Exchange & Repair Policy

Attention, this policy applies only to Kickstarter and Indiegogo orders.

Exchange and Repair Only Policy

If you notice any damage after receiving the product, please contact us within 7 days to report the problem and provide unpacking video as evidence. LumiTool will provide a exchange service based on the information obtained. If the unpacking video is not provided, LumiTool will provide warranty maintenance services. In addition, if you notice any problems with the appearance or function of the product within 7 days of receiving it, and the product can be returned to its original state, please contact the LumiTool Support Center immediately.Our Support Center will assess whether the product qualifies as a damaged upon arrival and offer you the exchange service. LumiTool will provide a free replacement for products damaged due to non-human factors. You will be responsible for paying the shipping fees for the initial delivery, while Lumitool will cover the shipping fees for returning the product and sending the new product to you.Attention:During the warranty period, please keep the original packaging box for convenient shipment. The deadline is based on the date of complaint.

Exchange Process

To guarantee a fast and smooth warranty process:Please inform us your order number, describe the issue of the product and provide us pictures that can display the problem.Once we have received your complaint emails in our Support Center's inbox, we will reply you in 48 hours.Please do not return your products directly to the address on the package that you have received. The return address provided by our Support Center is available only! Any return or exchange will be valid when it is accepted by our Support Center.Please advise us on the return tracking number after you return items or we can not do the reshipment.

Shipping Fees

LumiTool is not responsible for covering any shipping costs associated with returns or repairs caused by customer-related factors, including but not limited to customer's change of mind, preference, or self-inflicted damage to the item. If a return is initiated by the consumer, the consumer will be responsible for the shipping fees. The specific fee will depend on the chosen courier service.

Warranty Policy

1 Year Limited Warranty

For customers who have purchased LumiTool products directly from our official websites (www.lumitool.net) as well as from Kickstarter and Indiegogo crowdfunding platforms, LumiTool offers a one-year warranty. The warranty period starts from the date of customer receipt of the products. If you encounter any issues with the product not functioning properly or if it is found to be defective upon receipt, please contact us at support@lumitool.net to request warranty service.During the warranty period, LumiTool provides free service for repairing or replacing defective parts, including transportation costs (excluding international shipping). We also offer onsite repairs at reasonable costs, taking into consideration travel and technical time.

Precondition

  1. The product is directly purchased from the above-mentioned official websites, and customer can provide valid order number and/or relevant register email account to us.
  2. The product is still within the one-year warranty (counting form the receipt date of the package).
  3. After contacting our technical support team: support@lumitool.net, or through other official channels, our staff has confirmed that the problem cannot be solved through remote technical guides.

Replacement Policy

Our replacement policy is valid for 60 days (counting from the receipt date of the package).

  1. Within 60 days of receiving the product, if you find the outer or inner packaging damaged, something missing, product damaged, or product defective, you can contact us to request a replacement. Once verified, we’ll process the replacement for you. You are responsible for paying the shipping fees for the initial delivery, while Lumitool will cover the shipping fees for returning the product and sending the new product.
  2. Exceeding 60 days of receiving the product, if the product does not work properly, you cannot request a replacement, but you can request maintenance or repair.

Replacement Procedures①Summit a request→②LumiTool provides a return address→③You return the product and provide its tracking number→④LumiTool receives the package and checks it→⑤LumiTool sends a new product and provides its tracking number → ⑥You receive the new product

Maintenance Policy

Within the one-year warranty, if the product don’t work properly and needs a maintenance or repair, you can contact us to summit your request.

  1. Within 1 year of receiving the product, if you request a maintenance service, you will be responsible for paying the shipping fees for the initial delivery. Lumitool will address the problems and cover the shipping fees for returning the product to you.
  2. Exceeding 1 year of receiving the product, if you request a maintenance service, please refer to the Post-Warranty Support for further assistance.

Maintenance Procedures①Summit a request→②LumiTool provides a return address→③You return the product and provide its tracking number→④LumiTool receives the product and fixes the problem(s)→⑤ LumiTool sends the product and provides its tracking number→ ⑥ You receive productNote:Usually we’ll return the product to your original delivery address, so if you changed address during product maintenance process, please provide the new address to us before we send the product.

Post-Warranty Support: After One Year Warranty

LumiTool provides free lifetime technical support via email to you as the original purchaser. However, after one year, the responsibility for replacement parts, including shipping fees, will be borne by you. In such cases, LumiTool will provide a quote for the required parts and repairs.

Non-applicable Situations

  1. The product is not purchased on our official websites (www.lumitool.net) , Kickstarter or Indiegogo crowdfunding platforms, but from a distributor or an individual user.
  2. The product’s one-year warranty has expired, but customer hasn’t purchased “extend warranty service” yet.
  3. Customer doesn’t or refuse to return the product or return the product to the wrong address.
  4. The reason why customer summit warranty service is the quality issue of the product. However, when we receive the returned product, we find it’s damaged due to customer’s maloperation.
  5. The defect is not caused by production error or the product itself but by customer, like improper operation of the customer, etc.
  6. Without LumiTool’s permission or confirmation, customer disassembles the product to check or repair, which results in damage to the product.
  7. Customer uses illegally licensed, non-standard or undisclosed software, which causes damage to the product.
  8. Customer uses unauthorized unreliable, or incompatible third-party accessories, which caused damages to the product.
  9. Products that operate properly.
  10. Other situations that customer cannot prove the defect isn’t caused by the product itself.