Refund policy
30-DAY HOME TRIAL
You have 30 days from the delivery date to try your Lumiglo mask at home. If it is not right for you, contact us at contact@lumiglo.us with your order number and we will arrange the return.
Refunds are issued to the original payment method. Store credit is offered as an option, never imposed.
2-YEAR WARRANTY
Your Lumiglo mask, its controller and its rechargeable battery pack are covered by a 2-year warranty from the delivery date. The warranty covers any manufacturing defect or malfunction occurring under normal use.
If a problem occurs, our customer service team arranges a free repair or replacement, return shipping included. Contact us at contact@lumiglo.us with your order number and a photo or short video of the issue.
The warranty does not cover damage caused by a drop, by liquid immersion beyond the stated water resistance, by disassembly of the device, or by use of a charger other than the one supplied.
RETURN ELIGIBILITY
To be eligible for a return under the 30-day trial, the mask must be complete, in working condition and returned with all its accessories and its original packaging. Normal signs of use during the trial period are expected and are not a reason for refusal.
Gift cards cannot be returned.
HOW TO MAKE A RETURN
- Email contact@lumiglo.us with your order number and the reason for the return.
- We reply within 24 hours with the return address and instructions.
- Ship the parcel back. Return shipping is free for a defective item and for any error on our side.
- Once the item is received and inspected, you receive a confirmation email and the refund is processed within 5 to 10 business days.
DEFECTIVE ITEM RECEIVED
If your order arrives defective, in whole or in part, email contact@lumiglo.us with proof of purchase and a photo of the item concerned, and tell us whether you would prefer a replacement or a refund. We cover all shipping costs in this case.
ORDER CANCELLATION
Most orders are processed within 24 hours. To cancel, email contact@lumiglo.us as quickly as possible. Once an order has been processed and handed to the carrier, it can no longer be cancelled, but it remains covered by the 30-day trial.
PARTIAL REFUNDS
A partial refund may be applied to an item returned incomplete, or damaged for a reason not attributable to us.
Only the final amount actually paid, after any discount, is refunded. Discount codes and gift cards used on an order cannot be reissued.
LATE OR MISSING REFUND
If your refund has been confirmed but does not appear on your account, check with your card issuer first, as posting delays are common. If nothing appears after 10 business days, contact us at contact@lumiglo.us and we will follow it up.