Refund policy
At LUMI Therapy, we want you to be completely satisfied with your ice bath products and have a positive experience with our brand. Our returns policy is designed to offer you peace of mind, providing you with options for faulty goods within 30 days and even beyond that period.
Please do not attempt to return any items before contacting us first
We will supply you with a returns label / or our returns address. Failure to follow this process may result in lost returns, and you may not be eligible for a refund.
30-Day Return Period for All Goods
We stand by the quality of our products, and in the rare event that you receive a faulty item or simply want to cancel your order, we offer a hassle-free returns process. You have 30 days from the date of receipt of your item to initiate a return for any product that is deemed faulty, defective or simple change of mind.
Products that have been subjected to misuse, accidental damage, improper handling, or disregard for product care instructions will not be eligible for a return under this policy. Returns are only accepted for purchases made online at lumitherapy.co.uk or equivalent subdomains and are not accepted for items bought from third-party distributors.
Eligibility for Replacement Beyond 30 Days
Our commitment to your satisfaction extends beyond the initial 30-day period. If, after this time, you encounter issues with your product that are covered under the manufacturer's warranty or can be attributed to a manufacturing defect, you may still be eligible for a replacement.
Easy Return Process
To initiate a return, please reach out to our dedicated customer support team via our contact us page to provide relevant details about your order, including the order number and a clear description of the issue. They will guide you through the return process and provide you with all necessary instructions.
Return Condition and Requirements
To qualify for a full refund or replacement, the returned product must be in its original condition, unused, and properly packaged to prevent any damage during transit. Please include a copy of the original purchase receipt or order confirmation when sending back the product.
Shipping Costs
Please be aware that once the product has been delivered, we will not be able to issue a refund on any shipping charges. For faulty goods, please contact us within the 30-day period from the date of delivery to arrange a return. If you choose to return an unused product due to a change of mind, you will be responsible for the return shipping costs.
Inspection and Refund/Replacement
Once we receive the returned product, our expert team will inspect it to verify the reported issue. If the product is confirmed to be faulty, we will proceed with your choice of a refund or replacement, and this process may require up to 7 days to be finalised.
E-gift cards (cooling off period)
You have the right to cancel your order for a digital gift card within 14-days of purchase for a full refund, provided the code has not been redeemed. To cancel, please contact our support team and we will be happy to help.
Further Information
For any additional questions or further information regarding our returns policy, feel free to contact our customer support team via our contact us page. We are here to assist you and ensure that you have a seamless experience with Lumi Therapy.