Returns, Delivery & Warranty
Contact: hi@trylumiglow.com
Return Address: L. Agency AB, Birger Jarlsgatan 53, 111 45 Stockholm, Sweden
We want you to feel confident ordering from LumiGlow. If something isn’t right, our team is here to help.
1. 30-Day Money-Back Guarantee
We offer a 30-Day Money-Back Guarantee on eligible LumiGlow purchases.
If you are not satisfied with your purchase, contact us at hi@trylumiglow.com within 30 days of delivery to request a return.
Once your return has been approved, we will provide return instructions and a return shipping label.
Please do not send a return without contacting us first, as unauthorized returns may not be accepted.
2. How to Make a Return
To start a return:
- Email hi@trylumiglow.com with your order number and reason for the return.
- We will send you return instructions and a return shipping label.
- Pack the product securely and include all accessories, manuals, and components originally included with your order.
- Drop the package off with the carrier specified in your return instructions.
- Send us the tracking number once the return has been shipped.
Missing accessories, components, or significant damage unrelated to normal product use may affect the amount refunded.
3. Return Shipping
For approved returns made under our 30-Day Money-Back Guarantee, LumiGlow provides the return shipping label at no additional cost.
If your product is damaged, defective, or incorrect, LumiGlow will also cover the return shipping cost.
Returns must be sent using the return method provided by our customer support team.
4. Refunds
Once your return has been received and reviewed, we will notify you that your refund has been processed.
Approved refunds will be issued to the original payment method used for the purchase.
Depending on your bank, credit card provider, or payment service, it may take approximately 3–10 business days for the refund to appear after it has been issued.
Original expedited or special shipping charges, if any, are non-refundable unless the return is the result of an error by LumiGlow.
5. Damaged, Defective or Incorrect Items
Please inspect your order when it arrives.
If your product arrives damaged, defective, or different from what you ordered, contact us as soon as possible at hi@trylumiglow.com and include:
- Your order number
- A short description of the issue
- Photos or video showing the problem
Once the issue has been confirmed, LumiGlow will provide a prepaid return label where necessary and offer an appropriate resolution, which may include:
- Replacement of missing components
- A replacement product
- Repair, where appropriate
- A full refund
Our goal is to make sure you receive a complete and fully functioning product.
6. 3-Year Limited Warranty
LumiGlow products are covered by a 3-Year Limited Warranty against defects in materials and workmanship under normal use.
If you experience a problem covered by the warranty, contact hi@trylumiglow.com with your:
- Order number
- Photo or video of the issue
- Brief description of the problem
If your warranty claim is approved, LumiGlow may, depending on the circumstances:
- Repair the product
- Replace the product
- Provide a comparable replacement
- Issue a refund
LumiGlow will cover return shipping for approved warranty claims.
The warranty does not cover:
- Normal wear and tear
- Cosmetic damage caused by normal use
- Accidental damage
- Damage caused by misuse or improper handling
- Unauthorized modifications or repairs
- Damage caused by failure to follow the product instructions
7. Shipping & Delivery
Orders are typically processed within 1 business day.
Estimated delivery time to the United States is:
6–10 business days after processing
Delivery times are estimates and may occasionally be affected by factors outside our control, including carrier delays, customs processing, severe weather, holidays, transportation disruptions, or other unforeseen circumstances.
You will receive tracking information by email once your order has shipped.
8. Shipping Cost
We offer free shipping on U.S. orders over $100.
For orders below $100, any applicable shipping charge will be shown at checkout before payment.
9. Lost Packages
If your tracking information has not shown movement for an extended period or you believe your shipment has been lost in transit, contact us at hi@trylumiglow.com.
We will investigate the shipment with the carrier and help determine the appropriate resolution.
If the carrier confirms that the shipment has been lost, LumiGlow will arrange a replacement or refund.
10. Incorrect Shipping Information
Customers are responsible for entering complete and accurate shipping information at checkout.
If you notice an error in your shipping address, contact us at hi@trylumiglow.com as soon as possible.
Once an order has entered the shipping process, we may no longer be able to change or redirect the delivery address.
LumiGlow is not responsible for delivery issues caused by incorrect or incomplete shipping information provided by the customer.
If a package is returned to us because of an incorrect or incomplete address, additional shipping costs may apply before the order can be resent.
11. Cancellations
Orders that have already been shipped cannot be canceled.
If your order has already shipped and you no longer wish to keep it, please accept delivery and request a return under our 30-Day Money-Back Guarantee.
12. Refused or Unclaimed Packages
If a shipment is refused, left unclaimed, or returned to sender for reasons outside LumiGlow's control, any return shipping charges, carrier fees, import charges, or other costs incurred may be deducted from the applicable refund.
If you would like the order resent, additional shipping charges may apply.
13. Exchanges
For the fastest service, we recommend returning your original item and placing a new order for the product you would like instead.
Once your original return has been received and approved, the applicable refund will be issued to your original payment method.
14. Duties, Taxes & Import Fees
Orders shipped to the United States may be subject to import duties, tariffs, taxes, customs charges, or carrier fees depending on applicable regulations.
Unless otherwise stated at checkout, any such charges are the responsibility of the customer.
If a shipment is refused because required import charges were not paid, any associated return shipping, customs, or carrier costs may be deducted from the applicable refund.
15. Return Address
Approved returns are sent to:
L. Agency AB
Birger Jarlsgatan 53
111 45 Stockholm
Sweden
Please contact us before sending your return.
Returns sent without prior authorization or outside the return process provided by LumiGlow may not be accepted.
16. Contact Us
Questions about a return, refund, delivery, or warranty claim?
Contact us at:
