Refund Policy
Your Satisfaction Is Our Priority
At Lume, we stand behind the quality of our products. If you're not completely satisfied with your purchase, we're here to make it right.
90-Day Money-Back Guarantee
We offer a 90-day, hassle-free money-back guarantee on all purchases. If you're not happy with your Lume® Flame Diffuser for any reason, you can return it within 90 days of delivery for a full refund—no questions asked.
How to Request a Refund
- Contact Us: Email support@lumestore.co with your order number and reason for return.
- Return Authorization: We'll provide you with return instructions and a return authorization number.
- Ship It Back: Pack the item securely in its original packaging (if possible) and ship it to the address provided.
- Get Your Refund: Once we receive and inspect your return, we'll process your refund within 3-5 business days.
Refund Method
Refunds will be issued to your original payment method. Please allow 7-10 business days for the refund to appear in your account, depending on your bank or card provider.
Return Shipping Costs
- Defective or Damaged Items: We'll cover return shipping costs. Contact us immediately and we'll arrange a prepaid return label.
- Change of Mind: Customer is responsible for return shipping costs.
Condition of Returns
To qualify for a refund, items must be:
- Returned within 90 days of delivery
- In good condition with all original accessories included
- Clean and free from damage caused by misuse
Non-Refundable Items
The following items are not eligible for refund:
- Items damaged due to misuse or failure to follow care instructions
- Items returned after 90 days from delivery date
Exchanges
We currently do not offer direct exchanges. If you'd like a replacement, please return your item for a refund and place a new order.
Damaged or Defective Items
If your item arrives damaged or defective, please contact us at support@lumestore.co within 7 days of delivery with photos of the damage. We'll arrange a replacement or full refund at no cost to you.
Order Cancellations
- Before Shipping: Orders can be cancelled free of charge before they ship. Contact us immediately at support@lumestore.co.
- After Shipping: Once shipped, orders cannot be cancelled, but you can return them under our 90-day guarantee.
Processing Time
Refunds are processed within 3-5 business days after we receive your return. You'll receive a confirmation email once your refund has been issued.
Questions?
If you have any questions about our refund policy or need assistance with a return, please contact us at support@lumestore.co. We're here to help!
Your comfort and satisfaction are guaranteed.