Returns and right of withdrawal

Last updated: October 7, 2026

In short

• You have 14 days from receipt to change your mind (EU consumer right of withdrawal).
• Tell us by email at contact@get-lumino.com before the deadline.
• Send the product back complete (mask, strap, Type-C cable, manual, box) within 14 days of your message.
• Return shipping costs are borne by you.
• Refund within 14 days at most of being informed of your decision, using your original payment method; we may wait for the parcel or proof of shipment.

How to return a product

• Email contact@get-lumino.com with your name, order number and “withdrawal” (or use the form below).
• We confirm and give you the return address.
• Pack the product carefully and keep proof of shipment (tracked service recommended).
• We refund you once the parcel is received or proof of shipment is provided.

Items that cannot be returned

For hygiene and health protection reasons (article L221-28 (5°) of the French Consumer Code), a mask whose original seal has been removed and that has been used cannot be returned. A mask unpacked only to check it, unused and complete, remains eligible. An incomplete or damaged product may be subject to a proportional deduction.

Faulty or non-conforming product

Legal guarantees (2 years) and hidden-defect guarantees always apply. Write to contact@get-lumino.com with photos: we offer repair, replacement or, failing that, a refund. In that case return costs are covered by the Seller.

Damaged parcel or delivery error

Make reservations with the carrier and write to us within 48 hours with photos.

Model withdrawal form

(complete and email to contact@get-lumino.com only if you wish to withdraw from the contract)

To Marchi Theo, 7 Rue Lucien Bonmarchand, 92370 Chaville, France – contact@get-lumino.com:

“I hereby give notice that I withdraw from my contract of sale of the following goods:

• Ordered on / received on:
• Order number:
• Name of consumer(s):
• Address of consumer(s):
• Date and signature (only if notified on paper):”

See also: Terms of sale · Shipping · Contact.