Refund policy

30-day return window

You may request a return within 30 days after confirmed delivery. To be eligible, the product must be unused, unworn, undamaged, complete and returned with its original packaging, accessories and any included materials.

Requesting authorization

Email hello@thermoluma.com before sending a product back. Include your order number and the reason for the request. Products sent without prior return authorization may not be accepted.

Do not send a return to the company’s legal address, the address shown on a shipping parcel or a supplier unless ThermoLuma specifically authorizes that address for your return. ThermoLuma provides the applicable return address and instructions after reviewing the request.

Change-of-mind returns

For an approved change-of-mind return, the customer is responsible for return shipping costs. Original shipping charges, if any, are not refundable except where required by law.

Wrong, damaged or defective products

If you receive the wrong product or the product arrives damaged or appears defective, please email hello@thermoluma.com within seven days after delivery when possible. Include the order number, a description of the issue and clear photos or video when reasonably available.

ThermoLuma will review the information and provide the appropriate return, replacement or refund instructions. ThermoLuma covers authorized return-shipping costs for an accepted wrong-item, damaged-item or defective-item claim. This reporting request does not limit rights that cannot be excluded under applicable law.

Inspection and refunds

After an authorized return is received, ThermoLuma will inspect it and notify you whether the refund is approved. Approved refunds are returned to the original payment method within 30 calendar days after we receive and inspect your returned product.

If you have not received an approved refund within this period, email hello@thermoluma.com with your order number so we can check the refund status.

Cancellations

Cancellation requests should be made before processing begins. Cancellation is not guaranteed after processing. Shipped orders follow this Return and Refund Policy.