Refund policy

# Return, Refund, Exchange & Cancellation Policy

**Last Updated: August 19, 2026**

At GMOX Luma, we want you to shop with confidence. We accept eligible returns, exchanges, refunds, and cancellation requests in accordance with the policy below.

This policy applies to eligible orders delivered within GMOX Luma’s United States service area.

## 30-Day Return Policy

Customers may submit a return request within **30 calendar days after the product is delivered**.

We accept returns for both defective and non-defective products, including products that:

- Arrived damaged, defective, incorrect, or incomplete.
- Are no longer wanted.
- Were ordered by mistake.
- Are being returned for another eligible personal reason.

Eligible products may be new, opened, or lightly used, but they must be returned in reasonable condition.

Whenever possible, the original packaging, accessories, manuals, cables, remote controls, mounting hardware, and any other included components should be returned with the product.

Products that have been excessively used, intentionally damaged, misused, altered, or returned with major components missing may not qualify for a full refund.

## How to Submit a Return Request

Customers may submit a return request directly through their GMOX Luma customer account.

To submit a return request:

1. Click the customer account icon on the GMOX Luma online store.
2. Enter the email address used to place the order.
3. Enter the six-digit verification code sent to that email address.
4. Open the applicable order.
5. Select **“Request return”** or **“Return items.”**
6. Select the product being returned, choose a return reason, provide any relevant information, and submit the request.

If the self-service return option is unavailable or additional assistance is required, customers may contact GMOX Luma customer service and provide:

- The order number.
- The product being returned.
- The reason for the return.
- Any applicable photos or videos.

Submitting a return request does not automatically approve the return. All return requests are reviewed by GMOX Luma.

If the request is approved, we will provide the applicable return instructions and return address.

**Please do not send any product back before the return request has been approved.**

## Return Method

All approved returns must be sent **by mail** to the return address provided by GMOX Luma.

We do not accept in-person returns.

Products sent to an unauthorized address or returned without prior approval may experience processing delays.

## Return Shipping Costs and Labels

For standard returns, including returns due to a change of mind, ordering the wrong product, or no longer needing the product, the customer is responsible for:

- Purchasing the applicable return shipping label.
- Paying the return shipping costs.
- Downloading and printing the return label.
- Delivering the return package to the applicable shipping provider.

Unless GMOX Luma expressly provides a prepaid return label, all return shipping costs remain the customer’s responsibility.

We recommend using a trackable shipping service and retaining the shipping receipt and tracking information until the return and refund have been completed.

Original shipping charges, if any, are non-refundable unless otherwise required by applicable law or expressly confirmed by GMOX Luma.

## Damaged, Defective, Incorrect, or Incomplete Products

If a product arrives damaged, defective, incorrect, or missing components, customers should submit a return request through their customer account or contact GMOX Luma customer service before returning the product.

Please provide the order number, a description of the issue, and clear photos or videos where applicable.

After reviewing the request, GMOX Luma will determine the appropriate resolution. Depending on the circumstances, the resolution may include:

- Replacement parts.
- A replacement product.
- An exchange.
- A partial or full refund.
- A prepaid return shipping label where applicable.

A prepaid return label is not issued automatically and will be provided only when confirmed by GMOX Luma.

Please do not return a damaged, defective, incorrect, or incomplete product before receiving return instructions.

## Exchanges

We accept exchange requests for eligible products within **30 calendar days after delivery**, subject to product availability.

Because exchanges cannot be submitted directly through the self-service return system, customers must contact GMOX Luma customer service before returning the original product.

For exchanges requested for personal reasons, including ordering the wrong product, color, model, or changing your mind, the customer is responsible for the cost of returning the original product.

For damaged, defective, incorrect, or incomplete products, please contact us so that we can review the issue and determine the appropriate resolution.

## Restocking Fees

GMOX Luma does **not charge a restocking fee** for eligible returns.

## Refunds

After receiving a returned product, GMOX Luma will inspect the product and notify the customer of the refund decision.

If the return is approved following inspection, the refund will be issued to the customer’s **original payment method within 10 calendar days**.

After GMOX Luma issues the refund, the customer’s bank, credit card issuer, PayPal, or other payment provider may require additional processing time before the funds appear in the customer’s account.

Any additional processing time required by the payment provider is outside GMOX Luma’s control.

## Order Cancellations

Customers may submit a request to cancel an entire order or individual unfulfilled items within **24 hours after the order is placed**, provided that the applicable items have not already been fulfilled or shipped.

To submit a cancellation request:

1. Sign in to the GMOX Luma customer account using the email address associated with the order.
2. Open the applicable order.
3. Select **“Cancel items.”**
4. Select the item or items being canceled.
5. Provide a cancellation reason and submit the request.

If the cancellation option is unavailable, customers should contact GMOX Luma customer service as soon as possible and provide the order number and the email address associated with the order.

Submitting a cancellation request does not automatically cancel the order.

All cancellation requests are subject to review, and the order remains active until GMOX Luma sends a cancellation confirmation.

Because orders are processed as quickly as possible, cancellation may no longer be possible if the order has already entered fulfillment, been transferred to a shipping provider, or been shipped—even if the request was submitted within 24 hours.

If a cancellation request is approved, the applicable refund will be issued to the original payment method within **10 calendar days**.

If an order can no longer be canceled, the customer may submit a return request after delivery in accordance with this 30-Day Return Policy.

## Non-Returnable or Ineligible Returns

The following products or returns may not be eligible for return or a full refund:

- Products intentionally damaged, altered, or misused.
- Products showing excessive use beyond what is reasonably necessary to inspect or test them.
- Products missing major components or accessories due to customer handling.
- Products returned more than 30 calendar days after delivery.
- Products returned without prior authorization or to an unauthorized address.
- Products that cannot legally or safely be returned due to applicable health, safety, legal, or regulatory requirements.

This section does not affect any rights customers may have under applicable consumer protection laws.

## Contact Us

For questions concerning returns, refunds, exchanges, cancellations, damaged products, or other order-related issues, please contact GMOX Luma customer service using the contact information provided on our website.

We recommend submitting return and cancellation requests through the customer account whenever possible.

Please contact us before sending any product back so that we can provide the correct return instructions and help ensure that the request is processed properly.