Refund policy
Returns, Refunds & Warranty
We want you to love your Lumnae. Here is everything you need to know, in plain words. Any question before you order? Our team is happy to help at contact@lumnae.com.
At a glance
| Product | Change of mind | Warranty |
|---|---|---|
| LED Masks | 30 days, unopened | 2 years |
| Red Light Panels (ONE, PLUS, PRO) | 14 days, unopened | 3 years |
| Motorized Stand | 14 days, unassembled | 2 years |
| Other stands and accessories | 14 days, unassembled | Manufacturing defects on arrival |
Damaged, faulty or wrong item? We replace it free of charge. See below.
1. Cancelling an order
You can cancel free of charge until your order has been shipped. Just email us with your order number.
2. Changed your mind?
You can return an item within the period shown above, counted from the day you receive it, if it is:
- Unused and unopened, and for stands, not assembled
- In its original packaging, with all accessories and cables
- In the same condition as received
- Bought on lumnae.com, with your order number
For hygiene and safety reasons, we cannot accept opened, used or assembled items. Promotional gifts cannot be returned.
Costs for a change of mind:
- Return shipping is at your expense. Panels and stands are collected by our delivery partner, and the collection fee is at your expense.
- Outside the UAE, any customs, duties or VAT on the return are also at your expense.
- A 5% processing fee is deducted from the refund.
- Returned stands carry a 20% restocking fee.
- Original delivery charges, if any, and motorized stand installation fees, once the installation is done, are not refunded.
How to return: email contact@lumnae.com with your order number. We will send you the return instructions. Items sent back without our confirmation, or that do not meet these conditions, may be refused.
3. A problem on arrival?
Please check your order as soon as it arrives, and contact us:
- within 48 hours if it is damaged, if a part is missing, or if you received the wrong item
- within 7 days if your device does not work properly
Send us your order number, a few photos and a short video. Once confirmed, we replace the item or send the missing part free of charge, including all shipping costs. No fees apply.
4. Your warranty
Your warranty starts on the day you receive your device and covers manufacturing defects and component failure under normal home use, such as LED failure, faulty electrical components, or a faulty power cable or adapter supplied by Lumnae.
What we do
LED Masks (2 years): if your mask develops a covered fault, we replace it free of charge. We may ask you to send back the faulty mask.
Red Light Panels (3 years) and Motorized Stand (2 years): we repair or replace your device free of charge. If neither is possible, we refund you.
| Shipping | Who pays |
|---|---|
| First 180 days | We cover all shipping, both ways |
| After 180 days | You send the device to our service centre in Dubai, we cover the return to you |
Repairs are handled by our team in the UAE. A replacement device is covered for the rest of your original warranty period.
How to make a claim
- Email contact@lumnae.com with your order number, a short description and a video of the issue.
- We review it remotely and send you the next steps, usually within 2 business days.
- We replace or repair your device as described above. Warranty service does not include home visits.
Who is covered
The original buyer, with proof of purchase from lumnae.com or an authorised Lumnae partner. If your Lumnae was a gift, the warranty follows the order confirmation or invoice.
What the warranty does not cover
- Accidents, drops, liquid exposure, and loss or theft
- Use that does not follow the user guide, including use outdoors or in a sauna, steam room or humid space
- Incorrect installation, cleaning, storage or transport
- Damage from power surges, wrong voltage or a power supply not supplied by Lumnae
- Normal wear, and scratches or marks that do not affect how the device works
- Professional use in gyms, spas or clinics, unless agreed in writing at purchase
The warranty ends if the device has been opened, taken apart, modified or repaired by anyone other than Lumnae, or if its serial number has been removed. Lumnae is not responsible for any damage or injury caused by a device used in these conditions.
If a fault is not covered, we will send you a quote for the repair. Nothing is done without your approval.
5. Refunds
- Once we receive and check your return, we confirm the refund by email.
- The refund is sent within 7 to 14 business days to your original payment method. For Tabby or Tamara, it goes through your payment provider.
- Faulty, damaged or wrong items are refunded in full, with no fees.
6. Good to know
- Electrical setup: Lumnae panels run on 220 to 240V with a UAE plug. Please make sure your installation matches the product specifications. We are not responsible for electrical work or for damage caused by an unsuitable power supply.
- Returns and warranty are separate: the return period is for a change of mind, the warranty is for defects.
- Liability: Lumnae is not liable for indirect losses resulting from the use of, or the inability to use, a device.
- Your rights: this policy does not limit your rights under UAE consumer protection law.
Questions? Write to us at contact@lumnae.com. We are happy to help.