Lumera Refund Policy

Refund & Return Policy
Last Updated: October 2025

Your satisfaction is important to us. To ensure fairness and prevent misuse of our return system, all refunds and returns are subject to the conditions outlined below.

90-Day Money-Back Guarantee (Conditional)

Lumera offers a 90-day conditional money-back guarantee from the date of delivery.

This guarantee applies only when all return requirements and procedures are fully met, including physical return of the product to our authorized returns facility.

The guarantee does not apply to claims based solely on packaging appearance, branding variations, or subjective dissatisfaction without return compliance.

Eligibility Requirements (ALL Must Be Met)

To qualify for any refund, replacement, or store credit, all of the following conditions must be satisfied:

  • Return request submitted within 90 days of confirmed delivery

  • Product returned in complete condition, including:

    • Device

    • All accessories (cables, straps, user guide, inserts)

  • Product must be functional and free of misuse or damage

  • Return must be approved in writing by Lumera Support

  • Product must be received at our authorized North America returns facility

  • Tracking number must be provided and confirmed delivered

Failure to meet any requirement voids refund eligibility.

Authorized Return Location (Mandatory)

All refunds are processed only after physical receipt of the returned product at our authorized North America returns headquarters.

Returns sent to any other address (including international offices, fulfillment centers, or supplier locations) will not be accepted or forwarded.

Authorized Returns Facility (North America):
📍 Return address provided only after written approval

Returns sent without authorization or to an incorrect address will be rejected.

Return Shipping Responsibility

  • Customer is responsible for all return shipping costs

  • International customers must cover:

    • Shipping fees

    • Customs clearance

    • Duties or taxes

  • We strongly recommend a trackable courier

  • Lumera is not responsible for lost, delayed, or undelivered returns

Shipping costs are non-refundable.

What Is NOT Covered by the Guarantee

The 90-day guarantee does not cover:

  • Packaging design, box branding, or supplier packaging variations

  • Claims without physical return of the product

  • Products returned incomplete or missing components

  • Returns showing signs of misuse, tampering, or modification

  • Returns initiated after the 90-day window

  • Orders placed with incorrect address information

  • Products purchased from unauthorized sellers

Refund Processing (Strict)

Refunds are processed only after:

  1. Product is received at our authorized North America facility

  2. Inspection confirms compliance with return conditions

Processing Timeline:

  • Inspection: 3–5 business days

  • Refund approval: 5–7 business days

  • Bank processing: 7–10 business days

Refunds are issued only to the original payment method.

Lumera reserves the right to deny or partially refund any return that fails inspection.

Defective or Damaged Products (Limited Exception)

If a product is verified defective under normal use:

  • Customer must submit clear photo/video evidence

  • Lumera may attempt troubleshooting before authorizing return

  • Replacement or refund is issued only after return and inspection

Cosmetic issues, packaging differences, or minor wear do not constitute defects.

Chargebacks & Disputes

Customers agree to contact Lumera Support before initiating any chargeback or third-party dispute.

Initiating a chargeback without following the return process constitutes abuse of policy and may result in denial of refund eligibility.

All disputes are governed by Hong Kong SAR law, unless otherwise required by mandatory local consumer regulations.

Policy Enforcement

Lumera reserves the right to:

  • Request additional verification

  • Refuse returns that show signs of abuse

  • Deny refunds that do not comply with policy terms

  • Update or modify this policy at any time

Contact

Email: support@lumeraa.net
Phone / WhatsApp: +1 (304) 815-6922
Hours: Mon–Fri, 9:00 AM – 6:00 PM HKT