Return Policy

Last updated: October 23, 2026

This policy explains which items can be returned, the conditions for a return and how to start one. Refund details are in our Refund Policy.

30-Day Return Window

You can request a return within 30 days of the delivery date. Requests made after 30 days cannot be accepted.

What Can Be Returned

You can return an item if you changed your mind, if it arrived damaged, if it is defective, or if you received the wrong item.

Conditions for a Return

• The return is requested within 30 days of delivery.
• The machine or accessory is in its original condition: not fueled, not charged beyond delivery level, not run, and free of marks, wear or damage.
• The original packaging, manuals and all included parts, batteries and chargers are returned with the item.
• You can provide your order number or proof of purchase.
• We have approved the return before you ship the item back.

Items that do not meet these conditions may be sent back to you or receive a partial refund after inspection.

How to Start a Return

1. Email support@lumaframe.store with your order number and the reason for the return. For damaged, defective or incorrect items, include clear photos of the item and its packaging.
2. We reply within 1–2 business days with approval, the return address and instructions.
3. Ship the item back with a tracked shipping method and keep the tracking number.

Items sent back without approval may be delayed or refused.

Return Shipping Costs

If an item arrived damaged, defective or incorrect, we pay for return shipping once the return is approved. If you are returning an item because you changed your mind, you pay for return shipping, and the original shipping charge is not refunded.

No Restocking Fee

We do not charge a restocking fee on approved returns.

Exchanges

We do not offer direct exchanges. To get a different machine, return the original under this policy and place a separate order.

Items We Cannot Accept

• Machines that have been fueled, run or show signs of operation
• Items without their original packaging, batteries, chargers or included hardware
• Items damaged after delivery through misuse, improper handling or assembly
• Return requests made after the 30-day window

Cancelling an Order

Contact us as soon as possible if you need to cancel. Orders can be cancelled only before they enter processing. Processing times are listed in our Shipping Policy.

Questions About a Return

Email support@lumaframe.store or call +1 (212) 247 2888. Our support hours are Monday to Saturday, 8:30 AM to 5:00 PM Eastern Time (GMT-5).