Return & Refund Policy

This Refund Policy describes how Lumigow ("Lumigow", "Company", "we", "us", "our") handles returns, refunds, and exchanges for products purchased through https://lumigow.com/ (the "Site"). This Refund Policy forms part of our Terms of Service and should be read alongside them.

By placing an order through the Site, you agree to the terms set out in this Refund Policy.

We reserve the right to update, change, or replace any part of this Refund Policy by posting updates to this page. It is your responsibility to check this page periodically for changes. Your continued use of the Site following the posting of any changes constitutes acceptance of those changes.

Section 1: 30 Day Money Back Guarantee

Lumigow stands behind the quality of our products with a 30-day money back guarantee. If your product has a genuine issue covered by this Refund Policy, we will work with you to make it right through a replacement or refund.

Refund requests must be submitted within 30 days of the confirmed delivery date. Requests submitted after this 30-day period are not eligible and will not be approved.

Section 2: Eligible Reasons for Refund or Replacement

We will issue a refund or replacement in the following circumstances:

  • Product defect: Manufacturing faults, broken components, or faulty locking mechanisms.
  • Damaged in shipping: The product arrived broken, damaged, or unusable.
  • Wrong item sent: We shipped the incorrect product.
  • Does not function as described: The product does not perform the core function described on the product page.
  • Does not fit your vehicle: Our products are designed to fit the vast majority of vehicles. In the rare case the product does not fit your specific vehicle and cannot be made to fit, you may request a refund under our Fit Guarantee (see Section 10).

Section 3 - Items Not Eligible for Refund

The following are not eligible for refund or return:

  • Products damaged through misuse, neglect, modification, or accident.
  • Products showing significant wear from use beyond reasonable fit testing.
  • Products returned without original packaging, keys, or accessories where applicable.
  • Products purchased from unauthorised resellers or third-party marketplaces.
  • For discounted products, the refund and exchange policy does not apply.
  • Digital products, gift cards, or downloadable content.
  • Products purchased outside the 30 day refund window.
  • Change of mind, buyer's remorse, or any reason not listed in Section 2.
  • Shipping and handling fees, which are non-refundable except where the return is the result of our error (defective product, damaged in shipping, or wrong item sent).

Section 4 - Condition Requirements for Returns

To qualify for a refund or replacement, the following conditions must be met:

  • The refund request must be submitted within 30 days of the confirmed delivery date.
  • The product must be unused, or used only for the purpose of testing fit on your vehicle.
  • All original packaging, keys, accessories, and documentation must be included.
  • You must provide proof of purchase, such as your order number or order confirmation email.
  • The reason for return must fall within the eligible categories set out in Section 2.

Lumigow reserves the right to inspect returned products and refuse refunds or replacements where the conditions above have not been met.

Section 5 - How to Request a Refund or Replacement

To request a refund or replacement, please follow the steps below:

Step 1. Email support.lumigow@gmail.com with the following information:

  • Your order number.

  • A clear description of the issue.

  • Clear photographs or video evidence where the issue is a defect, damage, or wrong item.

  • Your vehicle make, model, and year where the issue is a fit concern.

Step 2. Our support team will review your request and respond within 1 to 2 business days.

Step 3. If your request is approved, we will provide written return instructions, including the return address and any required reference numbers. Products returned without prior approval will not be accepted.

Step 4. Ship the product back to the address provided. Return shipping costs are determined in accordance with Section 6.

Step 5. Once we receive and inspect the returned product, we will process your refund or dispatch your replacement in accordance with Section 7.

Section 6 - Return Shipping Costs

  • Customer pays return shipping where the return is the result of a fit issue, customer error, or any other reason not caused by Lumigow.
  • Lumigow pays return shipping where the return is the result of a product defect, damage in shipping, or a wrong item being sent.
  • Customers are required to use a tracked shipping service when returning products. Lumigow is not responsible for return shipments that are lost, damaged, or undelivered in transit.
  • Original outbound shipping costs, where charged, are non-refundable except where the return is the result of our error.

