Return and refund policy

We have a 30-day return policy, which means you have 30 days from the date you receive your item to request a return.

Return eligibility

To be eligible for a return, your item must meet the following conditions:

•         Neat and clean

•         In its original packaging with all accessories, components, and tags included

•         Undamaged with no physical damage caused after delivery

•         Unused and in the same condition as received

•         Accompanied by your order number or proof of purchase

How to start a return

To start a return, contact us at support@getlumana.com. Once your return is accepted, we will send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Return shipping costs are the responsibility of the customer for all change-of-mind returns. If you require assistance arranging a return shipment, contact our support team, and we will help coordinate the most suitable option for your location.

Our return policy covers defective, damaged, and incorrect items. For all other return requests, please contact us at support@getlumana.com, and we will do our best to accommodate your request.

Damages and incorrect items

Please inspect your order upon receipt and contact us immediately if your item is defective, damaged, or incorrect. To be eligible for a full resolution, you must provide photo or video proof of the damage or issue at the time of your claim. If your claim is verified, Lumana will cover all return shipping costs, no restocking fee will apply, and in many cases, you will not be required to return the item at all. We will make it right.

Exceptions

Certain items are not eligible for return under any circumstances, including:

•         Hygiene-related consumables like eye masks

•         Gift cards

The following situations are not eligible for a refund or return:

•         Incorrect item or SKU ordered by the customer

•         Incorrect shipping address provided by the customer at checkout

•         Packages delayed, seized, or refused due to customs non-compliance by the recipient

Exchanges

The fastest way to get the right product is to return your current item and, once the return is accepted, place a new order separately. Contact us at support@getlumana.com and we will guide you through the process.

Chargebacks

We resolve every issue directly and fairly. If you have a concern, please reach out to us at support@getlumana.com before contacting your bank or card provider. Customers who file a chargeback before contacting us will no longer be eligible for a refund under this return policy. We are here to find a resolution quickly; escalation is rarely necessary.

Refunds

Once we receive and inspect your return, we will notify you of the approval status. If approved, your refund will be issued to your original payment method within 10 business days, minus any applicable restocking fees (see below). Please note that your bank or card provider may require additional processing time on their end.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at support@getlumana.com.

Restocking fees

All eligible change-of-mind returns are subject to a restocking fee of 10% deducted from your refund total. No restocking fee applies to verified defective or incorrect item returns.

Return shipping costs are the responsibility of the customer for all change-of-mind returns.

For any questions about your return or refund, reach out to us anytime at support@getlumana.com. We are committed to making your Lumana experience a positive one.