Order cancellation

All orders cannot be cancelled after 24 hours because they are already sent for processing. If your order has been paid and you need to change or cancel it, you must contact us within 1 hours. Once the packaging and shipping process has started, it can no longer be cancelled.

Refunds

We offer a 100% guarantee on all products within 10 business days that are defective or damaged during shipping. Just let us know and we will provide a return address and a replacement or refund as preferred.

If you are unsatisfied with your order – please contact our support and we will do our best to help you out!

All items are subject to inspection upon arrival to our return facility. 

We do not issue the refund if:

• Your order does not arrive due to factors within your control (e.g. providing the wrong shipping address)
• You have Failed to review whether you are a Good Candidate for the any of our devices prior to making a purchase. 
• Your order was successfully delivered but was subject to theft on your porch/door/property. Must have ROUTE if the item is subject to loss, damage, or theft
• Due to health and Sanitation concerns, a refund will not be issued if you simply changed your mind. 

*You can submit replacement requests within the 10 day policy period. After the policy period has expired a replacement cannot be issued. You can do so by sending a message on the Contact Us page.

 

HOW TO REQUEST A RETURN

To request a return and a return authorization number go to the Return Center 

The return center is also found on the footer of our webpage. You can also contact support to request a return. 

Returns & Replacement Policy

LUMA RADIANCE™ devices and attachments can be returned within 30-days of purchase, if they are unused. There will be a restock fee depending on the type of device. All LUMA RADIANCE™ devices and attachments  on sale are FINAL SALE and cannot be refunded unless received damaged, at which time we will gladly offer a replacement.

All Gift Cards are FINAL SALE and cannot be returned.

If you received your product damaged during shipping, please save the damaged box and product(s) and initiate a return below. 

For all replacement and returns, the serial number and proof of purchase are required. If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you.

 

LOSS, DAMAGED, STOLEN/THEFT

LUMA RADIANCE™ offers protection against loss, damage, and theft via ROUTE. You must add route to your cart during the checkout process in order to protect your order against loss, damage, and stolen/theft. Failure to add ROUTE means the liability falls on you (the customer/purchaser). If ROUTE is not added LUMA RADIANCE™  is unable to replace the product.

Warranty Policy

This policy is applicable to domestic US purchases only: LUMA RADIANCE™ will replace authentic devices and attachments eligible for warranty service with merchandise of equal or better quality. Every new device includes a 30-day money-back guarantee and a one (1) year warranty covering any manufacturer related problems resulting from everyday use of the product. Warranties are only valid for items purchased through authorized sellers, returned within the warranty dates, and have a physical product purchase receipt from the location purchased. This warranty is void if the product has been subject to an accident, misuse, abuse improper maintenance or repair, unauthorized modification, or any other use not found in the printed instructions.

For devices purchased outside of the US, International Returns and International Warranties: All product returns outside of the United States are per your place of purchase-spa, retailer or distributor. Please consult your receipt or place of purchase for their return and warranty policy.

Initiate a Return or Warranty Replacement

If unsure of your return type, please reference our Warranty & Return Policies above and the requirements stated in each.

STEP 1- Confirm Authenticity

Verify that your device was purchased from an authorized seller. Please be aware that if you purchase LUMA RADIANCE™ from any location not listed as authorized, the product(s) may be counterfeit, defective, and possibly harmful to use. Unfortunately, LUMA RADIANCE™ can take no responsibility or warranty any products purchased through unauthorized sellers. 

STEP 2: Confirm Eligibility

USA: This information applies ONLY to LUMA RADIANCE™ products purchased in the United States.  Check your date of purchase. Our devices have a 1-year manufacturer warranty. If your device was purchased more than a year ago, you are not eligible for a warranty replacement.

INTERNATIONAL: devices purchased OUTSIDE of the US, International Returns and International Warranties: All product returns outside of the United States are per your place of purchase-spa, retailer or distributor. Please consult your receipt or place of purchase for their return and warranty policy.  

STEP 3: Request a Return Authorization

STEP 4: Send the product within 15 days. 

Failure to send and receive the product within the allotted time frame (15 days) renders the refund and return invalid.