Refund policy

RETURNS

You may request a return within 14 calendar days after carrier-confirmed delivery.

For a discretionary change-of-mind return, the complete retail box must be unused, complete, and in its original resaleable condition. All factory seals, tamper-evident features, and individual strip pouches must remain intact. Proof of purchase from Lumasmile is required.

Because whitening strips are intended for oral use, we cannot safely verify or restock a product after its retail packaging or an individual pouch has been opened. Opened or used products are therefore not eligible for a discretionary change-of-mind return. This does not affect assistance for products that arrive damaged, defective, tampered with, incorrect, incomplete, or otherwise protected by applicable law.

Contact Lumasmile through our Contact page before returning anything. Do not mail a return to the address printed on the original parcel unless we specifically instruct you to do so. Approved return instructions and the correct return address will be provided by support.

Customers pay trackable return shipping for change-of-mind returns. Original outbound shipping is nonrefundable where permitted by law. We do not charge a restocking fee.

DAMAGED, DEFECTIVE, INCORRECT, INCOMPLETE, OR TAMPERED ORDERS

Contact us as soon as possible, preferably within 7 days and no later than 30 days after delivery. Include your order number and clear photos of the shipping label, packaging, product, lot information, and issue; video may be requested where reasonably needed.

Keep the product and all packaging until we resolve the case. Do not return or discard it without instructions. After review, we will provide an appropriate replacement or refund. If we require a physical return for an error attributable to Lumasmile or its supplier, Lumasmile will provide or reimburse reasonable return postage.

CANCELLATIONS

We will attempt to honor cancellation requests received before fulfillment processing begins. Cancellation cannot be guaranteed once processing or shipment has started. If we cannot ship within the promised timeframe, we will provide a revised shipment date and the option to cancel for a full refund as required by law.

REFUNDS

Approved refunds are issued to the original payment method. We process approved refunds within 5–10 business days; financial institutions may require additional posting time. Any faster legally required deadline still applies.

For an eligible partial return from a quantity offer, each unopened box is refunded at the actual per-box price paid in that order.

DELIVERED BUT NOT RECEIVED

Contact support promptly. Check household members, safe delivery locations, and the local carrier or post office. We will help investigate and may request carrier documentation. Claims are evaluated using the available delivery evidence rather than denied automatically.

Nothing in this policy limits rights that cannot be waived under applicable law.