Service Policy

Last updated: October 29, 2025

1. Service Overview

At Lumaboxes, we are committed to providing exceptional service for all your food container and lunchbox needs. This policy outlines our service standards, procedures, and commitments to ensure your complete satisfaction with our products and services.

2. Customer Support Services

2.1 Contact Methods

  • Email: ask@lumaboxes.com
  • Phone: +6564583347
  • Address: 79 Mei Hwan Dr, Singapore 568396

2.2 Support Hours

Our customer support team is available:

  • Monday to Friday: 9:00 AM - 7:00 PM SGT
  • Saturday: 10:00 AM - 6:00 PM SGT
  • Sunday: Closed

3. Product Repair Services

3.1 Available Services

  • Container seal replacement
  • Lid repair and replacement
  • Compartment divider repair
  • Hinge restoration
  • Clasp and lock mechanism repair
  • Surface restoration

3.2 Service Timeframes

Standard repair services typically require:

  • Assessment: 1-2 business days
  • Minor repairs: 2-3 business days
  • Major repairs: 5-7 business days
  • Custom component creation: 10-14 business days

4. Warranty Services

4.1 Standard Warranty

All new products purchased from Lumaboxes come with:

  • 30-day satisfaction guarantee
  • 90-day warranty against manufacturing defects
  • Free component replacement for missing pieces (reported within 7 days of purchase)

4.2 Extended Warranty

Optional extended warranty services include:

  • 12-month extended protection
  • Priority repair service
  • Free replacement of lost components
  • Discount on future repairs

5. Custom Services

5.1 Product Customization

  • Custom compartment configuration
  • Personalized container marking
  • Custom size solutions
  • Special coating applications
  • Specialized container accessories

5.2 Additional Services

  • Product care workshops
  • Maintenance consultations
  • Corporate customization programs
  • Bulk order management

6. Service Pricing

6.1 Assessment Fees

  • Basic assessment: Free
  • Detailed assessment: $15
  • Expert consultation: $30

6.2 Repair Costs

  • Minor repairs: $10-25
  • Major repairs: $30-80
  • Custom work: Quoted per project

7. Quality Assurance

Our commitment to quality includes:

  • Professional assessment of all repairs
  • Quality testing before return
  • Photographic documentation of repairs
  • Satisfaction guarantee on all services
  • Follow-up quality checks

8. Service Requests

8.1 How to Request Service

  1. Contact our support team via phone or email
  2. Describe the service needed
  3. Receive a preliminary assessment
  4. Schedule service appointment if needed
  5. Approve service quote

8.2 Required Information

  • Product model and type
  • Purchase date and location
  • Detailed description of issues
  • Photos of damaged components
  • Preferred service timeline

9. Service Guarantees

We stand behind our services with:

  • 30-day warranty on repairs
  • Satisfaction guarantee
  • Price match on comparable services
  • Professional workmanship
  • Genuine parts and materials

10. Updates to Service Policy

Lumaboxes reserves the right to modify this Service Policy at any time. Changes will be effective immediately upon posting to our website. Continued use of our services following any changes indicates your acceptance of the new terms.

For questions about our Service Policy, please contact our customer support team.