Returns & Refunds
We stand behind every device.
No hesitation.
If your RedLumi device is not right for you, returning it is straightforward. Thirty days. No questions beyond the basics. Your investment is protected from the moment your order is placed.
30
Day return window
From the date your order arrives. Plenty of time to try the device and make an informed decision.
0
Restocking fees
We charge nothing to process your return. No hidden deductions, no percentage taken from your refund.
1
Condition required
Original condition with original packaging. The same as it arrived to you.
The return process
How to return your device
01
Contact us within 30 days of receiving your order
Email us with your order number and the reason for your return. We will respond within 1 business day with return instructions and the return address.
support@redlumi.co
Within 30 days of delivery
02
Pack the device in its original packaging
Place the device and all included accessories back into the original box, exactly as they arrived. The device and packaging must be in original, undamaged condition. We recommend using the original outer box for shipping protection.
Original condition required
03
Ship the parcel to us — return shipping is at your cost
We cover outbound shipping on every order. Return shipping is the customer's responsibility. We recommend using a tracked shipping method — we cannot be responsible for parcels lost in transit without tracking confirmation.
Tracked shipping recommended
04
Receive your full refund within 5–7 business days
Once we receive and inspect the returned device, we will process your refund to the original payment method. The full purchase price is refunded — no deductions, no restocking fees. You will receive a confirmation email when the refund is issued.
Full purchase price refunded
Return eligibility
What we accept — and what we cannot
Eligible for return
- Device in original, undamaged condition
- All original accessories included (charging cable, case, manual)
- Original packaging intact and undamaged
- Returned within 30 days of delivery date
- Normal use — trying the device as intended
Not eligible for return
- Returns requested after 30 days from delivery
- Devices with physical damage from misuse or accidents
- Missing accessories or original packaging
- Devices that have been modified or tampered with
- Items purchased from unauthorised third-party resellers
A note on returns
LED therapy results are cumulative — they build over 8 to 12 weeks of consistent use. If you are returning because you have not yet seen results, we encourage you to reach out to our support team first. In many cases, a protocol adjustment produces the improvement you were expecting. We are happy to review your routine before you decide to return.
Common questions
Returns FAQ
How long do I have to return my device?
You have 30 days from the date your order is delivered to initiate a return. Contact us at support@redlumi.co within this window and we will handle the rest.
Who pays for return shipping?
Return shipping is the customer's responsibility. RedLumi covers outbound shipping on all orders — for returns, we ask that you arrange and pay for the return parcel. We strongly recommend using a tracked shipping service, as we cannot process refunds for parcels that are lost without tracking confirmation.
How long does my refund take?
Once we receive and inspect the returned device, we process your refund within 1–2 business days. Depending on your bank or card provider, the funds appear in your account within 5–7 business days after we issue the refund. You will receive a confirmation email when the refund is processed.
Can I exchange for a different device instead of a refund?
Yes — if you would prefer a different device from the RedLumi range, contact support@redlumi.co and we will arrange an exchange. We will guide you on which device is best suited to your specific skin or hair goals, and credit your return toward the new order.
What if my device arrives damaged or faulty?
If your device arrives damaged, this is handled separately from the standard returns process. Contact support@redlumi.co with your order number and photographs of the issue. Faulty devices are replaced or refunded at no cost including return shipping — we cover everything in this case.
Do I need to include the original packaging?
Yes — the device and all original accessories must be returned in the original packaging in undamaged condition. This is required for us to process your return and refund.
I bought from a third-party retailer — can I return to RedLumi?
Returns for purchases made through third-party retailers must be handled through that retailer's own return policy. The RedLumi 30-day return policy applies only to orders placed directly at redlumi.co.
Need help with a return?
We will sort it for you
Our support team responds within 1 business day and will guide you through the return process from start to finish.
