Returns & refunds
Changed your mind? No problem, and no questions asked. Here's how it works.
Your 14-day right to cancel
You have 14 days from the day after your device arrives to tell us you'd like to cancel, without giving a reason. This is your statutory right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Customers in the Netherlands, Belgium, Germany and France have the same 14-day right under EU consumer law.
Once you've told us, you then have another 14 days to get the device back to us.
How to return something
- Email alaindesmit893@gmail.com with your order number and let us know you'd like to return. You can also use the cancellation form at the bottom of this page — but a plain email is just as valid.
- We'll send you a prepaid return label within one working day.
- Pack the device up — the original box is ideal — and drop the parcel off at the collection point on the label.
What it costs you
Nothing. We cover the return postage, and we refund the standard delivery cost of your original order as well. If you paid for a faster delivery option, we refund the standard rate.
Getting your money back
We refund you within 14 days of receiving the device back, or of you showing us proof that you've posted it — whichever comes first. The refund goes back to the card or account you paid with. We never charge a restocking or admin fee.
Trying the device out
You're very welcome to unbox it, put it on and run a few sessions — that's the only way to know whether it suits you. If the device comes back with damage or wear beyond what's needed to work out how it functions, we may deduct that loss in value from your refund. In practice this almost never happens.
If your device is faulty
That's a different right, and a stronger one. Under the Consumer Rights Act 2015 your device must be of satisfactory quality, fit for purpose and as described.
- Within 30 days of delivery you can reject a faulty device outright and get a full refund.
- After 30 days we'll repair or replace it. If that doesn't fix things, you're entitled to a refund.
- Return postage on a faulty device is always on us.
Hardware warranty
On top of your legal rights, every device carries a manufacturer's hardware warranty: 12 months on the Blue and 24 months on the Rouge, from the delivery date. The warranty covers manufacturing and material defects; it doesn't cover drops, liquid damage or normal wear.
Cancelling before it ships
Email us as soon as you can. If the parcel hasn't left our warehouse we'll cancel it on the spot and refund you in full.
Model cancellation form
Complete and return this form only if you wish to withdraw from the contract. To: Lumora, 4 Hattersley Court, Ormskirk L39 2AY, United Kingdom — alaindesmit893@gmail.com
I hereby give notice that I cancel my contract of sale for the following goods:
- Ordered on / received on:
- Order number:
- Name:
- Address:
- Date:
Complaints
If you're not happy with how we've handled a return, email us and we'll look at it again. You can also contact Citizens Advice in the UK, or your national European Consumer Centre if you're in the EU, for free independent advice.