Returns & refunds

Our 30-day promise

You have 30 days from the day your order is delivered to ask for a return, a replacement or a refund.

Faulty, damaged or not as described

If your item arrives damaged, stops working, or isn't what we described, email LumbaLift@outlook.com with your order reference and a photo or short video of the problem. We will send you a free replacement or a full refund, whichever you prefer. In most cases you won't need to send the item back. If we do need it back, we pay the return postage.

Change of mind

If you simply change your mind, you can return the item within 30 days of delivery if:

• it is unused and in its original packaging, with all parts included;
• you email us first, so we can give you the return address and instructions.

For change-of-mind returns, you pay the return postage, and we recommend a tracked service. Our returns address is outside the UK, so this costs more than posting a parcel within the UK. We refund the price you paid for the item once the return arrives.

Refunds

Refunds go back to your original payment method within 5 business days of being approved. Your bank may take a few more days to show it.

Cancellations

Want to cancel? Email us as soon as possible. If your order hasn't shipped yet, we cancel it and refund you in full.

No restocking fees

We never charge a restocking fee. The only cost to you is return postage on a change-of-mind return.

Your rights in the UK

This policy is in addition to your legal rights. Under the Consumer Contracts Regulations 2013 you can cancel an online order for any reason within 14 days of delivery, even if you have opened it; we may only reduce your refund if the item was handled more than needed to check it. Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If they are not, you can reject them for a full refund within 30 days of delivery, and after that you are entitled to a repair or replacement. Nothing in this policy limits those rights.

Contact

Email LumbaLift@outlook.com or call +212 612 206 202. We reply within 1 business day, Monday to Friday.