Returns, Refunds & Cancellation Policy

1. Return window

Return requests may be submitted within 30 calendar days after confirmed delivery unless a product page clearly states a different lawful condition.

2. Return eligibility

• The product should include the main device and supplied accessories.
• Returned items should be reasonably clean and safely packaged.
• Proof of purchase or the order number may be required.

3. Hygiene-sensitive products

For personal-care devices, refunds may be limited where a product is contaminated, materially used beyond a reasonable inspection, missing hygiene seals, or returned in a condition that cannot safely be resold, except where consumer law requires otherwise.

4. How to start a return

Email support@lumorawellness.com with the order number, product name and return reason. Wait for authorization and the correct return-routing instructions before sending the parcel. The authorized return address is supplied with those instructions because fulfillment routing can vary by product.

5. Order cancellation

Cancellation requests should be submitted as soon as possible. If fulfillment has not started, we will try to cancel the order. Once an order has entered carrier processing, it may need to be handled as a return after delivery.

6. Damaged, defective or incorrect items

Contact support promptly after delivery and include clear photos of the item and shipping packaging. If the claim is verified, we may offer replacement, return instructions or a refund as appropriate.

7. Return shipping costs

If an item is defective, damaged in transit or sent incorrectly, Lumora will provide appropriate return instructions. For discretionary returns, the customer may be responsible for return postage unless otherwise required by law.

8. Inspection and refund timing

Once an authorized return is received, inspection normally takes up to 3 business days. Approved refunds are initiated to the original payment method, typically within 5–10 business days; the customer’s bank or card issuer may take additional time to post the credit.

9. Exchanges and partial refunds

Where stock is available, an eligible replacement may be offered instead of a refund. A partial refund may apply only where permitted by law and where returned merchandise is missing accessories or has customer-caused damage.

10. Non-returnable items and disputes

Gift cards, clearly disclosed final-sale items and opened consumables may be non-returnable except where required by law. If you believe a refund has not been processed correctly, contact support first so we can investigate the transaction and provide status documentation.