Refund policy
Return Policy at a Glance
Your satisfaction matters to us at Lumio Play. If something isn't right with your order, we'll make it right, simply and without hassle.
Return Window: 30 days from delivery
Item Condition: Unused, original packaging and accessories intact
Support: Our team will guide you every step of the way
Order Cancellations
Changed your mind? You can cancel your order within 24 hours of purchase by emailing us at info@lumioplay.com with your order number.
Beyond that window, we may not be able to stop your order from processing. Once it has shipped, cancellation is no longer an option, but you're welcome to return it once it arrives, following the guidelines below.
30-Day Returns
We offer a 30-day return window from the date your order is delivered.
To qualify for a return, items must be:
- Unused and in original condition
- Returned with all original packaging, tags, and accessories included
Return Costs
Defective Products: In case your order arrives damaged or defective, Lumio Play will handle the return process at no cost to you including shipping!
Customer Remorse: If you decide to return an item because of sizing issues, you ordered the wrong product, or you simply changed your mind, you’ll be responsible for the return shipping cost.
Please note that the shipping fees are non-refundable.
How to Start a Return
- Reach out — Email info@lumioplay.com with your order number and reason for the return
- Pack it up — Repackage the item securely with all original contents, tags, and accessories
- Ship it back — Use the instructions provided in your return authorization email
Refunds
Once we receive and inspect your return, we'll notify you of approval. Approved refunds are processed within 7 business days back to your original payment method. Processing time may vary slightly depending on your bank or card provider.
Package Not Arrived?
If your order hasn't shown up within the expected delivery window, contact us at info@lumioplay.com with your order number. We'll investigate with the carrier right away. If your package is confirmed lost, we'll send a replacement or issue a full refund, whichever you prefer.
Exchanges
We're happy to exchange items for a different color, size, or product. Just email us at info@lumioplay.com and we'll take care of it quickly.
Non-Returnable Items
Certain items cannot be returned for hygiene and safety reasons. These will be clearly noted on their individual product pages before purchase.
Questions?
Visit our FAQs page or reach out directly, we're happy to help.
Store Name: Lumio Play
Email: info@lumioplay.com
Address: 22601 Fire Thorn Cir, Diamond Bar CA 91765, United States
Phone: +1 (626)-606-6760
Hours: Monday–Friday, 9:00 AM – 5:00 PM PST.
We aim to respond to all inquiries within 1–2 business days.