Refund Policy

Order Cancellations 

If you wish to cancel your order please contact us by sending an email to hello@lumaoralcare.com with the subject line "Cancel Order". We automatically process orders and prepare for dispatch as soon as possible so that our customers get their products faster. Once fully processed (usually within 1-2 hours), our products are packaged up ready for dispatch in our fulfilment warehouse. There is no guarantee that we will be able to cancel your order. Orders can be processed in as little as 10 minutes on certain days. If your order has already been processed, we will not be able to cancel your order.

Our policy lasts 30 days. If 30 days have gone by since from receiving your item, unfortunately, we can’t offer you a refund or exchange. 

If the plastic wrap has not been taken off your box and is in an unused condition, we offer a money-back guarantee and you can send this back for a full refund. For all other reasons, due to hygiene, we do not offer refunds on any of our products. If you wish to return an unopened product, please send us an email to hello@lumaoralcare.com with the subject line "Return Order".

If you receive a defect item, please contact us immediately. We will ask you to submit evidence, usually a video to demonstrate the issue with the product. Once evaluated our team has evaluated, a refund may be approved from our team, and a credit will automatically be applied to your original payment method.

Refunds (if applicable) 
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. 

Late or missing refunds (if applicable) 
If you haven’t received a refund yet, first check your bank account again. 
Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at hello@lumaoralcare.com.

Exchanges (if applicable) 
We only replace items if they are defective or damaged. Exchanges are also subject to submitting evidence.

Upon contacting us, we will advise you where to ship our product back. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. Depending on where you live, the time it may take for your exchanged product to reach you may vary. When shipping you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item if a non tracked method was not used. We cannot take responsibility for packages sent to the wrong address upon returning so please check the correct address with our team.