Refund Policy
Effective October 29, 2026
We want you to feel confident with every purchase. If you’re not satisfied, here’s how refunds work at Lumen.
- Return window: You may request a refund within 30 days of delivery.
- Condition: Items must be unused, in their original packaging, and in saleable condition. Please include your order number with the return.
- Defective or incorrect items: If an item arrives defective or we sent the wrong product, contact us right away. We will cover return shipping for defective or incorrect orders and offer a full refund or replacement.
- Non-refundable items: Gift cards, downloadable products, and final sale items cannot be refunded.
How to start a return
- Contact us through the Contact page with your order number and reason for return.
- We’ll reply with return instructions and a return authorization if required.
- Ship the item following the instructions we provide.
After we receive and inspect the return, we will process your refund to the original payment method. Refunds are typically completed within 7 business days after inspection. If the original payment method is unavailable, we may issue store credit.
Return shipping costs
- Customers are responsible for return shipping unless the return is due to a defect or our error. If we cover return shipping, we’ll provide a prepaid label or reimburse your postage according to the instructions we provide.
If you have questions or need help, please use our Contact page and include your order number so we can assist quickly.