Section 7 - Refund Processing and Timeline

  • Initial response to your refund request: within 1 to 2 business days.
  • Inspection of returned product after we receive it: within 2 business days.
  • Refund processed to your original payment method: within 5 to 10 business days after inspection.
  • Depending on your bank or card issuer, it may take an additional 3 to 10 business days for the refund to appear on your statement.
  • Refunds are issued in United States Dollars (USD) to the original payment method used at the time of purchase. Any difference between the USD amount refunded and the local currency amount you originally paid, caused by exchange rate fluctuations or fees charged by your bank or card issuer, is not the responsibility of Lumigow.
  • Original outbound shipping fees, where applicable, are not included in the refund amount unless the return is the result of our error.

Section 8 - Exchanges

Defective or damaged products will be replaced with the same product at no additional cost. We do not offer exchanges for different products, sizes, colors, or models.

To request an exchange for a defective or damaged product, follow the process set out in Section 5 and include photographs of the defect or damage. Once approved, we will dispatch a replacement using expedited shipping where reasonably possible.

Section 9 - Damaged or Defective Products

If your product arrives damaged or is defective on arrival, please contact us at support.lumigow@gmail.com within 7 days of delivery with:

  • Your order number.
  • Clear photographs of the damaged packaging where applicable.
  • Clear photographs or video of the damaged or defective product.
  • A description of the issue.

We will assess the issue and arrange a replacement or refund at no additional cost to you. Lumigow covers all shipping costs associated with replacing damaged or defective products.

Section 10 - Fit Guarantee

Lumigow products are designed to fit the vast majority of vehicles. In the rare case where the product does not fit your specific vehicle and cannot reasonably be made to fit, you may request a refund under our Fit Guarantee.

To qualify under the Fit Guarantee:

  • The refund request must be submitted within 30 days of delivery.
  • You must provide your vehicle make, model, and year.
  • The product must be returned in unused condition, with only fit testing wear accepted.
  • All original packaging, keys, and accessories must be included.

Under the Fit Guarantee, return shipping is the responsibility of the customer.

Section 11 - Lost or Stolen Packages

Packages that are lost, stolen, or undelivered are handled in accordance with our Shipping Policy. Once a parcel is marked as delivered by the carrier, responsibility transfers to the recipient. Refunds for packages stolen after confirmed delivery are not guaranteed and are assessed on a case-by-case basis at our discretion.

Section 12 - Sale, Promotional, and Discounted Items

Products purchased during a sale, promotion, or with a discount code are eligible for refund or replacement under the same conditions set out in this Refund Policy. Refunds for discounted items are issued at the actual price paid, not the original retail price.

Promotional bundles, free gifts, and items provided at no cost as part of a promotion must be returned along with the paid product in the event of a refund. Failure to return promotional items may result in the refund being reduced by the retail value of the unreturned items.

Section 13 - Cancellation of Orders

Orders may be cancelled prior to processing by contacting us at support.lumigow@gmail.com with your order number. Once an order has entered processing or has been dispatched, it cannot be cancelled. In that case, you may follow the refund process set out in Section 5 once the product has arrived.

Section 14 - Chargebacks and Disputed Transactions

If you have an issue with your order, we strongly encourage you to contact us at support.lumigow@gmail.com first so we can resolve the matter directly. We are committed to making things right where there is a legitimate issue covered by this Refund Policy.

Filing a chargeback or payment dispute without first contacting us, or in respect of an order that does not qualify for a refund under this Refund Policy, may be treated as a fraudulent chargeback. Lumigow reserves the right to dispute chargebacks with the relevant payment processor and to provide all order, shipping, and communication records as evidence.

Section 15 - Refusal of Refunds

Lumigow  reserves the right to refuse refunds or returns where:

  • The request does not meet the eligibility criteria set out in this Refund Policy.
  • The product has been used beyond reasonable fit testing or shows signs of misuse, damage, or modification by the customer.
  • The product is returned without prior approval or without the required packaging and accessories.
  • We reasonably suspect the request is fraudulent, abusive, or part of a pattern of refund abuse.

Section 16 - Changes to This Refund Policy

We reserve the right, at our sole discretion, to update, change, or replace any part of this Refund Policy by posting updates and changes to our website. It is your responsibility to check our website periodically for changes. Your continued use of or access to our website or the Service following the posting of any changes to this Refund Policy constitutes acceptance of those changes.

Section 17 - Contact Us

If you have any questions about this Refund Policy, or you wish to request a refund or replacement, please contact us at:

Email: support.lumigow@gmail.com