Refund policy

Return and Refund Policy

Last updated: August 26, 2026

You may request a return within 14 days of receiving your order. This policy does not limit any non-waivable rights or remedies available under applicable consumer protection law.

Return eligibility

You may open the package, charge the unit, and perform a brief functional test of the alarm and light. We do not require the product to remain unused. For an ordinary return, the product must be sent back with its original manual, USB-C cable, included accessories, and packaging. Products with damage beyond reasonable testing or missing parts may not qualify for an ordinary return, except where applicable law provides otherwise.

Start a return

Before sending any return, contact us at support@shoplumae.ca with your order number and the reason for your return. We typically reply within 24 hours and will provide the approved return address and instructions. Returns sent without prior approval may not be accepted.

Return shipping and original shipping charges

Customers are responsible for return shipping costs for ordinary returns, including change-of-mind returns and cross-border returns from the United States. Original shipping charges, including the US$9.99 U.S. shipping charge, are non-refundable unless the return is due to a damaged, defective, or incorrect item, or a refund is otherwise required by law.

Cross-border returns may take longer to reach us. Return inspection begins after the parcel is delivered to the return address provided in our instructions. We recommend using a tracked return service and keeping the receipt and tracking number.

Import duties and related charges

Import duties, brokerage fees, and import-related taxes paid separately to a carrier or government authority are generally not refundable by Lumae. Customers may need to request any eligible refund directly from the carrier or relevant authority. This paragraph does not apply to sales tax refunded as part of an approved order refund and does not limit any remedy that Lumae approves or applicable law requires for a damaged, defective, or incorrect item.

Damaged, defective, or incorrect items

If your item arrives damaged, defective, or incorrect, please contact us within 7 days of delivery with your order number and clear photos of the issue so we can resolve it promptly. This request does not limit any longer period or remedy required by applicable law. If approved, Lumae will cover the return shipping cost and offer a replacement or refund.

Order cancellations and shipping delays

Contact us as soon as possible if you need to cancel an order. We cannot guarantee cancellation after processing or shipment has begun. If Lumae cannot ship an order within the stated processing time, the customer may accept a revised shipping date or cancel the unshipped order for a full refund, including any shipping charge.

Refunds

Once we receive and inspect an eligible return, we will notify you whether the refund has been approved. Approved refunds are initiated promptly to the original payment method in the original transaction currency. Your bank or card provider may require additional processing time. If 10 business days have passed since we confirmed that a refund was issued and it has not appeared, contact support@shoplumae.ca.