30-Day Money-Back Guarantee
We stand behind LumoSmile completely. If you use our strips consistently for 30 days and are not satisfied with your results, contact us and we will issue a full refund of the purchase price — no questions asked.
This guarantee applies to all first-time purchases. To be eligible, you must have used the product as directed for a minimum of 14 days.
How to Request a Refund
- Email us at hello@shoplumosmile.com with the subject line "Refund Request"
- Include your order number (found in your confirmation email)
- Briefly describe your experience and why you're requesting a refund
- You do not need to return the product
We will process your refund within 3–5 business days of receiving your request. Refunds are issued to the original payment method.
Damaged or Defective Products
If your order arrives damaged or defective, please contact us within 7 days of delivery at hello@shoplumosmile.com with:
- Your order number
- A photo of the damaged product or packaging
We will send a replacement immediately at no cost to you. You do not need to return the damaged item.
Wrong Item Received
If you received the wrong item, contact us within 7 days of delivery and we'll ship the correct item immediately with expedited shipping — at no additional cost.
Order Cancellations
Orders can be cancelled within 2 hours of placement. After that, your order will have entered our fulfilment process and cannot be cancelled. Once you receive your order, our standard refund policy applies.
To cancel within the 2-hour window, email hello@shoplumosmile.com immediately with your order number and "CANCEL ORDER" in the subject line.
Non-Refundable Items
- Orders that have been used beyond the first 14 days without contacting us
- Items purchased from third-party retailers (please contact the retailer directly)
- Digital products or downloadable content
Refund Timeline
Once your refund is processed, please allow the following time for funds to appear:
- Credit/Debit cards: 3–7 business days
- PayPal: 1–3 business days
- Shop Pay / Affirm: 5–10 business days
Questions?
If you have any questions about our refund policy, please contact us at hello@shoplumosmile.com. Our team is happy to help.