   If you are not satisfied with our products or services, please contact customer service by email, stating your complaint and relevant details. We will take your feedback seriously and respond within 5 working days after receiving your complaint.
   3.2 Complaint Investigation
   Depending on the nature of the complaint, we may require further information and evidence for investigation. We promise to deal with your complaint within a reasonable time and take appropriate measures to resolve the problem.
4. Warranty Terms
   4.1 Product Warranty
   We provide a one-year warranty service for product defects caused by material or workmanship problems. The warranty does not cover damage caused by normal wear and tear, misuse or improper use.
5. Disclaimer
   5.1 Risk of Use
   The use of our products involves certain risks. Users should assess the risks at their own risk. www.luminasteel.com is not responsible for any damage or loss caused by the use of our products.
   5.2 Applicable Law
   These terms are governed by European law. If there is a dispute, you agree to submit the dispute to the relevant authorities for handling.
6. Modification of Terms
   6.1 Update of Terms
   We reserve the right to modify the terms of this issue at any time. The modified terms will be updated on the website and will take effect immediately. Please check back regularly to learn about any changes.

If you have any questions or need further assistance, please feel free to contact us. Thank you for choosing www.luminasteel.com, we look forward to providing you with satisfactory service!