Refund policy
Returns
At LumiLite, we’re committed to making sure you’re satisfied, which is why we offer a hassle-free 30-day return policy.
If you need to return your order for any reason, just reach out to us and we’ll be glad to help.
When returning your order, please make sure it’s within 30 days of receipt, in good condition, and in its original packaging.
Please note: you’ll be responsible for the cost of return shipping, as shipping costs are non-refundable. We recommend using a trackable shipping method, as we can’t process a refund without it. A restocking fee may apply.
We’re not liable for refunds related to incorrect or incomplete order details, so please ensure all information is accurate when placing your order.
Damages and Issues
Please inspect your order as soon as it arrives. If you notice any damage, contact us within 24 hours with a photo of the damaged product(s) and your order number.
Exceptions / Non-Returnable Items
We do not allow refunds due to shipping times. By ordering from us, you agree to the shipping times listed on our site.
We do not allow refunds due to size issues. By ordering from us, you agree that you are aware of the product size before purchase and accept the sizing we offer.
Extra markers are final sale and not eligible for return or refund. (Exception: Unless damaged on arrival)
LumiLite Creative Club digital products are final sale and not eligible for return or refund.
Subscriptions
Subscriptions are non refundable.
You can cancel any time. When you cancel, service continues through the end of your current paid period and then stops.
Initiating a Return
To initiate a return, please contact us at support@trylumilite.com. Customers are responsible for the cost of return shipping. Upon acceptance, we will provide detailed instructions for the return shipment. Returns without prior request will not be accepted. If there are any issues with the product, customers are required to send a video of the issue for our review to validate eligibility for a refund. Please note, we do not cover the cost of return shipping labels.
Customs, Duties, and Taxes
LumiLite is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.). However, since our product is a LED Drawing Board, 99% of cases have no customs charges.
Cancellations / Modifications
Orders are processed quickly, so we normally can’t make changes once an order is placed. If you’d like to cancel or modify an order, email us within 1 hour of placing it and we’ll do our best to help. While we’ll make every effort, we can’t guarantee cancellations or modifications once an order has been processed.
Refunds
Once we receive and inspect your return, we’ll notify you of the approval status. If approved, your refund will be processed back to your original payment method within 14 business days. Please note, bank or credit card processing times may vary.
If it’s been more than 30 business days since your return was approved and you haven’t received your refund, please contact us at support@trylumilite.com
Steps for Refunds
As part of our refund policy, we kindly ask you to follow these steps:
- Provide specific details about the issues you encountered with the products.
- Share a video of the product explaining the issue.
- Give a short explanation of how you expected the product to be.
Your insights will be invaluable for our team to address these concerns and enhance the quality of our offerings. Please ensure to include a video of the issue for our review, as this is now a requirement for validating eligibility for a refund. We have implemented this measure due to instances of misuse of our policy.
Once we receive your feedback, we will promptly initiate the return process. We aim to make this as hassle-free as possible for you. Your decision to make a purchase with us is greatly appreciated, and we regret that the experience did not live up to your expectations. Your insights will be instrumental in helping us improve our products and services.
We appreciate your understanding and adherence to our policy, designed to ensure a smooth and satisfactory experience with LumiLite. For any further assistance, please reach out to support@trylumilite.com.
Shipping Labels for Returns and Refunds
Please note that we do not provide shipping labels for returns or refunds. Customers are responsible for the cost of return shipping.
Lost or Stolen Packages
We are not responsible for packages that show as delivered but are lost or stolen afterward. We will, however, confirm the delivery address, date, tracking, and carrier information so you can follow up with the carrier directly. We will offer a free replacement or a refund after investigating and confirming the loss for customers with insured shipping. Please provide any necessary proof, such as a report from the shipping carrier or a police report for stolen packages.
Questions?
For any further inquiries, please reach out to us at support@trylumilite.com