Refund policy
Returns
We want to make you feel confident & comfortable in your purchase, so we made our policy for returns & refunds fairly simple.
- You have 30 days from purchase to initiate a return or refund request.
- Items must be in their original packaging & unused. Items shipped back with obvious signs of use will only be eligible for partial refunds at our discretion.
- We will provide a return label to ship the item back, and once the item has been received & approved by our warehouse, you will receive credit back minus any applicable (upgraded) shipping costs.
- Custom prescriptions are not eligible for a refund.
For more in-depth details, please see below:
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we cannot offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase along with the given RMA #. Should you return your product without the RMA #, you risk forfeiting your return credit.
Please do not send your purchase back to our fulfillment center, doing so will void any chance of a refund.
There are certain situations where only partial refunds are granted (if applicable)
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after purchase.
Free Returns apply to single pair orders only. Multi-pair orders are subject to a $10 restocking fee.
Exchanges
We only replace items if they are defective or damaged. Incorrect prescriptions, orders, and/or fitments do not qualify. If you feel that you qualify for an exchange, please send us an email at hello@lumadux.com.
Shipping a Product Back
To return your product, you must first contact hello@lumadux.com and receive authorization.
All shipping costs are non-refundable. If you receive a refund, the cost of any upgraded shipping options from your original purchase (ex: Standard Shipping Plus / Expedited).
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
Cancellations
You may be eligible to cancel your order if it has not entered the processing phase. Order cancellations are not valid once an order has been processed or shipped. There are no exceptions to this policy.
Any valid cancellations are subject to a cancellation fee due to payment processing.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late / Missing Refunds
If you haven’t received a refund yet, please contact us at hello@lumadux.com.
Order Delays
We take every step possible to alert our customers about potential delivery delays, both before and after the purchase process. We will do our best to make things right, however, please note that order delays do not qualify for refunds.
Lost / Stolen Items
If you believe your order may have been lost in transit, please contact us at hello@lumadux.com. We will not be held responsible for "stolen" or "missing" items that have been confirmed delivered by courier services.
Wrong Addresses
It is up to the consumer to properly enter their correct shipping address. We will not be held responsible for lost product in transit due to incorrect addresses, courier error, moving, or any similar concept.
Damaged Goods
We carefully package all of our items to reduce any chance of damage in transit. If you believe your order has been damaged in transit, please contact us at hello@lumadux.com.
Lens Strength Exchanges
Customers must take the proper precautions to order their correct strength. Due to the subjective nature of prescription glasses, we will not be held liable for incorrect strengths, fitments, or orders.
Wear & Tear
Our glasses are manufactured to the highest standards and pass rigorous quality control before being shipped out. Upon receiving your order, it is up to the consumer to verify a satisfactory, acceptable condition. Any damage that occurs thereafter whether accidental in nature or through usage is not warrantied.
Warranty
Lumadux glasses come standard with a one-year warranty against manufacturing defects. The warranty includes defects in materials, workmanship, coatings, and cracks. Manufacturing defects do not include scratched lenses, normal wear and tear, improper cleaning, dislodged lenses, loose nose pads, or exposure to excessive heat.