Refund policy

At LUMEN we stand behind the quality of every mask we ship. Because our product is an electronic device used directly on the skin, and for reasons of hygiene and safety, this policy explains exactly when a refund or replacement is available. Please read it before ordering — placing an order means you accept these terms.

1. Eligibility window. Requests must be submitted within 7 days of the delivery date shown by the carrier's tracking. This is the window for our standard defect-resolution process.

2. What is covered. We accept claims only for a genuine manufacturing defect — for example: the device does not power on, one or more light modes do not work, the battery will not charge or hold a charge, or the item arrived physically damaged (broken casing, torn silicone) on delivery.

3. What is NOT covered. We do not offer refunds, returns or exchanges for: change of mind, no longer wanting the product, or personal preference; not achieving expected or hoped-for cosmetic results (results vary from person to person); ordering the wrong item or quantity; damage caused by misuse, drops, water exposure, unauthorized repair, or normal wear and tear.

4. Proof required. Before any decision, you must send clear photos and/or a short video demonstrating the defect, together with your order number, so we can verify the claim. Claims without supporting evidence cannot be processed.

5. How to claim. Email lumen.mask.shop@gmail.com within the 7-day window with (a) your order number and (b) your photo/video evidence. We review every claim within 1–2 business days. Please do not ship anything back unless we ask you to and provide instructions.

6. Remedy for a confirmed defect. If we confirm a manufacturing defect, we will, at our option and at no cost to you, provide a free replacement or a full refund to your original payment method. We choose the remedy that resolves the issue fastest; where applicable law requires a specific remedy, that remedy applies. Approved refunds are issued within 5–10 business days, depending on your bank or card issuer.

7. Your legal rights (important). Nothing in this policy removes or reduces the rights you have under applicable consumer protection law, including the legal warranty under the Consumer Protection Act (Quebec) and the Sale of Goods legislation of other Canadian provinces, which guarantees that goods are fit for their intended use and durable for a reasonable time. Those statutory rights are not limited by the 7-day window above. Quebec customers also keep any distance-contract cancellation rights (e.g., if an order is not delivered within 30 days) and all customers keep their right to dispute a charge with their card issuer.