Complaints Policy
This page explains how users can submit complaints and how requests are handled in a fair and documented process.
Structured response flowHow to Submit
Send complaints to office@filterluminous.world and include your name, contact information, and order or request reference.
Acknowledgement Time
We aim to acknowledge complaints within 2 business days.
Resolution Timeline
Most cases are reviewed and resolved within 14 business days, depending on complexity and required evidence.
Escalation
If needed, complaints may be escalated internally to management review to ensure a balanced and transparent outcome.
Consumer Protection
This process does not limit statutory rights available to consumers under Belgian and applicable EU law.