Returns & Exchanges


If you need to return or exchange an item, please email support@lumyhealth.com with your order number, the reason for your request, and photos of the item in question. Our team at Lumy Health will guide you through the process after evaluating your request.

Important Notes:

For hygiene and safety reasons, Lumy Health does not provide complimentary return or exchange services for reasons unrelated to product quality. A restocking fee of 10%-20% will apply for such returns.

Return Fee Structure:

To facilitate smooth processing and responsible handling of returned items, Lumy Health may charge a return fee. This includes shipping and restocking fees, determined based on the order status and condition of the returned items.

Item/Order Condition Restocking Fee Return Shipping Fee
Canceled in transit 10% of the order's total value Based on courier and distance
Unopened, with intact original packaging 10% of the order's total value Based on courier and distance
Opened, used, but undamaged 20% of the order's total value Based on courier and distance

Order Cancellation Policy:

If you wish to cancel your order, email support@lumyhealth.com.

  • Within 24 hours of placing the order (and before shipment): A 4% cancellation fee applies.
  • After 24 hours but before shipment: A 5% cancellation fee applies.
  • After shipment: Cancellation is treated as a return, and the return policy applies.

Policy for Defective Products:

At Lumy Health, we strive for excellence in product quality. If you receive a defective or damaged product:

  1. Avoid using the item and take photos for documentation.
  2. Send the images to support@lumyhealth.com.
  3. Our team will arrange for a replacement and request that you return the defective item to help us improve our processes.

Conditions for Returns and Exchanges:

When returning or exchanging items, ensure the following:

  • Products are in their original condition, unworn, unwashed, unaltered, and with labels attached.
  • Original packaging and all included items (e.g., manuals, accessories) must accompany the return.
  • Items must be returned from the country or region where they were originally shipped.
  • Custom items or freebies are not eligible for return or exchange.

Note: Lumy Health reserves the right to decline returns that fail to meet these requirements.

Non-Returnable Conditions:

  • Items not purchased directly from www.lumyhealth.com.
  • Missing components, manuals, or accessories originally included.
  • Physical damage caused by misuse or improper handling.
  • Products with stains (e.g., scratches, food spills).
  • Returns initiated beyond 30 days from purchase.

Steps to Process a Return:

  1. Contact Customer Service: Email support@lumyhealth.com with your order number, proof of purchase, and supporting photos/videos.
  2. Await Evaluation: Our team will review your request and provide a return address if it meets the policy.
  3. Prepare the Return: Pack the item securely in its original packaging, including the receipt.
  4. Ship the Item: Arrange the return shipment with a courier of your choice.
  5. Provide Tracking Details: Email the shipment’s tracking number to support@lumyhealth.com.

Refund Process:

  • Refunds are issued to the original payment method once the return is processed.
  • Shipping fees are non-refundable.
  • Please allow 7-14 business days after receipt of the returned item for processing, depending on workload.
  • If the return does not meet the conditions, the package will be returned to you at your expense.

Once the refund is approved, you’ll receive a confirmation email.

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