Shipping & Returns

Last updated: 27 May 2026

1. Shipping Coverage

LumaVet ships within Thailand and across Southeast Asia. Domestic Thailand orders are dispatched from our Bangkok warehouse via Kerry Express, Flash Express or Thailand Post (TH-EMS) depending on size and destination. Large equipment is shipped freight with partner carriers and includes on-site installation in major Thai metropolitan areas.

2. Delivery Times

Bangkok metropolitan area: 1–2 business days
Provincial Thailand: 2–5 business days
Southeast Asia (Malaysia, Singapore, Vietnam, Cambodia, Laos, Myanmar, Indonesia, Philippines): 5–10 business days. Please contact us for a freight quotation before ordering large equipment.
Imaging / surgical / laboratory systems: 3–6 weeks for stocked items, longer for made-to-order configurations. Exact lead time is confirmed at order acceptance.

3. Shipping Charges & Duties

Domestic Thailand shipping fees are calculated at checkout based on weight and destination. International orders within Southeast Asia are quoted manually. Import duties, VAT and customs handling outside Thailand are the responsibility of the buyer.

4. Returns Window

You may return eligible items within 14 calendar days of delivery, provided the item is unused, in its original sealed packaging, and accompanied by proof of purchase. The buyer is responsible for return shipping cost unless the item arrived damaged, defective, or was shipped in error.

5. Items That Cannot Be Returned

Consistent with veterinary medical industry practice, the following items are not eligible for return once dispatched:

Opened single-use consumables (needles, surgical packs, gloves, gauze, syringes, suture)
Cold-chain products, prescription drugs, biologics, vaccines and laboratory reagents
Equipment that has been customised, calibrated, or configured to your facility’s parameters (e.g., DR systems integrated with your PACS/RIS, calibrated chemistry analysers)
Software licences, activation keys, and downloadable products
Items damaged after delivery due to misuse, improper installation, or unauthorised modification

6. How to Return

Email service@lumavet.com within 14 days of delivery with your order number, the item to be returned, and the reason.
We reply within 2 business days with return authorisation and instructions.
Ship the item back at your cost, fully insured, in original packaging.
Once inspected (typically 3–5 business days), an approved refund is processed to your original payment method within 7–14 business days.

7. Warranty

Hardware equipment: 1-year manufacturer warranty from delivery date, covering defects in materials and workmanship under normal use.
Consumables: no warranty (sold as-is).
Software: 6 months of bug-fix support from activation.

Warranty service is provided by LumaVet’s authorised technicians in Thailand. Out-of-warranty service is available on a chargeable basis. Specific products may carry extended warranties as noted on the product detail page.

8. Damaged or Wrong Items

If your order arrives damaged or you received the wrong item, contact service@lumavet.com within 48 hours of delivery with photos. We will arrange a free replacement or full refund including return shipping at our expense.

Contact

LUMAVET INNOVATION CO., LTD.
Phone: 093-498-7073
Sales: sales@lumavet.com · After-sales: service@lumavet.com