Refund policy

Refund & Returns Policy

At ÉLUMÉ, we stand behind every product we ship. Each device is personally inspected and quality-checked before it reaches your door. If something isn't right, we'll make it right.

Our 30-Day Satisfaction Guarantee

We offer a 30-day satisfaction guarantee on all ÉLUMÉ products. If you're not satisfied with your purchase, you may return it within 30 days of delivery for a refund or exchange, subject to the conditions below.

Eligible Returns

To qualify for a return, your item must be returned within 30 days of delivery, in its original condition — unused, undamaged, with all components included (charging cable, packaging, manual) — and accompanied by your order number and proof of purchase.

Non-Returnable Situations

For hygiene and safety reasons, we cannot accept returns where the product shows visible signs of use, wear, or damage caused by the customer; original packaging, charging cable, or accessories are missing; the 30-day window has passed; or the product was damaged due to misuse, drops, water exposure, or unauthorised modification.

How to Return

Email us at hello@elume.co.za within 30 days of delivery with your order number, reason for return, and photos of the product (if reporting a defect). We'll respond within 48 hours with return instructions and a return address. Securely package the product in its original box and ship it back via a tracked courier service. Return shipping costs are the customer's responsibility, except in cases of defective or incorrectly shipped items. Once we receive and inspect the product, we'll process your refund within 7 working days.

Refunds

Approved refunds are issued to your original payment method. Please allow 3–5 working days for EFT refunds, 5–10 working days for card refunds, and 7–14 working days for Mobicred or installment refunds. Original shipping costs are non-refundable (free shipping promotions are valued at R150).

Defective or Incorrect Items

If your product arrives damaged, defective, or incorrect, contact us within 7 days of delivery with photos and your order number. We will cover the return shipping cost and replace the product or issue a full refund — your choice.

Exchanges

We're happy to exchange your product for a different ÉLUMÉ item of equal or greater value. The price difference (if any) will be invoiced separately. Standard return conditions apply.

Realistic Expectations

Red light therapy is a journey, not an overnight fix. Visible results typically require 8–12 weeks of consistent use. We do not offer refunds based on a perception that results are slower than expected. We recommend committing to the full ritual before judging effectiveness.

Warranty

All ÉLUMÉ devices carry a 6-month manufacturer warranty against defects in materials and workmanship. The warranty does not cover damage caused by misuse, accidents, water exposure, or normal wear and tear.

Get In Touch

For all return, refund, or warranty inquiries, email hello@elume.co.za. We respond within 48 hours, Monday to Friday.

Light. Renew. Confidence.