RETURN AND REFUND POLICY

This policy explains the 60-day home trial, returns, replacements, refunds and the one-year limited warranty for the LUMIARA Neck & Shoulder Massager.

60-Day Home Trial

You have 60 days from the confirmed delivery date to try your LUMIARA massager at home. You may use the product during the trial. Using it is part of the trial.

If it is not right for you, email teamlumiara@outlook.com within the 60 days and include your order number. Once your return is approved, we will send you the return address and instructions.

Please return the massager with its USB-C cable, manual and any other included components.

Return Shipping Costs

• Change-of-mind returns: you pay the return-shipping cost.
• Defective, incorrect or damaged-in-transit products: LUMIARA pays for the return or the replacement.

There is no restocking fee. Apart from your own return-shipping cost for a change-of-mind return, no other return fee is charged.

Refunds

Approved refunds are issued to the original payment method within 5–10 business days after the returned product is received and inspected. The time it takes for the funds to appear in your account also depends on your bank, card issuer or payment provider.

Shipping on your order was free, so there is no shipping charge to deduct from an approved refund.

Damaged, Defective or Incorrect Products

If your order arrives damaged, defective or incorrect, contact us within 48 hours of the confirmed delivery time with your order number, a short description of the problem and clear photos or a video of the item and its packaging.

Once the claim is approved, LUMIARA will send a replacement at no additional cost and will cover any return shipping required. If a replacement cannot reasonably be provided, LUMIARA may issue a refund to the original payment method.

Please do not discard the product or its packaging until our support team has reviewed your request.

One-Year Limited Warranty

Every LUMIARA massager includes a one-year limited warranty that begins on the confirmed delivery date. It covers manufacturing defects under normal use.

The warranty does not cover damage caused by misuse, unreasonable use, accidental damage, drops, scratches, improper storage, or any use that does not follow the intended purpose of the product and its instructions.

To make a warranty claim, email teamlumiara@outlook.com with your order number and a photo or short video of the issue. For an approved claim, LUMIARA pays for the return and the replacement. If a replacement cannot reasonably be provided, LUMIARA may issue a refund to the original payment method.

Order Cancellations

You may request to cancel your order before it has entered processing or been shipped. Contact us as soon as possible and include your order number.

We will make every reasonable effort to stop the order, but cancellation cannot be guaranteed once processing or fulfillment has begun. If the order is cancelled before shipment, a full refund will be issued to the original payment method. If it can no longer be cancelled, please wait for the package to arrive and use the 60-day home trial above.

Exchanges

You may request an exchange for a different color within 14 days of delivery if the massager is unused and in its original packaging. Exchanges are subject to availability. You pay the return-shipping cost for a voluntary exchange. Only one voluntary exchange is permitted per order.

Refused, Unclaimed or Undeliverable Packages

You are responsible for providing a complete and accurate delivery address and for collecting the package when required.

If a package is refused, remains unclaimed or cannot be delivered because an incorrect or incomplete address was supplied, any refund may be reduced by the actual shipping and return costs charged to LUMIARA. No restocking fee will be charged.

If a tracked package is confirmed lost in transit through no fault of the customer, LUMIARA will investigate the shipment and, when approved, send a replacement at no additional cost.

LUMIARA’s Right to Cancel an Order

LUMIARA reserves the right to cancel an order when necessary, including in cases of suspected fraud, payment failure, incorrect pricing, product unavailability or an inability to fulfill the order. If LUMIARA cancels an order before fulfillment, you will receive a full refund to the original payment method.

This policy does not limit any rights you have under applicable consumer law.

Contact Us

LUMIARA Support
Email: teamlumiara@outlook.com
We reply within 24 hours on business days (Monday–Friday).

Please include your full name and order number so that we can help you quickly.