Refund policy

Return and Refund Policy

Effective date: August 11, 2026

This policy applies to eligible products purchased directly from the Luminiosa U.S. store and delivered within our published U.S. service area.

30-day PulseRelief X home trial

You have 30 calendar days from delivery to decide whether PulseRelief X is right for you. You may open it and use it normally. You do not need to complete a minimum number of sessions or prove a particular result. If the final day falls on a weekend or U.S. federal holiday, the request period extends to the next business day.

To request a return, email info@luminiosa.com before the end of the 30-day period. Include your order number and use the subject line Return - [order number].

For an eligible change-of-mind return:

  • You pay the return postage and must use a trackable shipping service.
  • We do not charge a restocking fee.
  • We refund the eligible merchandise price and applicable refunded sales tax to the original payment method.
  • Original outbound shipping is not refunded unless required by law.

This does not affect your rights if an item arrived wrong, damaged, or defective.

How to return an item

  1. Email info@luminiosa.com with your order number.
  2. Wait for our return authorization, RMA number, and packing instructions before sending anything.
  3. Give the package to the carrier within 14 calendar days after authorization.
  4. Use a trackable service and keep the carrier receipt and tracking number until your refund is complete.

We aim to answer return requests within one business day. Returns sent without authorization, to the wrong recipient, or to our Wyoming business mailing address may be delayed or rejected.

Authorized U.S. return address

Use this address only after we issue an RMA and confirm the exact addressee in writing:

LumiShop LLC
4283 Express Lane
Suite HR2264
Sarasota, FL 34249
United States

This is a package-receiving address. It is not a walk-in location or a customer-support office.

What must be returned

For a PulseRelief X device purchase or a Core, Complete, or Duo package, return:

  • every PulseRelief X device included in the package;
  • every remote control and USB-C charging cable supplied with the returned device or devices;
  • any included PulseBoost Gel or WarmRelief package that is still factory-sealed; and
  • the RMA number or order number inside the package.

If you purchased Duo, both PulseRelief X devices and all originally supplied remotes and USB-C cables must be returned. The original retail box is not required, but the return must be packed safely.

You do not need to return opened PulseBoost Gel or used WarmRelief patches included in a PulseRelief X package. Their value is not deducted from an otherwise eligible refund.

Packages and partial returns

Core, Complete, and Duo are each sold and returned as one commercial package. We do not offer change-of-mind partial refunds for one included item or for one PulseRelief X device from Duo.

A verified defect affecting one component does not require you to return an otherwise satisfactory package. We may repair or replace only the affected component under the correction or warranty process.

Condition and fair use

Normal home testing is allowed. If a required device, remote, or USB-C cable is missing, we may ask you to send it before the return is completed. If it cannot be returned, we may reduce the refund by its documented replacement cost. A change-of-mind return may also be denied or reduced for intentional damage, unauthorized modification or repair, misuse, or damage beyond normal testing. We will explain the reason and any proposed reduction before issuing the refund.

The 30-day policy does not cover reseller quantities or documented serial purchasing intended to keep included goods or exploit the return process. A prior legitimate return is not by itself abuse. Nothing in this section limits rights that cannot be waived under applicable law.

Standalone PulseBoost Gel and WarmRelief

Unopened, factory-sealed standalone PulseBoost Gel and WarmRelief packages may be returned within 30 calendar days of delivery. The customer pays trackable return postage for a change-of-mind consumable return.

Opened or partly used standalone gel and WarmRelief packages are final sale for change-of-mind reasons. If a product arrived wrong, damaged, leaking, contaminated, or defective, contact us before sending or disposing of it.

Wrong, damaged, defective, or unsafe products

Contact info@luminiosa.com with your order number and clear photos or video when it is safe and relevant to provide them. Luminiosa covers the standard return cost for a wrong, damaged, or verified-defective item.

If an eligible issue is reported within the 30-day return period, you may request a replacement or refund. Eligible PulseRelief X hardware defects reported later are handled under the PulseRelief X One-Year Limited Warranty.

Do not mail a leaking, contaminated, or otherwise unsafe item unless we specifically instruct you to do so. If a product caused burning, injury, or another serious unexpected reaction, stop using it and contact us. Continued use or troubleshooting is not required for an otherwise eligible return or safety report.

Refund timing

We issue an approved refund within five business days after the authorized U.S. receiving point records and inspects the return. The refund is sent to the original payment method. Your bank or payment provider may need additional time to post it.

We do not issue store credit instead of a refund unless you choose store credit.

Cancellations

You may request cancellation until an item is fulfilled. A cancellation request is not complete until Luminiosa confirms it. Because fulfillment may begin quickly, we cannot guarantee cancellation after an order enters processing. If the order has already been fulfilled or shipped, use the return process above after delivery.

Exchanges

We do not process change-of-mind exchanges at launch. Return the eligible product under this policy, then place a new order for the option you want. Wrong, damaged, or verified-defective items may be replaced through the separate correction or warranty process.

Direct purchases only

Products purchased from another retailer must be returned to that retailer under its policy. Any separate Luminiosa limited warranty applies only according to its written terms.

Contact

Questions or return requests: info@luminiosa.com

LumiShop LLC operates the Luminiosa U.S. store.