There is an issue with my package or product

Here at Lumos, we prioritize customer satisfaction and work hard to ensure our products are of good quality. We conduct quality checks and also consider any suggestion/feedback that comes our way so we can give you the best!

Despite these efforts, if an item (purchased from our website: lumoshelmet.co) arrives to you damaged/incomplete or doesn't work as intended, please do reach out to us as soon as possible and not later than 30 days from the date of receipt.

However, if it lands with an issue after the 30-day window but is still within the warranty period, you can open a case with us via email. Please note that, if it is a helmet, you might need to send it back to us at your cost for us to either fix or replace it and Lumos will ship back a helmet to you at our cost. This process may take up to 6 to 8 weeks, but we always try our best to resolve this as soon as we can and most cases are solved much sooner than that. 

For either case, please send us an email at support@lumoshelmet.co with the following:

1. A short video recording that clearly shows the issue at hand. You can definitely upload it to WeTransfer and send us a link via email if the file size is bigger than 7 MB.
2. Your order number (e.g. US#1234) or proof of purchase
3. A photo of the S/N (serial number), can be found on the white sticker inside your helmet
4. Your shipping address and phone number (for courier purposes only)

With that, we can investigate the matter which will then allow us to determine the next course of action.

Regardless of whether a product is covered under our warranty or not, we will always try to troubleshoot a matter if we can. We will be happy to help you out, so feel free to reach out to us!

*Our warranty only covers our official channels of lumoshelmet.co or on our official Amazon store with Lumos as a seller. If you've bought it from an Authorized Retailer, please bring up your warranty case with them. You may refer to this article for more information about our warranty policy.

**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.**