Returns & Satisfaction Guarantee
At Luminate Therapy Lights, we are committed to ensuring your satisfaction. If you are not fully satisfied with your purchase, we offer a 60-day trial period. You can return the product for a refund, subject to the conditions outlined below.
60-Day Return Policy
You may return your product within 60 days of the delivery date for a refund, provided the product is in good condition and free from any visible damage. The item must be returned in its original packaging, including all accessories. A 10% restocking fee will be applied to all returned items. The customer is responsible for the return shipping fees.
Please note that stands and accessories sold separately are not eligible for return.
Important (Lumi Stands – Pneumatic & Vertical)
Lumi Stands are designed and sold exclusively for use with our Lumi Panels. If you purchase a Lumi Stand without a Lumi Panel or intend to use it with a non-Luminate Therapy Lights panel, the stand is not eligible for return. If a Lumi Stand is defective upon delivery or was purchased together with an official Lumi Panel, it is still covered under our 60-Day Return Policy and standard warranty.
How to Start a Return
To initiate a return within the 60-day period, contact us at support@luminatetherapylights.com.au. We will provide instructions on how to proceed. Ensure that the product is securely packed for return. If the product is received in damaged condition or missing components, the return may be refused, or additional fees may apply.
Processing Your Refund
Once we receive your return and inspect the item for damage or missing parts, we will notify you via email. If approved, the refund will be processed back to your original payment method. Refunds typically take 5–10 business days depending on your financial institution.
Warranty & Exchange Policy
We offer a 3-year warranty on our products. If your product malfunctions within 3 years from the date of purchase, we will assess the issue and either repair or replace the item. The warranty does not cover customer-inflicted damage, including damage from improper use or assembly.
In the case of receiving a defective product, we will exchange it for the same model. Please contact us at support@luminatetherapylights.com.au to arrange the exchange.
Responsibility for Return Shipping
Return shipping costs are the responsibility of the customer and are non-refundable. In cases of approved refunds, the shipping fees will be deducted from the refund total. We recommend using a shipping method with tracking to ensure the safe return of your item.
Additional Notes
- If the returned product arrives in unsellable condition or without its original packaging and accessories, the shipment will be refused and returned to the sender.
- International shipping charges are non-refundable.
- Items returned without prior authorization may not be processed, so please ensure to contact us before sending the product back.
For any further questions or to begin a return, contact us at support@luminatetherapylights.com.au.