Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at Lumapickleball@gmail.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at Lumapickleball@gmail.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at Lumapickleball@gmail.com.

Our Promise

We want you to love your Luma gear. If something isn’t right, we’ll do our best to make returns simple and fair.

Return Eligibility

At this time, we only accept returns for orders shipped within the United States.
You have 30 days from the date your order was delivered (as shown on your tracking information) to initiate a return. For example, if your package was marked as delivered on June 1st, you have until July 1st to request a return.
All items must be returned in the same condition in which they were received unused, unmarked, and with all original packaging, tags, and accessories.
Final sale items, customized paddles, gift cards, used paddles cannot be returned or exchanged.
Items that do not meet these requirements will not be accepted and will be shipped back at the customer’s expense.

How to Initiate a Return

To begin a return, please email Lumapickleball@gmail.com with the following information:

Order number
Item(s) you wish to return
Reason for the return
Desired outcome: refund or store credit

We’ll respond within 2 business days with next steps, including shipping instructions. Returns not initiated via email will not be accepted.

Refunds

Approved returns for a refund will be processed within 5–10 business days after the item is received at our facility.
Refunds will be applied to the original form of payment.
Shipping costs are non-refundable.
Unless the item was defective, customers are responsible for return shipping.

Store Credit

You may choose to receive store credit instead of a refund.
Store credit will be issued as a code redeemable at checkout on Lumapickleball.com.
Store credit does not include the original shipping fee.
Returns for store credit do not incur any additional handling fees.

Damaged or Defective Items

If your order arrives damaged or defective, email us immediately at Lumapickleball@gmail.com with your order number and photos of the damage.
We will cover the return shipping cost and either send a replacement or issue a full refund.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.