How can I get a refund?

LUMI Refund Policy: How to Request a Refund

We want your experience with LUMI to feel right – not just for your style, but for your wallet. If something didn’t work out the way you hoped, this article walks you through everything you need to know about the LUMI refund policy: who qualifies, what to do, and what to expect.

LUMI Refund Eligibility: What Qualifies

LUMI’s refund eligibility criteria outlined in our Money-Back Guarantee Policy apply to all purchases – whether you subscribed on the website or through the App Store. There are two windows:

The 48-Hour Guarantee

You can request a full refund on any initial subscription purchase within 48 hours of the transaction – no questions asked. If you’ve just subscribed and changed your mind quickly, reach out to us right away and we’ll take care of it.

14-Day Non-Usage Refund

If you subscribed but never really used LUMI fashion styling app – meaning you haven’t completed any progress in your style plan or done anything beyond the initial onboarding – you’re eligible for a full refund within 14 days of your purchase date.

This is designed for members who signed up but then life got in the way. If you haven’t explored LUMI, the personal styling features, or the outfit recommendations yet, you haven’t had a real chance to experience it – and we’d rather give you your money back than have you feel stuck.

How to Request a Refund for a Purchase Made via the LUMI Website

If you purchased your LUMI membership directly on lumi-app.co, here’s how to submit a refund request:

Steps to request a LUMI refund

Send an email to customer.care@lumi-app.co or through our Contact Form.
Use the subject line: Refund request – [your registered email address].
In the email, include:

Your registered email address
The date of your purchase
Type of subscription (e.g., trial, monthly, annual plan.
Which condition applies: 48-hour window or 14-day non-usage.
Any other context that helps us identify your account.

4. Our Customer Support Team will review your request and follow up with next steps.

That’s it. A brief, clear email is all it takes. You don’t need to fill out a form or go through multiple steps.

Tip: Not sure if you purchased through the website or the App Store? Check your inbox for the purchase confirmation email.

LUMI Refund Processing Time

After submitting your refund LUMI request, here is what to expect at each stage:

Request received
Your email arrives in our support queue. Our Support Team will review your case and may contact you if additional details are required.
Review in progress
Each request is evaluated individually based on the eligibility criteria and the information provided. Our team aims to respond promptly.
Decision communicated
You will receive an email confirming whether the refund has been approved or explaining why it could not be issued.
Funds returned to your account
If approved, the refund is processed back to your original payment method. Depending on your bank, card network, and currency, this can take up to 15 business days to appear.

Why Your Refund May Not be Approved

Refund requests are reviewed carefully and individually. In some cases, a refund may not be possible even if a request is submitted. Here’s when that can happen:

Eligibility criteria not met. If your request falls outside the 48-hour window and you’ve actively used the LUMI clothing app beyond onboarding, the standard refund conditions don’t apply.
Apple App Store process limitations. Even though LUMI’s eligibility criteria apply, Apple’s refund process is outside LUMI’s control. Apple may apply their own criteria when reviewing requests.
Active dispute or chargeback. If a dispute has been initiated with your bank or payment provider, we may be unable to process a refund while the case is under review.
EU prior consent exception. EU users who gave explicit prior consent for LUMI to begin delivering the service during the withdrawal period may only be eligible for a proportional refund rather than a full one.

If your request is declined, we’ll explain why. You’re always welcome to reach out to our Customer Support Team with follow-up questions.

Disputes and Chargebacks

If you have a question about a charge or your subscription status, please contact us first – at customer.care@lumi-app.co – before opening a dispute with your bank.
Reaching out directly gives us the chance to review your situation and resolve it quickly. In most cases, we can help faster than a bank dispute process allows.
Important: initiating a chargeback or reversing a payment through your bank before contacting LUMI styling app may result in the immediate termination of your account. If a chargeback is overturned in our favor, you may contact our Customer Support Team to discuss reinstating your account.
Additionally, if you’ve already submitted a refund request directly to LUMI, please do not also initiate a separate chargeback through your payment provider for the same transaction – unless your request has been denied by us. If duplicate refunds are received, LUMI reserves the right to work with your payment provider to reverse one of them.
For the fastest and most flexible resolution, always contact LUMI first.

Refund vs. Cancellation: What’s the Difference?

These are two separate things – and it’s worth understanding the difference before you reach out.

Cancellation stops future recurring payments for your subscription. You keep full access to LUMI clothing app until the end of your current billing period. No refund is issued automatically.
Refund is a separate request to return money you’ve already paid for the LUMI membership. It’s reviewed individually according to the LUMI return policy.
Cancelling does not automatically result in a refund. If you want both, submit a refund request and our team will handle the cancellation as part of the process.

FAQs

I cancelled my LUMI subscription. Will I get a refund automatically?

No. Cancellation stops future charges but doesn’t trigger a refund automatically. If you want a refund, you need to submit a separate request to customer.care@lumi-app.co and meet the above eligibility criteria.

Can I get a refund if I’ve already used the LUMI styling app?

The 14-day non-usage refund applies only if you haven’t progressed beyond onboarding – no outfit exploration, no style plan activity. If you’ve been actively using LUMI as your personal styling app, this option doesn’t apply. The 48-hour guarantee may still be relevant if you’re within that window.

Still Have Questions?

Our Customer Support Team is real people who are happy to help. If something about your LUMI refund policy isn’t clear, reach out any time:

Email: customer.care@lumi-app.co
Phone: +1-844-701-1660
Full policy: lumi-app.co/money-back-policy

Style is personal – and so is how we handle every request. We’ll do our best to make it right.