This policy sets out the return and refund conditions referred to in section 6 of our Terms of Service. It applies to all orders placed with Luma Wellness Group Inc.
Overview
Our return window is 30 days from the delivery date. Requests made after 30 days cannot be accepted.
Because we supply research materials whose integrity depends on an unbroken cold chain and intact packaging, eligibility is narrower than for consumer goods:
- Unopened products in their original, undamaged, factory-sealed packaging may be returned within 30 days of delivery for a full refund of the purchase price.
- Opened or reconstituted products cannot be returned or refunded under any circumstances. Once a vial seal is broken, chain of custody and stability can no longer be verified.
- Damaged or defective products will be replaced at no cost, or refunded in full at our discretion, provided the issue is reported within 7 days of delivery.
Proof of purchase is required for every return. Do not send any product back to us before receiving a return authorisation.
How to start a return
- Email info@lumawellnessgrp.com with your order number and the reason for the return.
- For damaged or defective items, include photographs of the outer packaging, the shipping label and the affected vials.
- We will confirm eligibility and issue a return authorisation number and the return address.
- Ship the product back with the authorisation number visible on the outside of the parcel.
Refunds
Once your return arrives and has been inspected, we will email you to confirm receipt and to tell you whether the refund has been approved. Approved refunds are issued to the original payment method within 5 to 10 business days. Depending on your bank or card issuer, it may take a further billing cycle for the credit to appear on your statement.
If a refund has been confirmed by us but has not reached you after 10 business days, contact your bank or card issuer first, then email info@lumawellnessgrp.com and we will trace it.
Return shipping
For damaged or defective items, we cover return shipping. For all other approved returns, return shipping is the buyer’s responsibility and original shipping charges are non-refundable. We recommend a trackable service, as we cannot issue a refund for a return we do not receive.
Cancellations
Orders may be cancelled for a full refund at any point before they are dispatched. Once a parcel has been handed to the carrier the order is treated as delivered for the purposes of this policy.
Luma Wellness Group Inc. also reserves the right to cancel and refund any order where research credentials or institutional affiliation cannot be satisfactorily verified, as set out in section 2 of the Terms of Service.
Need help?
Email info@lumawellnessgrp.com with any question about a return, a replacement or a refund.