Refund policy

Return & Refund Policy

Last updated: June 01, 2026

At The Lumyn, we want you to be completely confident in your purchase. Every LUMYN PRO device is carefully inspected before it ships. We're so confident you'll love it that we back every order with a 60-day money-back guarantee.

By placing an order with The Lumyn, you confirm that you have read and agree to this Return & Refund Policy and our Shipping Policy.

Our 60-Day Money-Back Guarantee

You have 60 days from the date you receive your item to request a return. Give your LUMYN PRO a fair trial — if it's not right for you, return it for a full refund of the product price, provided it comes back complete and in good condition (see Return Condition below).

How to Start a Return

To start a return, contact us at info@thelumyn.com within your 60-day window with:

  • Your order number and the name/email used for the purchase
  • The reason for your return
  • A photo showing the current condition of the device and its packaging

Once your return is approved, we'll email you the return address and instructions. Items sent back without first requesting and receiving a return authorization will not be accepted.

Return Condition

To qualify for a refund under the 60-day guarantee, the returned device must be:

  • Complete — including the device, charging cable, all accessories, and the original product box
  • In good condition — undamaged, with no cracks, deep scratches, or signs of heavy, prolonged, or improper use beyond a reasonable trial
  • Accompanied by proof of purchase

A reasonable trial means trying the device over a few sessions to decide whether it's right for you. It does not cover devices that have been used heavily over an extended period, altered or modified, or returned broken, incomplete, or without their original box.

Return shipping to our California warehouse is paid by the customer and must be tracked — a tracking number is required for us to process your refund. We can't process a refund for items still in transit; please wait until the device arrives back to us.

We inspect every returned device and reserve the right to decline or reduce a refund where these conditions are not met. To keep the guarantee fair for everyone, it is limited to one claim per customer or household.

When a Refund May Be Declined

A refund under the 60-day guarantee may be declined or reduced if:

  • The device is returned damaged, broken, or with deep scratches or other signs of misuse
  • The device shows signs of heavy or prolonged use beyond a reasonable trial
  • The device has been altered or modified in any way
  • The device, its accessories, or the original product box are missing
  • The return is requested after the 60-day window has closed
  • The item is a final-sale item (see Non-Returnable Items)

Damaged, Defective, or Wrong Items

Please inspect your order on delivery and contact us within 7 days if your item arrives damaged or defective, or if you received the wrong product. Email info@thelumyn.com with:

  • Subject line: "Damaged or incorrect item"
  • Your order number, full name, and the email used for the purchase
  • A description of the issue with photo or video evidence

For damaged, defective, or incorrect items, we'll arrange a replacement or refund and we cover the return shipping cost. Send the item using the method and address we provide; your replacement ships as soon as we confirm your return is on its way. If you prefer a refund instead of a replacement, it's processed once we receive the returned item.

Non-Returnable Items

The following are final-sale and not eligible for the 60-day guarantee:

  • Replacement or spare silicone mouthpieces and other add-on accessories (covered instead by our standard warranty against manufacturing defects)
  • Gift cards
  • Any optional shipping protection or warranty-extension purchases
  • Sale or clearance items (unless damaged, defective, or incorrect)

Wholesale & Bulk Orders

Our 60-day money-back guarantee is a satisfaction guarantee for personal use only and covers a single unit per customer or household. It does not apply to bulk, wholesale, reseller, or distributor purchases.

Any order containing more than four (4) units, and any purchase made for resale or distribution, is considered a final-sale bulk order and is not eligible for the 60-day money-back guarantee. We reserve the right to treat multiple separate orders placed by the same customer, household, payment method, or shipping address as a single bulk purchase.

This exclusion applies only to our voluntary money-back guarantee. It does not affect your rights in respect of items that arrive damaged, defective, or incorrect, which remain covered as described above, nor any rights you may have under applicable mandatory consumer law.

European Union — 14-Day Withdrawal Right

If your order is shipped to a destination within the European Union, you also have the statutory right to cancel or return your order within 14 days, for any reason and without justification, in addition to our 60-day guarantee.

Please note: under EU consumer law, sealed goods that are not suitable for return for health-protection or hygiene reasons are excluded from this statutory 14-day withdrawal right once they have been unsealed after delivery. As LUMYN PRO™ is an intraoral device supplied with a hygiene seal, this exception may apply to a device once its seal has been broken. This does not affect your separate right to return the device under our 60-day money-back guarantee above.

Refunds

We'll notify you once we've received and inspected your return and let you know whether your refund was approved. If approved, your refund is issued to your original payment method within 10 business days. It can take additional time for your bank or payment provider to post the refund.

If more than 15 business days have passed since we approved your refund and you still haven't received it, please:

  1. Check your bank account again
  2. Contact your card provider, as processing can take time
  3. If it's still unresolved, email us at info@thelumyn.com

Wrong Address

Please make sure your shipping address is correct at checkout. The Lumyn is not responsible for packages lost due to an incorrect address provided by the customer. If a package can't be located, we'll help by providing tracking details and the delivery date so you can follow up with the carrier.

Exchanges

The fastest way to get what you want is to return the eligible item you have and, once the return is accepted, place a separate order for the new item.

Policy Changes

We reserve the right to modify this Return & Refund Policy at any time. The version posted on this page is the current one.

Contact

Questions about a return or refund? Email us at info@thelumyn.com and our team will be happy to help.