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Subscription Policy & ReturnsUpdated 22 days ago

Any changes to current subscriptions must be made within one (1) business day prior to the upcoming billing date shown on the "My Account" page. Any changes that are not made at least one business day prior to the upcoming billing date will not be effective until the following billing period.

Once an order has been submitted into our system, depending on the timing, we cannot guarantee that we can cancel or make changes to it. Please double-check the items in your cart and verify the accuracy of your billing and shipping information before confirming your order. We do not refund or replace orders that have been shipped to an incorrect or invalid address. 

Our return policy for subscription orders is the same as our policy for one-time purchases.


RETURN POLICY

We allow customers to return their Lume products within 60 days of purchase for a refund to the original payment method only. 

To submit a return request, please visit our Returns Center. Once your request is approved, you will receive a prepaid return label via email.

To submit a return request, you’ll need the following information:
Order Number - Your Order Number can be found in your order confirmation email and starts with an S.
Email Address - You’ll need to provide the email that was used to place your Lume order.

All returns must be approved and processed with our company-issued return shipping label to ensure proper tracking and processing of the return. If a customer does not use our company-issued return label and return procedure, their return will not be processed and a refund will not be issued.

You can expect your return to be processed within 5 business days of our returns department receiving it. We monitor all returns and reserve the right to refuse service to anyone who may misuse or abuse the policy.



ADDITIONAL CONSIDERATIONS

  • Once an order has been submitted into our system, we cannot cancel or make changes to it. Please double-check the items in your cart and verify the accuracy of your billing and shipping information before confirming your order. We do not refund or replace orders that have been shipped to an incorrect or invalid address.

  • If your tracking number indicates that your order has been delivered to the address provided and you have not received your order, please contact your mail carrier to file a claim.

  • If you live in an apartment with a common mailroom, please consider shipping your package to an alternate address to minimize the risk of theft. We do not reship orders that have been tracked and delivered to the provided address.

  • Orders shipped to Canada will be charged a flat shipping fee which covers duties, fees, and taxes. Once your package reaches customs in Canada, it is handled by Canada Post.

  • We do not offer exchanges.

  • Refunds do not include the original shipping cost (if applicable).

  • Refunds will only be issued back to the payment method used at the time of purchase.

  • For orders that include a bundle, you will be refunded the discounted purchase price of the items that are eligible for return.

  • International orders do not qualify for a return/refund.

  • If your order was placed through Amazon or another retailer, you will need to contact them directly to inquire about their return/refund procedure.

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