Returns & Refunds

Returns, Refunds, Replacements, & Cancellations

Hey there (potential or existing) LUMI customer! Here you will find our policies and procedures for returns, refunds, replacements and cancellations. We also outline the procedures we take to protect our customers and how we put customer satisfaction first. Your business is very important-- and therefore we take returns, refunds, replacements and cancellations very seriously!

How long is your return policy active?

Due to current circumstances of Covid-19, our "change of heart" return and exchange policy is no longer available. We will sure to update you once this changes.

Replacements

Replacements for damaged, broken products are FREE! Just contact us with video and picture proof and our customer service team will forward it to our warehouse team. You do not need to send it in for inspection if video and picture proof suffice. Contact our team at hello@mylumimask.com with the headline "REPLACEMENT"

What are the qualifications for a FULL refund?

- Damaged or incorrectly delivered items will receive a replacement. Please send in a video or picture to our customer service team to arrange a refund or free replacement.

- Items failed to be delivered will receive a full refund or replacement if indicated on the tracking number.

Unfortunately, if 30 days have passed after the receipt of the product, we will not be able to provide you any sort of refund, exchange or return unless of course the product is faulty upon arrival.

There are certain situations where only partial refunds are granted (if applicable).

Order Cancellations

Due to the nature of the product we are selling, all sales are final once order is placed.

All orders are automatically processed on our secure merchant processor and processed for shipment as soon as they are placed. During this process, we incur irreversible fees. Therefore, while we understand that orders might need to be changed sometimes, we are unable to do it free of charge after a certain point. We strictly adhere to the following cancellation policy:

  • If you cancel your order BEFORE it has been shipped, you will be assessed a 20% restocking fee before credit is issued.
  • When your order has been shipped, it can no longer be cancelled.
  • Orders which are REFUSED AT DELIVERY will be assessed the applicable fees listed above - including restocking, cancellation and other fees.

Please refer to our Refunds section for refund guidelines and processing timeframes.

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