Refund Policy

Returns & Refund Policy

1. 60-Day Trial (Return Window)
We stand behind our products. That is why we offer a 60-day trial on all Lumbease products. You have 60 days from the date you receive your item to try it out. If you are not satisfied, you can request a return.

2. Return Conditions
To be eligible for a return under our 60-day trial, your item must be returned in good, working condition. It cannot be physically damaged, torn, or broken due to misuse or accidental damage. It must be returned with all original accessories (including the hand pump, if included) and its original packaging. You will also need to provide your order number and proof of purchase.

3. How to Start a Return
To start a return, please contact us at support@lumbease.com. If your return is approved, we will send you instructions on how to package your item and the address of the nearest return facility based on your location.

Please do not send items back without requesting and receiving prior approval. Items sent without approval cannot be processed.

Once your return is approved, please ship the item within 14 days and send us the return tracking number. We recommend using a trackable shipping service; we cannot be responsible for return parcels lost in transit.

4. Return Shipping Costs

• Trial returns / Change of mind: if you return the item under the 60-day trial because it did not work for you, or because you changed your mind, you are responsible for all return shipping costs. Return shipping costs are non-refundable.
• Damaged or wrong items: if the item arrives broken, defective, or we sent the incorrect product, we will cover the return shipping costs after evaluating the issue.

5. Damaged or Faulty Items
If your item arrives damaged, defective, or incorrect, please notify us within 48 hours of delivery by emailing support@lumbease.com with clear photos or a short video of the issue. Once verified, we will cover the return shipping costs and send you a free replacement or issue a full refund.

6. Exceptions / Non-Returnable Items
We cannot accept returns of items that have been water-damaged, modified, or subjected to extreme physical abuse. We also do not accept returns of gift cards. Please contact us if you have questions about your specific item’s eligibility.

7. Exchanges
The fastest way to get a different item (if your item is not defective) is to return the item you have. Once your return is received, checked, and accepted, you can make a separate purchase for the new item.

8. Refunds
We will notify you once we have received and checked your return. If the refund is approved based on our condition checks (all parts included and undamaged), you will be refunded to your original payment method within 10 business days. Please allow some extra time for your bank or card issuer to process and post the refund. If more than 15 business days have passed since we approved your return, please contact us.

9. Order Cancellations
You can cancel your order free of charge before it has been shipped by emailing support@lumbease.com with your order number. Once your order has shipped, it cannot be cancelled, but you may return it under this policy.

10. Chargebacks & Disputes
We are always here to help. If you have any issue with your order, delivery, or the product itself, please contact our support team at support@lumbease.com before opening a dispute with your bank or payment provider. Most issues can be resolved quickly and amicably. Opening a dispute without contacting us first may delay the resolution of your case.

11. EU Right of Withdrawal
If you are a customer in the European Union, you have the legal right to withdraw from your purchase within 14 days of receiving your item, without giving any reason. To exercise this right, please email support@lumbease.com with a clear statement of your decision to withdraw. You must return the item within 14 days of notifying us, and you are responsible for the direct cost of returning it. We will refund your payment, including the original standard shipping cost, within 14 days of receiving your withdrawal notice. We may withhold the refund until we have received the item back or you have provided proof of return shipment. In addition to this legal right, all customers may use our 60-day trial described above.