Refund policy

Refund & Return Policy for LumiSmile Labs

Last Updated: 2026

At LumiSmile Labs, your satisfaction and safety are our top priorities. We stand behind the quality of our products and are here to help if things don’t go as planned. This policy outlines the conditions and process for returns and refunds.

1. Return Window

We have a 30-day return policy, giving you 30 days after receiving your order to request a return.

2. Return Eligibility

  • Damaged or Incorrect Items: If the product you receive is defective (e.g., the LED light does not turn on), damaged in transit, or is not the item you ordered, please contact us immediately. We will work with you to make it right.

  • General Returns (Change of Mind): To be eligible for a return, your item must be in the exact same condition that you received it: unopened, unused, with all original factory seals intact, and in its original packaging.

Crucially, due to the health and hygienic nature of our products, we absolutely cannot accept returns on any item that has been opened, used, or has had its hygiene seal broken.

3. How to Initiate a Return

To start a return, you must contact us first at info@lumismilelabs.com.

In your email, please include:

  1. Your Order Number.

  2. A brief description of the issue.

  3. For damaged or defective items, please attach a photo or short video showing the problem. This is required to help us resolve the issue quickly.

If your return is accepted, we will provide you with detailed instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted or refunded.

Please note: For general "change of mind" returns, the customer is responsible for covering the cost of return shipping.

4. Refunds

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. If approved, you will be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.

5. Non-Returnable Items

  • Opened or used products.

  • "Gel Refill" packs where the packaging has been opened.

  • Items marked as "Final Sale".

  • Gift cards.

We are committed to being a brand you can trust. If you have any questions about our policy or a specific issue with your order, please do not hesitate to contact us at info@lumismilelabs.com.