1. Return Policy

Return Policy

We want you to be entirely happy with your purchase from us. If you’re not satisfied with your order, you may return certain unopened and unused products within 30 days of your receipt of the product for a refund of your purchase price excluding shipping and handling charges. Please contact our customer service to facilitate a return: https://www.lumene.com/us/contactus. Customer Service will provide return instructions as well as a product return form.

The purchase price will be refunded to the payment method used when you made your purchase. Refunds will be processed within 30 days after we receive the returned product. The following products cannot be returned:

  • Products where the factory seal has been broken
  • Used products
  • Items purchased from other retailers or resellers and not directly from Lumene.com are not eligible for return or refund.
  • In case the product received by you is broken or defective, please refer to section " Damaged Shipments" below.

Damaged Shipments

When your order arrives, please inspect the carton for any damage that may have occurred during shipment. In case the package has been damaged during the transportation by the transport company, please report the damage immediately at the point of collection.

In order to process claims, Lumene requires that the customer who received the delivery return all damaged products at our direction, and we may make the arrangements for the delivery company to pick up the damaged items; however, we require that you fill out any required forms that the delivery company provides in order to complete your refund.

Please understand that if you do not return the damaged products, then Lumene cannot provide you with the refund. Customers need to file a claim for damaged goods within 10 days of receipt of order. You may initiate a claim by emailing us at hei@lumene.com and including the following information:

  • Order Number
  • Tracking Number
  • Description of damage
  • Your name
  • Your full mailing address
  • Your phone numbers (office, home, mobile)
  • Your email address