Refund policy
RETURN & REFUND POLICY
At LumoSmile, we want you to feel confident when ordering with us. This policy explains how returns, refunds, cancellations, and our 30-Day Peace of Mind Guarantee work.
1. CONTACTING US
To request a return, cancellation, refund, exchange, or guarantee review, please use the Contact Us page on our website.
Please do not send any item back without contacting us first. Once we have reviewed your request, we will provide the next steps and, where applicable, the return instructions.
2. 30-DAY PEACE OF MIND GUARANTEE
We offer a 30-Day Peace of Mind Guarantee on eligible orders.
If you are not satisfied with your purchase, please contact us through our Contact Us page within 30 days of delivery. Once reviewed, we may offer an appropriate resolution, including a refund where applicable.
To assess your request, we may ask for:
- your order number;
- a brief explanation of your concern;
- photos of the product and packaging; and
- confirmation of how much of the product has been used.
This guarantee is designed to give you added reassurance when shopping with LumoSmile. However, we reserve the right to refuse claims where we reasonably believe the policy is being misused, abused, or used fraudulently.
This guarantee is offered in addition to your statutory rights.
3. YOUR RIGHT TO CANCEL
If you are a UK consumer purchasing online, you have the legal right to cancel your order within 14 days of receiving it, even if you have simply changed your mind.
To exercise this right, you must contact us through the Contact Us page within 14 days of delivery.
If a return is required, the item must then be sent back within 14 days of notifying us.
4. CHANGE-OF-MIND RETURNS
If you change your mind, we may accept a return provided that:
- you contact us within 14 days of receiving your order;
- the item is unused;
- the item is unopened and still sealed; and
- the item is in its original packaging and in resaleable condition.
As our products are intended for oral use, we cannot accept change-of-mind returns for items that have been opened, unsealed, or used, unless we choose to do so under our 30-Day Peace of Mind Guarantee or where the item is faulty.
If your return is approved, we will provide the return instructions after you contact us.
Unless the item is faulty, damaged, incorrect, or otherwise required by law, return postage costs are the responsibility of the customer. We recommend using a tracked service, as we cannot accept responsibility for items lost in transit.
5. FAULTY, DAMAGED, OR INCORRECT ITEMS
If your order arrives faulty, damaged, incorrect, or not as described, please contact us through the Contact Us page as soon as possible.
To help us resolve the issue quickly, please include:
- your order number;
- a description of the issue; and
- clear photos where relevant.
Where a product is faulty, not as described, or unfit for purpose, you may be entitled to a repair, replacement, or refund in line with your legal rights.
6. ITEMS SENT BACK WITHOUT PRIOR CONTACT
Any item returned without first contacting us through the Contact Us page and receiving return instructions may result in delays and may not be eligible for a refund.
7. REFUNDS
If your refund is approved, it will be issued to your original payment method.
Where required by law, refunds will be processed within 14 days of:
- receiving the returned goods; or
- receiving evidence that the goods have been sent back,
whichever is earlier.
Where you are exercising your legal right to cancel, we will refund the price paid for the goods and, where applicable, the standard delivery charge. We do not refund any upgraded or express delivery costs unless required to do so by law.
Unless the item is faulty or otherwise covered by your legal rights, return postage costs are non-refundable.
8. REDUCTIONS OR REFUSAL OF REFUNDS
We may reduce or refuse a refund where:
- the item has been used more than necessary to inspect it;
- the product has been opened or unsealed and is not eligible for return for hygiene reasons;
- the request is made outside the relevant period; or
- we reasonably believe the policy is being misused.
This does not affect your statutory rights in relation to faulty, misdescribed, or non-conforming goods.
9. EXCHANGES
We only offer exchanges for items that are faulty, damaged, incorrect, or where we otherwise agree to do so.
Please contact us through the Contact Us page to request an exchange.
10. LATE OR MISSING REFUNDS
If you have not yet received your refund, we recommend checking with your bank, card provider, or payment provider first, as processing times can vary.
If you still need help, please contact us through the Contact Us page on our website.
11. STATUTORY RIGHTS
Nothing in this policy excludes or limits any rights you have under applicable consumer law.