Returns

Every TheraLuma LED Device includes a 30-day return policy. If, within this period, you’re unhappy with your purchase, please reach out to us for assistance in initiating a return.

To facilitate a return within the allotted window, kindly request a Return Authorization Number by emailing us at support@theralumaglow.com. Ensure you provide the name or email linked to the order, the order number, or product details for verification. Our team will evaluate your request and respond within 1-2 business days, detailing the next steps.

For your convenience, we offer a prepaid return shipping label. However, a return fee will be deducted from your refund to cover this label’s cost. Please note, any returns sent without our prepaid label won’t be compensated for shipping expenses.

The countdown for the return window commences on the delivery day. We strictly won’t accept returns past this period.

• Complete kits and sets should be sent back in their original packaging, ensuring all devices and parts are included and in like-new condition. Incomplete or damaged returns might be rejected and sent back.
• We don’t offer product exchanges or substitutions.
• Shipping fees from the initial order are non-refundable.
• Damaged returns or those with missing parts might be declined and sent back.
• Return shipping expenses fall on the customer. We aren’t responsible for returns that get lost or damaged in transit.
• “Final” or “Closeout Sale” products are non-returnable.
• “Open-box” items, previously inspected and repackaged by TheraLuma technicians, are non-refundable. These items may show slight wear or small imperfections and come with a standard warranty consistent with the original product warranty.
• All returns require prior approval and an authorization number. Returns without this or sent to an incorrect address become the customer’s liability.
• Unauthorized returns will prompt us to contact you. Such items will be held for 30 days before disposal.
• We retain the right to deny refunds for items that don’t meet the criteria.

Accessories

• Accessories bought individually or as cart add-ons have a 14-day return window.
• We don’t offer product exchanges or substitutions for accessory orders.
• Initial shipping charges are non-refundable.
• Damaged or incomplete returns risk being rejected and returned.
• Return shipping is the customer’s responsibility. We can’t be held accountable for return shipments that get lost or damaged.
• Returns should be sent within the 14-day return window. Late returns won’t be accepted.
• Returned items will be examined and processed within 10 working days of arrival.
• Refused or return-to-sender orders will have original and return shipping fees deducted from the refund. Such orders might also face delayed refunds.
• All returns need prior approval and an authorization number. Unauthorized or wrongly-addressed returns are the customer’s responsibility.
• We’ll reach out if we receive unauthorized returns and will store these items for 30 days before disposal.

Refunds

Should a product be returned as per our Return Policy, TheraLuma (Golden Prime LLC-FZ) will process your refund (excluding shipping costs and handling charges unless stated otherwise) to your original payment method. This refund typically processes within 10 business days of receipt at our facility.

Exchanges (if applicable)

We only swap items if they’re faulty or damaged. Should you require an exchange for an identical product, email us at support@theralumaglow.com.

Gifts

If an item was tagged as a gift during purchase and directly shipped to you, you’ll get a gift credit equal to your return’s value. When the returned product reaches us, a gift certificate will be mailed to you. If the product wasn’t marked as a gift or if the giver had it shipped to them first, the refund will be sent to the giver, who will then be informed of the return.

Warranty

Effective from the date of purchase

1. Warranty Period:

– Luma PRO: 5 years

– Luma PRO 2.0: 1 year

– Red Light Therapy Mask: 1 year

2. Coverage:

Under the manufacturer’s warranty, TheraLuma commits to repair or replace any part of the product that proves defective due to improper material or workmanship, under normal use and maintenance. This warranty includes:

• Replacement of malfunctioning or defective parts.
• Labor costs associated with the repair of the device.
• Any internal electronic components that fail during normal use.

3. Exclusions:

The warranty does NOT cover:

• Damage due to misuse, neglect, accidents, or alterations to the product.
• Cosmetic wear and tear.
• Products not purchased from authorized TheraLuma retailers or direct from TheraLuma.
• Devices damaged due to natural disasters, power surges, or other external factors.

4. Eligibility:

This warranty is only valid for TheraLuma products purchased by the original customer. Proof of purchase is required for warranty claims. Transferred ownership nullifies the warranty.

5. Claim Process:

For warranty service, contact the TheraLuma customer service team at support@theralumaglow.com  with:

• Product model.
• Description of the issue.
• Proof of purchase.

Our dedicated team will guide you through the next steps to ensure a prompt resolution.

At TheraLuma, we stand by the quality of our products and are dedicated to providing exceptional customer service. Thank you for choosing us as your trusted red light therapy solution.