Refund policy

Last Updated: September 11th, 2026

We want you to love your Lumos purchase. However, if you are not completely satisfied with your Lumos purchase, we are here to help with your return or exchange. Please review the following conditions before getting started:

Eligibility for Returns & Exchanges

You have 30 calendar days from the date of delivery to request a return or exchange without reason, provided the item was purchased directly from Lumos's official online stores (ridelumos.com, eu.ridelumos.com, uk.ridelumos.com , and international.ridelumos.com)

Customers may try the product indoors to check fit and comfort. However, products that show signs of outdoor use or damage may not qualify for a full refund.

To qualify, your item must be returned in a condition suitable for resale, which means:

· Condition: In new condition, with no signs of outdoor use, damage, dirt, or misuse.

· Packaging & Accessories: Returned with all original packaging, tags, labels, and included accessories (pads, mounts, charging cords, etc.) intact.

To start a return request, please email our support team at support@lumoshelmet.co with the following information:

·Your order number / invoice / order confirmation screenshot.

·Clear photos showing the current condition of the product and packaging.

Once your return request is approved, our Customer Support team will guide you through the next steps based on your location.

Please Note: Returned items will be inspected upon arrival. If the product condition does not meet the return requirements, the refund amount may be adjusted based on the condition of the returned item.

Returns by Purchase Channel

Official Websites: Orders purchased directly through Lumos's official online stores (ridelumos.com, eu.ridelumos.com, uk.ridelumos.com , and international.ridelumos.com) may be returned or exchanged directly through Lumos, subject to our applicable return policy.

Amazon Store (Lumos Helmet): If you purchased your product from our official Amazon store, please initiate your return or exchange request directly through Amazon, in accordance with Amazon's applicable return policy.

Authorized Retailers: If your product was purchased through an authorized retailer or official partner, please contact the retailer first, as returns and exchanges are handled according to the retailer's applicable return policy.

Unauthorized Sellers: Products purchased from unverified third-party sellers or unauthorized platforms are not eligible for returns or exchanges through Lumos. Please contact the original seller directly for return or exchange assistance.

Non-Returnable Items & Free Gifts

· Non-Returnable Items: Final sale items and gift cards cannot be returned or refunded.

· Free Gifts: Free gifts cannot be returned or redeemed for cash on their own. If you return your purchased product, any associated free gift must be returned along with it. If the gift is not returned, its standard retail value may be deducted from your refund.

Return Shipping Costs

Return shipping arrangements depend on your location and whether your original order qualified for free shipping, as outlined below. Original shipping charges are non-refundable, except where required by applicable law.

· Prepaid Labels (US, Germany, UK): We provide a free prepaid return shipping label for eligible returns from the United States, Germany, and the United Kingdom when the original order qualified for free shipping.

If the original order did not qualify for free shipping, customers are responsible for return shipping costs. Original shipping charges are non-refundable, except where required by applicable law.

· Other Countries / Regions: We cannot provide prepaid shipping labels for returns outside the US, Germany, and UK. Customers are responsible for all return shipping costs, including any applicable customs duties, fees, or taxes. Please contact our support team to get the correct return warehouse address before shipping.

·Subsequent Returns: Free prepaid labels are limited to one per order. If you request any additional returns for the same order, you will be responsible for all shipping expenses.

Cash-on-delivery (COD) return shipments are not accepted.

*Important Notes & Liability:

· Return Drop-off Timeframe: Approved returns must be handed over to the carrier within 30 calendar days of delivery. If your request was submitted within this period but our review prevents you from meeting the shipping deadline, our Customer Support team will confirm an adjusted deadline in writing. Any prepaid return label must be used by the applicable deadline. Returns shipped after that deadline may be rejected, subject to applicable law.

· Eligibility & Timeframe Calculation: The 30-day return window begins on the date your package is marked as delivered by the carrier. Both submitting your return request to support@lumoshelmet.co and handing over the returned item to the shipping carrier must be completed within 30 calendar days of delivery.

For example: If your package was delivered on August 9th, both your return request and the return drop-off to the carrier must be completed on or before September 8th.

· Use of Non-Official Labels: If a return is lost, damaged, or incurs extra charges and our prepaid return label was not used, the customer is responsible for all associated costs and losses.

· Lost or Unsuccessful Deliveries: Lumos is not responsible for returned items that are lost or damaged in transit. If a return shipment fails to reach our warehouse, it remains the customer's responsibility to re-ship the item to us at their own expense.

Refunds & Exchanges

Processing Times

Once your return shipment is delivered to our warehouse, it must undergo inspection and restock processing before a refund or exchange can be initiated:

US & UK: Please allow 3–5 business days for handling and inspection upon delivery.

Germany: Please allow 7–14 business days for handling and inspection upon delivery.

Other Countries / Regions: Processing times may vary depending on local warehouse logistics and carrier delivery.

Refunds

Once your return has passed inspection and has been successfully restocked:

· Your refund will be processed and applied to your original payment method.

· The total refund timeframe includes the warehouse inspection period stated above and payment processing. Once your refund has been issued, the time it takes to appear in your account depends on your bank or payment provider.

Please Note: Original shipping charges and any non-refundable taxes/fees are non-refundable.

Exchanges

Once your return has passed inspection and has been successfully restocked:

· Our Customer Support team will email you to re-confirm the requested product model, size, and specification. Upon receiving your confirmation, your replacement item will be processed and dispatched.

· Exchange processing time depends on warehouse inspection, your confirmation of the replacement details, and product availability. Our Customer Support team will provide an estimated dispatch timeframe when confirming your exchange.

European Union & EFTA 14-Day Right of Withdrawal

Notwithstanding our 30-day return policy, customers located in the European Union or EFTA countries (Norway, Iceland, Liechtenstein) may have the legal right to cancel or return their order within 14 calendar days of receiving the product, without providing a reason.

To exercise your right of withdrawal, please contact us at: support@lumoshelmet.co

Products should be returned with reasonable care and in their original condition.

Where permitted by applicable law, any reduction in value caused by handling beyond what is necessary to inspect the product may affect the refund amount.

Need Help?

For any questions or additional support, please contact our Customer Support team via email: support@lumoshelmet.co