How the guarantee works
From the day your Lumora device is delivered you have 30 days to decide. Use it daily, sporadically, or not at all. If at any point inside that window you decide it is not for you, start a return.
- No questions asked. We do not ask why you are returning it.
- No restocking fee. The refund is the full price you paid.
- Free collection. We arrange the courier and pay the return shipping.
- Refund within 5 business days of the device arriving back with us.
How to start a return
- Email hello@lumora.com with your order number and a return request.
- We reply within one business day with a return label and a collection slot.
- Place the device back in the original box if you still have it. If not, any sturdy box that fits works.
- Hand the parcel to the courier on the agreed day.
- We refund to the original payment method within 5 business days of receipt.
What we ask
The device should be in working order with all included items (stand, cables, eye protection, controller where applicable). We do not expect it to be unused or unopened. A device that has been tried for a fortnight is exactly what we expect to see.
If the device arrives back damaged or with missing accessories, we reserve the right to deduct a reasonable amount for the missing parts, and we will tell you before doing so.
Damaged or defective on arrival
If your Lumora arrives damaged or does not work out of the box, email us within 7 days of delivery with photographs and your order number. We will replace the device or refund in full, your choice, with no need to return the faulty unit first.
After the 30 days
The 30 day guarantee covers a change of mind. After that window, the device is covered by the standard 1 year hardware warranty against manufacturing defects.