This Refund and Return Policy refer solely to order cancellations, returns and refunds of the Lumen Device offered by Meta Flow Ltd. (d/b/a Lumen) (“Lumen”, “we”, "us" or “our”). For subscription cancelations, please see our Subscription Policy at https://www.lumen.me/subscription-policy

Please note that this Refund and Return Policy applies only to purchases made directly from our website. Purchases made from other distributors may be subject to different terms.

For reasons of hygiene and customer safety, Lumen will not accept the return of any Lumen Device if the packaging containing the Lumen Device has been opened, or if any seals or labels (including, without limitation, packaging labels) have been broken, unless otherwise required by law.

1. Cancellation Notice

We understand that plans may change, so we aim to accommodate modifications to your shipping information or cancellations before the order has been shipped. Please contact us at support@lumen.me as soon as possible, and we will do our best to assist.

Once an order has been processed and shipped, it cannot be modified or canceled. If you have received a shipping confirmation email, the order would need to be refused or returned. Please be advised that refunds for cancelled orders will post back to the original payment method within 7-10 business days.

2. Returns

For any return of the Lumen Device, you must notify us by e-mail of your desire to return the Lumen Device for a refund at support@lumen.me within 30 days from the day after you received your order.

Please note that following the lapse of 30 days, you will not be entitled for a refund, and the Lumen Device can only be returned in the event it is faulty or damaged in accordance with our Warranty & Safety Policy available at: https://www.lumen.me/warranty, unless statutory rights require otherwise.

Upon receipt of your written request to return the Lumen Device, we shall provide you with instructions regarding the return process. You shall, at your sole expense, return the Lumen Device to the address specified by us (or as otherwise directed by us) within thirty (30) days from the date of your written notice of return.

Please be advised that return shipping and any related fees are the responsibility of the customer.

You should consider using a trackable shipping service or purchasing shipping insurance to ensure the returned Lumen Device is not lost during delivery to Lumen. We do our best to make returns and exchanges as simple as possible.

We do not accept returns for unwanted orders after the relevant return period above. If you try to make a return, we may (however not obligated to) send it back to your default delivery address and ask you to cover the delivery costs.

3. Original Condition

The Lumen Device must be returned to Lumen in the same condition in which it was received by you. The Lumen Device must be returned in its original packaging, together with all materials, accessories, documentation, and components included in the original package, including, without limitation, the charging dock and cable.

Upon receipt of the returned Lumen Device, Lumen will conduct an inspection to verify compliance with the return conditions set forth herein.

4. Refund

Once we receive back your returned Lumen Device, and subject to your eligibility for a refund pursuant to the terms set forth herein, we will send you a notice and issue a refund of the applicable fees to your original payment method (excluding any shipping costs), within 7-10 business days. Please note that we cannot process a refund to any other form of payment.

We may withhold any refund until we have received your order back.

5. Accessories

Subject to applicable law, any accessories or auxiliary products designed to be used with the Lumen Device (including, without limitation, chargers, cases, and cables) purchased on our website are non-returnable and non-refundable.

Items purchased as part of a bundle must be returned in full to be eligible for a refund.

6. Add-ons

Subject to applicable law, any membership add-ons made available by Lumen are non-refundable, unless expressly stated otherwise at checkout or in the Subscription Policy available at: https://www.lumen.me/subscription-policy.

7. Your Responsibility for Returned Product

The returned Lumen Device is at your responsibility until it reaches us, so make sure it is packed up properly and cannot get damaged on the way.

As the parcel remains your responsibility until it arrives back with us, it is your sole responsibility to keep a durable proof of your request to return the order.

8. Return of Damaged or Faulty Product

If you believe that the Lumen Device you received is damaged or faulty, please review our Warranty and Safety Policy available at: https://www.lumen.me/warranty

9. This Policy Does Not Limit Your Statutory Rights

This policy does not limit any rights you may have under applicable law.

10. Changes to this Policy

We may update this Refund and Return Policy from time to time by posting an updated version on our website. Any changes will apply to orders placed after the effective date of the updated policy.

NOTE, ALL TIME PERIODS QUOTED IN THIS POLICY FOR THE FULFILLMENT OF OUR OBLIGATIONS WILL BE EXTENDED TO THE NEXT WORKING DAY IF THEY END ON A SATURDAY, SUNDAY, OR BANK HOLIDAY. THIS INCLUDES ALL SHIPPING AND CANCELLATION PERIODS AND THE TIME LIMITS FOR RETURNING GOODS, PROVIDING REFUNDS, ETC.