Refund policy

Last updated: 22 October 2026

We want you to love your Lumhour mask. This policy explains your rights if you change your mind or if something isn't right. It doesn't affect your statutory rights under UK consumer law.

Cancelling before your order ships

If you change your mind before your order has been dispatched, email us and we'll cancel it and give you a full refund.

Your 14-day right to cancel

  • You can cancel your order for any reason within 14 days of receiving it.
  • To cancel, email asa.commerce00@gmail.com with your order number and a clear statement that you want to cancel. Please don't send anything back before you contact us: we'll reply with the correct return address and instructions.
  • Send the item back within 14 days of telling us you're cancelling. We recommend a tracked service.
  • You pay the return postage for change-of-mind returns. Please return everything that came in the box: the face mask, neck mask, controller, USB charging cable, eye patches, straps and user manual.
  • You can handle the mask as you would in a shop to check it works, but we may reduce your refund if it has been used beyond that or is returned damaged.

Faulty, damaged or wrong items

  • If your mask arrives faulty or damaged, or you received the wrong item, email us with your order number, a short description and a photo or video of the problem.
  • Within 30 days of delivery, you can choose a full refund or a replacement.
  • After 30 days, we'll offer a repair or replacement first. If that doesn't fix the problem, you may be entitled to a refund, which may be reduced if it's more than 6 months after delivery.
  • We cover the return costs for faulty, damaged or incorrect items.

Refunds

  • Refunds are made to your original payment method.
  • For change-of-mind returns, we'll refund you within 14 days of receiving the item back, or of you giving us proof that you've sent it, whichever is sooner.
  • For cancellations before dispatch and for faulty items, we'll refund you within 14 days of agreeing the refund.
  • Your bank or card provider may take a few extra days to show the refund.

Exchanges

To swap colour or bundle, return your order under the 14-day right to cancel and place a new order.

Contact us

Email asa.commerce00@gmail.com with your order number. We aim to reply within 2 business days.