Refund policy

We ship to customers in the United States only. Please read this policy before you order, especially the sections on where returns are sent and return shipping.

30-day returns

You have 30 days from the date your order is delivered to request a return. To be eligible, the item must be:

• unused and not installed or wired in
• complete, with all parts, hardware and any bulbs it came with
• in its original packaging, with your order number or proof of purchase

How to start a return

Email us at support@lumorahearth.com with your order number and the reason for the return. We aim to reply within 24 hours. If your return is accepted, we’ll email you the return address and instructions. Items sent back without an approved return cannot be accepted.

Where returns are sent

Returns are sent to our warehouse in China, not to a US address:

No.2 freight elevator, west side of the 3rd floor, Yuantong Express, No.409 Suxi, Yiwu, Zhejiang 310000, China

International return shipping takes longer than a domestic return, so please allow extra time before your refund is processed.

Return shipping

Return shipping is the customer’s responsibility. You arrange and pay for the return shipping, and this cost isn’t refunded. Because returns go to our warehouse in China, we recommend using a tracked shipping service. If an item arrived damaged, defective or wasn’t what you ordered, you don’t pay for the return; see the section below.

Damaged, defective or wrong items

Please check your order when it arrives. If an item is damaged, defective or not what you ordered, email us as soon as possible with your order number and photos. We’ll send a replacement or give you a full refund, at no cost to you.

Items we can’t accept for return

• Custom or special-order items
• Items marked as final sale on the product page
• Gift cards

Items bought with a multi-buy discount or a discount code can be returned as normal. We refund the price you paid for each item returned.

Exchanges

We don’t offer direct exchanges. To get a different item, return the one you have and place a new order.

Refunds

Once your return arrives and we’ve inspected it, we’ll email you to let you know whether your refund is approved. Approved refunds are made to your original payment method within 10 business days. Your bank or card provider may take a few extra days to post it. If more than 15 business days have passed since we approved your return, please contact us at support@lumorahearth.com.

Contact

Trade name: LumoraHearth
Email: support@lumorahearth.com
Phone number: (417) 318-5334
Business address: 3 South View, Frome BA11 3RP, United Kingdom

Monday to Friday | 09:00 – 17:00 (ET)
Weekends | 11:00 – 16:00 (ET)