Return Policy

Last updated: 11 September 2026

We would rather you keep a product you are happy with than argue about one you are not. This policy sets out exactly how returns, refunds, exchanges and warranty claims work at LUME, and what you can expect from us at each step.

The short version: 30 days to change your mind, from the day your order is delivered. Return shipping is free within the United States. Refunds go back to your original payment method within 5–10 business days of us receiving the return.

1. Your 30-day risk-free window

You may return any LUME product within 30 days of delivery, for any reason at all — including simply not getting on with it. You do not need to justify the return.

To be accepted, the returned item must be:

• In resaleable condition — used is fine, damaged through misuse is not;
• Complete, with the charging station, USB-C cable and documentation; and
• In its original packaging, or packaging that protects it equally well in transit.

This 30-day window is a commercial guarantee offered by LUME. It is offered in addition to, and does not affect, any statutory rights you have under consumer law in your country — including the 14-day right of withdrawal for consumers in the EU and UK.

2. How to start a return

1. Email info@lumestore.site, or use our contact form, with your order number (it looks like #1001) and a one-line reason. The reason is for our product team, not a condition of the refund.
2. We will reply within one business day with a Return Merchandise Authorisation (RMA) number and return instructions. For US orders we will include a prepaid return label.
3. Pack the item, write the RMA number clearly on the outside of the parcel, and send it back.
4. We will email you when the return arrives and again when the refund is issued.

Please do not send anything back without an RMA number. Unannounced returns cannot be matched to an order, which delays the refund and sometimes prevents it entirely.

3. Return shipping costs

Situation	Who pays return shipping
Change of mind — United States	LUME — prepaid label provided
Change of mind — international	Customer, unless local consumer law says otherwise
Item arrived damaged	LUME
Item is faulty or not as described	LUME
Wrong item sent	LUME
Warranty claim within 24 months	LUME

We do not charge restocking fees.

4. Refunds

Once your return is received and inspected — usually within 2 business days of arrival — we issue the refund.

• Refunds are made to the original payment method only. We cannot refund to a different card, account or person.
• Because Verifone (2Checkout) is our merchant of record, the refund is issued through their systems and will appear on your statement against the original 2CO.COM*LUME charge.
• Allow 5–10 business days from the date we issue the refund for it to appear. The exact timing is set by your bank or card issuer, not by us.
• Original shipping charges are refunded in full where the return is due to a fault, damage or our error. For change-of-mind returns, any shipping you paid at checkout is non-refundable.

5. Damaged, faulty or incorrect items

If your order arrives damaged, faulty or is not what you ordered, contact us within 7 days of delivery with your order number and a photograph or short video showing the problem.

We will ship a replacement immediately — we do not wait for the faulty unit to come back first. If you would rather have a refund than a replacement, say so and we will do that instead. Either way, return shipping is on us.

6. 24-month limited warranty

Every LUME Halo carries a 24-month limited warranty from the date of delivery, covering defects in materials and workmanship under normal use.

What is covered

• Charging coils that stop delivering their rated output;
• Failure of the ambient light module or its controls;
• Failure of the tilting phone disc or the Type-C access lid under normal use;
• Manufacturing defects in the housing, magnets or contact surfaces;
• Faults in the supplied cable.

What is not covered

• Cosmetic wear — scratches, scuffs and finish fading from normal use;
• Damage from liquid ingress, drops, crushing or fire;
• Damage caused by a non-compliant third-party power adapter;
• Units that have been opened, modified or repaired by anyone other than LUME or an authorised partner;
• Damage caused by use outside the stated operating range of 0°C to 40°C;
• Products bought from a seller other than LUME or an authorised reseller.

To make a warranty claim, contact support with your order number and a description of the fault. We will repair or replace the unit at our discretion, or refund it if neither is practical. Warranty service does not extend the original 24-month period.

7. Items that cannot be returned

• Gift cards;
• Items marked “final sale” at the time of purchase;
• Items returned more than 30 days after delivery, other than valid warranty claims;
• Items damaged by misuse, accident or unauthorised modification.

8. Cancelling an order before it ships

Contact us as soon as possible. If the order has not yet been picked, we will cancel it and refund you in full, usually the same business day. Once a shipping label has been generated we cannot recall the parcel, but you can refuse delivery or return it under the 30-day policy.

9. Lost or undelivered parcels

If tracking shows no movement for more than 7 business days, or shows delivery to an address that is not yours, contact us. We will open an investigation with the carrier. Where a parcel is confirmed lost in transit, we will reship or refund at your choice, at no cost to you.

Parcels marked as delivered but not found are usually with a neighbour, in a safe place, or at a local depot. We will help you trace it — and if it cannot be located, we will resolve it with you rather than leave you out of pocket.

10. A word about chargebacks

If you do not recognise a charge from 2CO.COM*LUME, that is our order under our merchant of record, Verifone (2Checkout). Please email us before contacting your bank.

We can identify the order and refund it, usually the same business day. A chargeback takes weeks to resolve, freezes the funds while it runs, and produces a worse outcome for you than simply asking us. We have never refused a legitimate refund and we do not intend to start.

11. Contact

LUME
Returns address: issued with your RMA — please do not send a return before requesting one, as unannounced parcels cannot be matched to an order.
Email: info@lumestore.site
Support: Contact us · Track your order