Returns Portal

Our team is fully dedicated to customer satisfaction and will work with you to provide the best support possible. Please review the reasons for return below, which summarizes our warranties and return policies.

 

Customers can return the product for any reason as part of our satisfaction guarantee! The customer has a 30-day window after receiving their item in which they can request for a return. All returns will be handled through our Returns portal on our website: https://lumetra.shop/pages/returns-portal

Customers are responsible for providing their own return shipping. Once their return has arrived at our warehouse and we have inspected that the product is of acceptable quality, we will refund the entire price that the customer paid for the returned item. We do not provide pre-paid return labels.

We offer a 3 year warranty with every order, beginning at the time you receive your product, which covers all manufacturing errors and damage during shipment. Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and correct the situation.

If the product arrives damaged, we will ask that you provide us with adequate visual proof (photo or video of the malfunction) as soon as possible so that we can either fully refund you or send you a brand new version of your item, free of charge. If you request a refund for a manufacturing error 72 hours after our tracking system indicates delivery, you will be responsible for providing time stamps for your visual proof, so that our team can be sure it was not related to any field-testing or user damage.

Once we have confirmed this, we will send you a complete refund for your purchase, no need to send us the product back. Once again, this warranty only covers any products that ARRIVE damaged. It does not cover damage from regular usage or wear & tear. This is why we request visual proof, time stamped within the first 72 hours of product reception. As long as you have that time-stamped proof, we are more than happy to offer you a replacement solution during anytime of the 3-Year timespan. 

Orders can be canceled post-purchase as long as they have not undergone fulfillment. Once they have undergone order fulfillment, they cannot be canceled, and will have to follow the regular return protocol outlined above. Fulfillment can take up to 3-5 business days post-purchase, but can also be as soon as 1 business day. 

European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

If approved for a refund, you’ll be automatically refunded on your original payment method within 10 business days. This will depend on reason for requested refund as well as the quality of your return item upon inspection by our fulfillment team. Once again, this timeline is an estimate, and not a guarantee. Refund fulfillment periods depend on your bank's processing, and please remember it can take some time for your bank or credit card company to process and post the refund. 

For any further questions, please contact us at tickets@lumetra.shop