Our Return Policy

PRODUCT RETURNS

At Luminance Smile, our top priorities include customer satisfaction and helping our customers put the Luminance back into their smiles.  We do understand that there are times when a return or refund is necessary.  If you are not satisfied with your purchase, we offer you a full 30 days from the date of your purchase to request a refund (excluding return shipping charges and initial shipping charges, if applicable). 

You may initiate a return by emailing the reason for your return, your order number, and your name to support@luminancesmile.com.  For your convenience and ease of returning the product, we will deduct the cost of the return shipping from your expected refund total and send you a printing label that can be printed and affixed to the package.  Refunds will only be issued to your original method of payment. In general, refunds take about 5-7 business days to post in your original form of payment, but can take up to 10 business days.

To qualify for a refund, each below condition must be met:

  • Returns must be requested within 30 days of the purchase date.  Luminance Smile cannot provide refunds for requests made outside 30 days of the purchase date. 

  • All Luminance Smile products, accessories and original packaging originally included with your purchase must be included with your return.

  • Product must be shipped back within 5 calendar days of the shipping label being provided to you, and you must use the return label provided by Luminance Smile for the return.

  • We will refund the cost of the product to your original payment method, excluding any applicable shipping and handling charges.

Additional terms and conditions:

  • Shipping and handling charges are not refundable.

  • Returns shipped without a return label provided by Luminance Smile® and returns missing products, accessories, or packaging originally provided with the original order will be rejected and return denied.

  • Open product returns will be charged a restocking fee of 15% of the original price of the product(s).  

  • Luminance Smile will not issue refunds until the returned product has been delivered to the address shown on the return label provided by Luminance Smile and product inspected by a Luminance Smile return specialist.

Returned to sender or refused packages: Returned to sender or packages refused by the customer will be charged a 5% restocking/processing fee, and you will be issued a refund (excluding the 5% restocking /processing fee and any shipping charges if applicable) in the original form of payment.

 ORDER CANCELLATIONS

Luminance Smile orders are processed daily and, in most cases, ship the same day they are received if received before shipping cut-off time.  Due to the speed of or order processing team, we’re unable to make any changes to your order once you’ve completed your purchase.  This includes changes like :

  • Delivery/billing address

  • Adding / removing items on your order

*Luminance Smile is not liable for orders shipped to an incorrect address due to customer errors on the order page.  We do not refund or replace orders that were shipped incorrectly due to customer error. 

Questions? Please contact our Luminance Smile support team here.

Once we approve a return, it is necessary that you ship your return items back to us within 5 calendar days. If your items aren’t shipped within said timeframe, Luminance Smile may at its discretion deny the return request.

Defective/Damaged/Incorrect Items: Customer satisfaction is at the forefront of what we do.  In the rare event you receive a defective, damaged or incorrect item, please contact our Smile Care Team within 7 calendar days of your delivery. We will be in contact with you to address and resolve the issue as quickly as possible.