Refund policy
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Refund & Returns Policy
We want every customer to be happy with their LUMÈN. This policy explains how our 90-night satisfaction guarantee works, what happens if your item arrives faulty or damaged, and your options if you change your mind. It applies to orders placed on lumensmooth.com and operated by MAMASAMBA BALDE, trading as "LUMÈN" ("we", "us", "our").
1. Our 90-night satisfaction guarantee
Try LUMÈN for 90 nights. If you're not happy, we'll refund you in full — and you keep the device.
We're confident enough in LUMÈN that we don't want you shipping anything back. If, after using the device as directed for a fair trial during the first 90 nights, you're not satisfied with your experience or results, contact us and we'll process a full refund of your purchase price. You keep the LUMÈN device and any bonuses that came with it.
- Email care@lumensmooth.com within 90 days of delivery to make a claim.
- Please include your order number and a short note about your experience. We may ask a few questions to help you get better results before processing the refund, and to confirm eligibility.
- The guarantee applies to the original purchaser only, is limited to one device per household, and covers the price you paid.
- The guarantee is offered in addition to your legal rights and does not affect them.
2. Faulty, damaged or incorrect items
If your item arrives faulty, damaged, or is not what you ordered, contact us within a reasonable time of delivery and we'll make it right — usually by sending a replacement at no cost to you. Please include photos of the item and any packaging damage so we can resolve it quickly. We'll assess each case individually; where a return is genuinely necessary, we'll arrange and cover it ourselves rather than asking you to ship the item back at your own expense.
3. Change of mind (30-day window)
Because our 90-night guarantee already covers you if the device doesn't work for you, we don't operate a general change-of-mind returns program for used items. If you change your mind about an unopened, unused order within 30 days of delivery and would like to cancel, email support@lumensmooth.com and we'll help. We may offer either a partial refund without a return, or return instructions where practical — we'll agree the option with you before you send anything back. For hygiene reasons, opened or used items cannot be returned for a change-of-mind refund; use the 90-night guarantee instead.
4. Refunds — how they're processed
Once your claim is approved, we refund to your original payment method within [5–13] business days. Depending on your bank or payment provider, it may take a little longer to appear on your statement.
5. Non-refundable situations
- Damage caused by misuse, dropping, or use contrary to the instructions.
- Requests made outside the 90-day guarantee window.
- Orders placed under an obvious pricing or descriptive error, which we may cancel and refund at our discretion.
- Fraudulent or duplicate claims.
6. Your statutory rights
Nothing in this policy limits any consumer-protection rights you have under the laws of your country or US state of residence.
7. Contact
For any refund, guarantee, or warranty request: support@lumensmooth.com. We reply within 1 business day.
This document is a general template provided for convenience and is not legal advice. Please have it reviewed by a qualified professional before relying on it.