Refund policy

Return Policy

At Lumi Glow, we want you to feel complete confidence in the build quality, flexible comfort, and clinical performance of our light therapy devices. Our return policy is structured in full accordance with the Australian Consumer Law (ACL). Because LED face masks are intimate beauty and personal hygiene wellness devices that come into direct contact with facial pores, sweat glands, sebum oils, and skincare serums, please review our return conditions below carefully.

1. Return Window

Customers have the right to request a return within 30 days from the documented date of delivery. Return requests submitted after this 30-day period will not be accepted for change of mind.

2. Change of Mind Eligibility & Personal Hygiene Conditions

To qualify for a valid return and subsequent refund under our change-of-mind policy, your items must strictly adhere to the following hygienic and structural criteria:

  • The LED therapy mask, controller, charging cable, or neck panel must be completely unopened, unworn against skin, uncharged, and in its original, brand-new condition.
  • STRICT PERSONAL SKIN HYGIENE RESTRICTION: Under Australian public health guidelines, beauty devices that have had their protective hygiene seal broken, or that have been placed onto the face or neck, CANNOT be returned for change of mind (direct facial contact immediately transfers epidermal cells, sebum, residual skincare chemicals, and facial bacteria onto porous medical silicone surfaces).
  • Silicone surfaces and LED acrylic lens covers must show zero oil smudges, serum stains, water marks, or cosmetic residue.
  • Controller units must show zero scratches, dropped marks, or button wear, with original USB charging cables remaining factory-tied and untangled.
  • All original packaging—including luxury magnetic presentation boxes, protective travel pouches, eye protection goggles, head straps, and instructional user manuals—must remain 100% complete and undamaged inside the return parcel.
  • Items showing opened tamper-evident hygiene seals, facial contact, or missing accessories will be strictly rejected during our quality inspection.

3. Australian Consumer Law (ACL) Guarantee

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

4. Return Shipping Costs

For change-of-mind returns, the customer is responsible for paying all shipping costs associated with returning their items. Return shipping costs are non-refundable. Because precision LED electronics require protective packaging to prevent diode damage during transit, we recommend using a trackable shipping service and purchasing parcel transit insurance, as Lumi Glow cannot guarantee receipt of returned items without tracking proof.

5. How to Initiate a Return

  1. Contact our customer concierge team at support@lumiglow.sbs within 30 days of delivery. Please include your order number, device model, and reason for return.
  2. Our support team will review your request and provide you with an authorized return warehouse address, an RMA number, and specialized repacking instructions.
  3. Do not mail your items back to the address printed on the original shipping label or our corporate administrative address. Returns sent to unauthorized addresses cannot be processed.

Refund Policy

This Refund Policy details our procedures regarding order cancellations and the financial resolution of authorized returns.

1. Order Cancellations and Modifications

  • If you need to cancel or modify your order (such as changing a model configuration or delivery address), contact us immediately at support@lumiglow.sbs.
  • We enforce a strict 1 - 2 hour cancellation window from the exact time of purchase.
  • Once this window has passed, your order is automatically transmitted to our automated fulfillment network and cannot be altered or canceled. If you no longer want the items, you will need to accept delivery and follow our standard Return Policy.

2. Inspection and Approval Process

Once your returned package arrives at our designated logistics facility, our electronic and hygienic quality control team will examine each item under bright lighting (verifying intact hygiene seals, pristine unsoiled silicone, functional diode circuitry, complete accessories, and undamaged original packaging). Following inspection, we will send you an email notifying you whether your refund has been approved or rejected.

3. Refund Timing

If your return is approved, your refund will be processed immediately. The funds will automatically be credited back to your original payment method (e.g., Credit Card, PayPal) within 3 to 10 business days.

4. Delayed or Missing Refunds

If you have received an approval notice but have not seen the credit reflected in your account:

  • Check your bank account or credit card statement again.
  • Contact your bank or financial institution, as processing times vary before funds officially post.
  • If you have completed these steps and still have not received your refund, please contact us at support@lumiglow.sbs for further assistance.