Refund policy

Returns & Refund Policy

We understand that sometimes things change and you may need to return your order. That’s why we set up a no-hassle return policy for you.

30-Day Return Window

Returns are subject to the conditions outlined below and applicable consumer protection laws.

Within a 30-Days period from the date of purchase, any customer who is unhappy with the order is able to return it according to our Terms and Conditions. Please see the steps below to ensure a swift, no-hassle return process.

You will not be eligible for a refund if you do not meet the conditions described in these policies.

Non-refundable products

The following type of products are not eligible for refunds: Broken or damaged products, personalised products, personal hygiene products such as toothbrushes, face masks, or any other product that has been used intimately on a person's body or face. This is to protect our customers' personal health.

Products will also not be refundable in the following cases:

• Incorrect use or user error.
• Damaged packaging or missing accessories.
• Physical damage caused by the customer.
• Normal variations in product design.
• Compatibility issues.
• Limitations of the customer's home.
• Failure to meet technical requirements of the product.
• Excessively used products.
• Returns without prior authorization (without RMA).
• Delivery failures due to customer responsibility.
• Lack of evidence of the reported defect.
• Products that function properly after technical assistance.

Steps To Take When Returning A Product

Step #1 – Contact our Customer Support Team via info@lumenvira.com to initiate the return. Please provide us with your Full Name, Email, Order number, Return reason, and Name of the product you would like to return so that we could look up the order and determine whether the order meets our return conditions.

Step #2 – If your order meets our return conditions, a RMA (Return Merchandise Authorisation) number will be provided by our Customer Support Team.  After receiving the RMA number and Return address, please re-pack your product safely and securely into a box. Please note that unauthorized parcels (without RMA number being visible on the packaging) will be refused by our warehouse and returned back to you. All products shall be returned in unused, brand new, manufacturer condition, in original packaging, with all their components and accessories included.

Step #3 – Ship your package to the return address we provide, which will be the warehouse of origin of the product (You can check the origin in the order tracking link).

Please note that return shipping charges will not be refunded or compensated, you would be responsible for shipping and delivery back to us.

Also, returns without tracking number will be refused by our warehouse, please make sure to use registered mail or other trackable shipping method.

It is important that you return the product exclusively to the address provided to you by our customer service team. If you send the product to another address not provided by our customer service team, your refund will be cancelled and we reserve the right not to refund any amount.

This is our Asia warehouse address to return the product: 1st Floor, Unit 3-5, Building 39, Beizhanyiqu, Houzhai Street 322000 - Yiwu City, Zhejiang Province, China

To make the return you must choose a local carrier of your choice that can ship the product to the return address provided and you must pay for the postal shipping service yourself.

It is important that after initiating the return, you ask the carrier of your choice for the tracking number and send it to us through our customer service team so that we can properly track your shipment and there are no problems with your refund.

When we receive the product back if it is in perfect condition and fit for sale we will refund the return amount if the product is eligible.

Step #4 – Once we receive the return and inspect it (This may take up to 14 days), we will issue you a refund. Please note that a Restocking fee of 15% and/or Diminishing fee (Depending on the condition of the returned item) may be deducted from your total amount of the refund. Once a refund is issued, it normally takes up to 3-5 business days for the refund to be shown in your bank statements.

Please be advised that all returns must be authorized with a unique RMA number and be sent to the Return Address provided by the Customer Support Team. If you will send your order to another address, a refund will not be issued.

Please Be Advised that refunds will be sent to the original source of payment you used to pay for the order. Please contact the card-issuing bank with questions about when the credit will be posted to your account.

Returns are carriage paid by the customer, if in any return the company has to pay carriage to receive it, it will be discounted from the price of the refund. And if these postage costs exceed the price of the product, they will not be paid and the product will be returned to the sender.

If the product has a manufacturing defect or malfunction, the product in use must be demonstrated by video to be eligible for return by contacting our customer service team.

More information