NOTE: As per our Terms of Service, LUMOS generally does NOT cover return shipping costs. We do not own or operate the warehouse/shipping platform, and LUMOS cannot be responsible for lost shipments.
With that said, we do offer a 30-day free return shipping policy. Returns are accepted for a full refund (excl. shipping fees and taxes) or a discount/store credit voucher from the date of arrival/receiving the product.
- Change of mind (e.g. “I don’t need it anymore”, “I don’t like the colour”, etc.)
- Size not suitable
- The product does not meet personal preferences or expectations
- Wrongly ordered
- All product contents must be complete and unused.
- The product’s original retail packaging (excluding the courier’s outer shipping box) must be returned in an undamaged condition.
- When submitting a request, customers must provide clear photos of all product contents and the product’s original packaging.
- Failure to meet these conditions may affect eligibility for free return shipping and may result in shipping fees being charged to the customer or the request being denied.
- Once the 30-day period from the delivery date has passed, customers will not be allowed to return products for any of the reasons stated above.
Lumos will only facilitate refunds that are purchased from Lumos directly through lumoshelmet.co or from these two authorised retailers: Urtopia & Velotric
- If purchased/shipped to the USA, UK or EU from our website, please drop us an email at support@lumoshelmet.co, and we'll get back to you with the details to proceed.
- f you purchased from us on Amazon (Lumos as seller), we have a 30-day return policy as well, following Amazon's policy. Please follow their returns process here.
- If you purchased from any other retailer, please facilitate returns directly with them.
- For all other locations, you can initiate the refund process by emailing us at support@lumoshelmet.co with the subject line: "Refund for Order [your order number]". E.G. "Refund for Order "EU#1234"
In the email, please fill out this template:
S/N of helmet (found on the box and on the white sticker inside the helmet toward the rear)
Reason for refund.
Photos of the helmet with a piece of paper in the background with your name on it. Please be sure to show that there is no damage to the helmet and packaging in the photo.
Conditions for Return:
Please note your helmet needs to be in a re-sellable condition for return. If the helmet is marked as unsellable for any reason whatsoever, we'll not be able to process your refund. The decision that our partners at our return warehouses make is final.
If you've received a defective helmet, we'll be happy to assist you as per our Warranty guidelines.
**If you have sent an email to our Support Team, kindly ensure to also check your spam/junk folder for our reply, just in case it winds up there.**
Variations of searches:
- How do I return my helmet?
- How do I refund my helmet?
- How do I return? How do I refund? How do I get a refund?
Comments
3 comments
Having nothing but problems setting this up. Over $300 invested. Just want to return it all for a refund.? Can you help?
Hi - I have been trying to get an update on my refund. My return was approved by you, and I sent it back to you with tracking that confirmed that it had been delivered. It has been over a month since it was delivered to you and I have not yet received a refund or any reply to my emails.
"I returned my Lumos helmet. DHL confirmed delivery, but after receiving it, Lumos stopped responding to my emails. Very disappointing customer service."No ANSWER ON MULTIPLE EMAIL, ALSO THEIR PHONE NUMBER IS PHONE
NOW AFTER ONE WEEK THEY STILL PLAY DEAD
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