Return & Refund Policy

Effective Date: 02 Dec 2024

At TruLume, we strive to ensure your satisfaction with our products. If you are not entirely satisfied with your purchase, we are here to help. Please read the following policy carefully to understand the terms and conditions for returns and refunds.

1. Eligibility for Returns

  • Products may be eligible for return under the following conditions:
    • The product is unused, unopened, and in its original packaging.
    • The return request is initiated within 2 days of delivery.
    • The product is damaged, defective, or incorrect upon delivery (proof required).
  • Non-Returnable Items:
    • Certain products are not eligible for returns:
      • Items marked as “Final Sale” or “Non-Returnable.”
      • Opened or used products due to hygiene and safety concerns.
      • Gift cards and promotional items.

2. How to Initiate a Return

  • Contact Us:
    • Email us at contact@letsbelume.com within 24 hours of receiving your order.
    • Provide your order number, proof of purchase, and details of the issue (e.g., photos of the damaged product).
  • Return Authorization:
    • Once your return request is approved, we will provide a Return Authorization (RA) number and instructions for shipping the item back to us.
  • Shipping the Item Back:
    • Customers are responsible for return shipping costs unless the return is due to our error (e.g., incorrect or damaged item).
    • Ensure the item is securely packaged to prevent damage during transit.

3. Refund Policy

  • Refund Eligibility:
    • Refunds will be issued only for eligible returns as outlined above.
    • The product must pass our inspection to ensure it meets the return conditions.
  • Refund Process:
    • Approved refunds will be processed within 7–10 business days of receiving the returned product.
    • Refunds will be credited to the original payment method used at checkout.
  • Deductions:
    • In some cases, shipping fees, handling charges, or restocking fees may be deducted from your refund.

4. Exchanges

We currently do not offer direct exchanges. If you wish to exchange an item, please return the original item following our return process and place a new order for the desired product.

5. Late or Missing Refunds

  • If you have not received your refund within the stated timeframe, please check with your bank or payment provider first.
  • If the issue persists, contact us at contact@letsbelume.com, and we will assist you further.

6. Damaged or Defective Products

If your product arrives damaged or defective:

  • Contact us within 48 hours of delivery.
  • Provide photos of the damaged product and packaging for verification.
  • We will arrange a replacement or refund at no additional cost.

7. Cancellations

  • Orders may be canceled before they are shipped by contacting us at [Insert Contact Details].
  • Once an order is shipped, cancellations are not allowed, and the return policy will apply.

 

8. Contact Information

  • For any questions or concerns regarding returns or refunds, please contact us at:
    • Email: contact@gettrulume.com
    • Address: Kyoren Labs Private Limited