Refund policy

Refund and Return Policy

Last updated: November 1, 2025

At LumiPaw, we are committed to providing pain relief products that truly work. Because we believe in the effectiveness of our devices, we offer a 90-Day Money-Back Guarantee on eligible products.

If more than 90 days have passed since your order was delivered, we are unfortunately unable to offer a refund or replacement.

1. How to Contact Us

Our customer support team responds within 24 hours during business hours (Mon–Fri, 9:00 AM–5:00 PM CET).

Email: info@getlumipaw.com

When reaching out, please include:

  • Your full name and order number

  • The issue or concern

  • The date of purchase

 

⚠️ Note: Some third-party sites impersonate LumiPaw™. If we cannot locate your order number, it may have been placed with an unauthorized seller. Only orders placed on getlumipaw.com are eligible for our guarantee.

 

2. Return Eligibility

You are eligible for a return under the 90-day guarantee if:

  • The product is a physical LumiPaw device purchased directly from our website.

  • The product is in good physical condition (not broken, burned, or missing parts).

  • You contact us within 90 days of delivery to request a return authorization.

Non-returnable items include:

  • Patches, gels, dietary supplements, or consumables

  • Free gifts, accessories, or promotional items

  • Digital warranties or extended service plans

3. How to Initiate a Return

  1. Email info@getlumipaw.com to request a Return Merchandise Authorization (RMA).

  2. Follow the instructions provided by our support specialist.

  3. Once approved, you will receive a confirmation email with the return address and shipping instructions.

Important: Do not return any product without an approved RMA, as our warehouse cannot process unauthorized packages.

4. Return Shipping Costs

  • Customers are responsible for return shipping costs.

  • We do not provide prepaid return labels.

  • Please ship via a trackable method and retain proof of delivery.

  • Shipping costs are non-refundable.

  • We recommend including all manuals and accessories with your return.

Please note: Customers outside the European Union may be responsible for any applicable customs duties or import fees on returned items.

5. Damaged or Defective Items

Please inspect your order upon delivery and notify us within 7 days if:

  • The product is damaged,

  • Defective, or

  • You received the wrong item.

Email info@getlumipaw.com with clear photos and videos of the issue.

Once validated, we will offer one of the following:

  • A replacement unit (you cover shipping costs, we cover the item), or

  • A refund, as applicable.

6. Refund Process and Timelines

After receiving and inspecting your return:

  • Inspection takes 2–3 business days.

  • Approved refunds are processed within 5–7 business days to your original payment method.

  • Your bank or credit card provider may take additional time to credit the amount.

You will receive an email confirmation once your refund has been issued.

7. Lost or Stolen Packages

LumiPaw is not responsible for packages confirmed as delivered to the address provided at checkout. If you believe your package is lost or stolen:

  1. Contact your carrier or local postal service (e.g., USPS, FedEx, DHL, or UPS) to file a claim.

  2. Notify us at info@getlumipaw.com and we will assist you in the process.

We cannot guarantee a full refund or replacement for lost or stolen items, but we will do our best to help.

8. Exchanges

We do not offer direct exchanges. If you would like a different product, please initiate a return (if eligible) and place a new order.

9. Contact Information

For any refund or replacement requests:

LumiPaw Email: info@getlumipaw.com

10. Thank You

We appreciate your trust in LumiPaw and are committed to helping you relieve pain and improve your mobility with confidence.