Refund policy
At LUM+, we stand behind our products and want you to feel confident with your purchase. Because our products are skincare and personal care items, we follow clear return and refund guidelines to maintain hygiene, safety, and fairness for all customers.
30-Day Money-Back Guarantee
Your first order from LUM+ is covered by our 30-day money-back guarantee.
If you're not satisfied with your first order, contact us within 30 days of the delivery date and we will review your request for a refund of the product cost.
To qualify:
- The guarantee applies to first-time orders only.
- Your request must be submitted within 30 days of delivery.
- Contact us at Contact@trylum.com with your order number and a brief explanation of your experience.
- For hygiene and safety reasons, used products covered by our 30-day guarantee do not need to be returned unless our support team specifically requests otherwise.
Damaged or Incorrect Items
If your order arrives damaged or you receive an incorrect item, please contact us within 48 hours of delivery.
Email Contact@trylum.com and include:
- Your order number
- A description of the issue
- Clear photos showing the damaged or incorrect item
Once reviewed, we may offer an appropriate replacement or refund.
Requests submitted after 48 hours may not be eligible for replacement or refund for damaged or incorrect items.
Returns of Unopened Products
If you would like to return an unopened and unused product in its original packaging:
- Contact Contact@trylum.com before sending your return.
- All returns must be authorized by our customer support team.
- Unauthorized returns may not be accepted or refunded.
- Return shipping costs are the responsibility of the customer unless the item was damaged, defective, or incorrect.
- Original shipping charges, if any, are non-refundable.
- Returned products must be received and inspected before a refund can be approved.
Please do not send a return without first contacting our customer support team.
Refund Processing
Once a refund has been approved, it will be issued to the original payment method used when placing the order.
Approved refunds are generally processed within 7–10 business days following approval or, when a return is required, after the returned item has been received and inspected.
Please note that your bank, card issuer, or payment provider may require additional time to post the refund to your account. These processing times are outside LUM+'s control.
How to Request a Refund or Return
To request a refund or return, contact our customer support team at Contact@trylum.com.
Please include:
- Your order number
- The reason for your request
- Photos if the item arrived damaged or incorrect
Our team will review your request and provide the appropriate next steps.
Important Notes
For hygiene and safety reasons, opened or used skincare products generally cannot be returned unless they qualify under our 30-day money-back guarantee or there is an issue with the product.
Returns sent without prior authorization may not be eligible for a refund.
We reserve the right to refuse a refund where a request does not meet the conditions outlined in this policy.
By placing an order with LUM+, you acknowledge and agree to the terms of this Refund Policy.
Contact Information
LUM+
Email: Contact@trylum.com
Phone: +1 (406) 312-9087
Customer Support Hours:
Monday – Friday, 9:00 AM – 5:00 PM (MST)
We respond to all inquiries within 24 business hours.