Last updated: October 25, 2026
We want you and your child to love your Lumi & Loo pillow. This Return & Refund Policy explains our 90-Day Risk-Free Trial and how returns, refunds and exchanges work. By placing an order, you agree to this policy and our Terms of Service.
1. 90-Day Risk-Free Trial
You may try your Lumi & Loo pillow for 90 days from the date of delivery. If you are not satisfied for any reason, contact us within that 90-day period and we will issue a full refund of the product price you paid, no questions asked, once your return is received and meets the requirements below. Returns are free.
2. Return Requirements
To be eligible for a return:
- You must request the return by emailing support@lumiloom.us within 90 days of delivery and receive a return authorization from us before sending anything back.
- Items must be returned in their original packaging, undamaged.
- Items must include all original components, covers and inserts.
- Items must not show damage caused by misuse, neglect, accidents, improper washing or failure to follow the care instructions.
Returns that do not meet these requirements, or that are sent without a return authorization, may be refused, returned to you, or receive a partial refund at our discretion.
3. How to Start a Return
- Email support@lumiloom.us with your order number, the item(s) you want to return and the email address used for your order.
- We will reply with a return authorization and a prepaid return shipping label. Please use only the label and address we provide.
- Pack the item(s) securely in the original packaging, attach the label and drop the package off with the carrier. Keep your tracking number until your refund is complete.
4. Free Returns
Return shipping is free. We provide a prepaid return label for every approved return. Returns sent using a different method or without our label may not be reimbursed.
5. Refunds
Once we receive and inspect your return, we will email you to confirm whether it has been approved. Approved refunds are issued to your original payment method within 5 to 10 business days. Depending on your bank or card issuer, it may take additional time for the refund to appear on your statement.
Refunds cover the product price you paid. Shipping protection fees are non-refundable once your order has shipped, unless the item arrived damaged, defective or incorrect, or unless required by law.
If you purchased a bundle (for example, 2 or 3 pillows) and return only some of the items, your refund will be based on the discounted per-item price you paid for the bundle, not the single-item price.
6. Damaged, Defective or Incorrect Items
If your item arrives damaged, defective or incorrect, please email us within 7 days of delivery with your order number and clear photos of the item and packaging. We will send a replacement or issue a refund at our discretion. We may ask you to return the item using our prepaid label. If you purchased shipping protection, please also see our Shipping Policy.
7. Exchanges and Size Changes
If you ordered the wrong size, contact us within the 90-day trial period. We can arrange a free exchange for a different size once the original item is returned in accordance with this policy.
8. Late or Missing Refunds
If you have not received an approved refund within 10 business days, please first check with your bank or card issuer, as processing times vary. If you still have not received it, contact us at support@lumiloom.us.
9. Limits and Fraud Prevention
The 90-Day Risk-Free Trial is limited to one trial per customer and household. We reserve the right to refuse returns or refunds that we reasonably believe are fraudulent or abusive, including excessive returns, returns of items that were not purchased from us, or returns of items that have been used in a way that goes beyond a reasonable trial.
10. Gifts
If your item was purchased as a gift and shipped directly to you, you may receive a refund to the original purchaser's payment method once the return is received and approved.
11. Changes to This Policy
We may update this policy at any time. The version in effect on the date of your purchase applies to your order.
12. Contact Us
Questions about returns or refunds? Email us at support@lumiloom.us.