Refund policy

Last updated: October 6, 2026

Our 60-day money-back guarantee

We want you to feel confident shopping with Lumen & Lull. You can request a return within 60 days of delivery for a refund, provided your item is returned in brand-new, unused condition. This is a return guarantee, not a trial period for used or installed products.

Return condition

For a change-of-mind return, the item must be unused, uninstalled, unmodified, and free from damage or signs of wear. Include the original packaging, accessories, manuals, and all parts supplied with the item. Please provide your order number or other proof of purchase.

These condition requirements do not limit your rights or our responsibility when an item arrives damaged, defective, or incorrect.

How to start a return

Email contact@lumenlull.com within 60 days of delivery. Include your order number, the item you want to return, and the reason for your request.
We will confirm eligibility and provide return instructions and the correct return address. Please contact us before sending anything back so we can route and track your return.
Pack the item securely with all included parts and accessories. Use a tracked shipping service and keep your proof of shipment. Follow the return instructions and send the item back promptly.

The return address will be provided with your return instructions. Please do not send returns to an address on a parcel without checking with us first.

Return shipping and fees

For change-of-mind returns, you are responsible for return shipping costs. Original shipping charges are not refunded for change-of-mind returns, except where required by law. We do not charge a restocking fee.

If we sent the wrong item, or your item arrives damaged or defective, contact us and we will arrange the appropriate solution and cover necessary return shipping costs. We will not ask you to pay to correct an error we made.

Damaged, defective, or incorrect items

Inspect your order when it arrives. If there is a problem, email us with your order number and a description of the issue. Photos of the item and packaging can help us resolve it faster. We will work with you on a replacement, repair, or refund as appropriate and required by law. Do not use a product that appears unsafe or damaged.

Refunds

When your return arrives, we will inspect it and email you the outcome. We aim to complete the inspection within 5 business days of receipt. Approved refunds cover the price paid for the returned item and applicable taxes, and are issued to the original payment method. Shipping charges are handled as described above.

After a refund is issued, your bank or payment provider may take up to 10 business days to show it in your account. If you have not received an approved refund after that time, contact us so we can check its status.

If a change-of-mind return does not meet the stated condition requirements, we will explain the issue and discuss the available options with you before taking further action.

Exchanges and order cancellations

For an exchange, contact us first so we can check availability and explain the next steps. If you need to cancel an order, contact us as soon as possible. We will try to help before it is processed or shipped. If it has already shipped, the return process applies.

Your consumer rights

This voluntary guarantee is in addition to any rights you have under applicable consumer protection law. It does not remove or restrict rights relating to faulty goods, inaccurate descriptions, non-delivery, or any other remedy that cannot legally be excluded. Where the law requires a different outcome, we will follow it.