Return Policy

Return Policy

Effective as of 09/28/2025

At Lumii Studios, we believe your experience should feel thoughtful from the moment you order to the moment your reformer arrives in your home.

This policy is designed to be clear, fair, and customer-first while protecting the care, materials, and craftsmanship that go into every Lumii order.

Returns

We offer returns within 60 days of delivery for eligible items, including open-box returns on reformers.

Eligible for Return

The Lumii Studio Reformer and Lumii Studio Tower Reformer may be eligible for return if:

  • The product is in good condition

  • All original parts are included

  • Original packaging materials are included when available

  • The return is requested within 60 days of delivery

  • The return is approved by our team

  • Pickup or return coordination is scheduled within 7 days of approval

Open-box returns are accepted as long as the reformer shows only normal trial use and is returned complete.

Not Eligible for Return

The following items are not eligible for return:

  • Accessories, including grippy socks, Pilates balls, Pilates circles, weights, bands, or similar items

  • Complimentary, gifted, or promotional items included at checkout

  • Items with heavy wear, stains, misuse, missing parts, or damage beyond normal trial use

  • Items returned without prior approval from Lumii Studios

  • Items requested for return after the 60-day return window has passed

How Returns Work

To start a return, contact us through the contact page on our website with your order number and reason for return.

Once your request is received, our team will review your order and confirm whether the item is eligible.

If approved:

  1. We will send return approval and next steps

  2. We will coordinate return instructions or pickup details

  3. The customer is responsible for return shipping costs

  4. Return shipping costs will be deducted from the final refund amount

  5. Our carrier may provide packing materials if needed and assist with transport logistics

  6. Once the return is received and inspected, we will issue the approved refund to the original payment method

Refunds

Refunds are processed after the returned item has been received, inspected, and confirmed to be complete and in good condition.

Please allow up to 7 business days after approval for the refund to reflect in your account. Processing times may vary depending on your bank or payment provider.

Refunds are issued minus:

  • Return shipping costs

  • Any optional expedited shipping charges selected at checkout

  • Any approved deductions for missing parts or damage beyond normal trial use

Standard outbound shipping is always free. Return shipping is the responsibility of the customer.

Order Cancellations

We understand that plans can change.

Cancel Within 48 Hours

Orders may be canceled within 48 hours of purchase with no cancellation fee.

After 48 Hours

After 48 hours, we cannot guarantee cancellation, as production or fulfillment may have already begun.

Please contact us as soon as possible. If your order has not entered production or fulfillment, we will do our best to accommodate your request.

Once your order has shipped, it cannot be canceled. You may request a return after delivery if the item qualifies under this policy.

Order Changes

Order changes, such as address updates or product selection changes, may be requested within 48 hours of purchase.

To request a change, contact us through the contact page on our website with your order number and requested update.

We cannot guarantee changes after 48 hours or once an order has entered production, fulfillment, or shipping.

Damaged or Missing Items

If your reformer arrives damaged or missing parts, contact us through the contact page on our website within 14 days of delivery.

Please include:

  • Your order number

  • Clear photos of the damage or missing item

  • A brief description of the issue

If the issue is approved, we will repair, replace, or provide the missing part at no additional cost.

Please inspect your package before signing the delivery waybill. If visible damage is present, note it with the delivery driver before accepting the shipment. This helps us resolve the issue faster.

Our Commitment

At Lumii Studios, we value long-term trust over short-term transactions.

If you have questions about your order, return eligibility, delivery, or product condition, contact us through the contact page on our website and our team will take care of you.