Shipping, Warranty and Returns Policy
International shipments are subject to customs, duties and taxes imposed on goods when transported across international borders. Customs duties protect each country's economy, residents, jobs, environment, etc., by controlling the flow of goods, especially restrictive and prohibited goods.
When your instrument arrives at your shipping destination, import duties, taxes or customs fees may be charged. It is your responsibility to pay any additional charges and to clear the package from customs.
These charges vary by country.
When returning your Product for a warranty claim, please contact customer support at firstname.lastname@example.org and ask for a Return Merchandise Authorisation (RMA).
You may then send the Product to us for processing of your request. You will be responsible for and must pay all shipping costs and assume the risk of loss or damage to the returned Product during transit.
A six-month materials and workmanship warranty covers your Lumen instrument. Should your Product experience full or partial loss of functionality, you may return it to us for inspection and repair (see Return Policy).
Our technical team will perform an inspection to determine the cause of the issue.
If the cause is identified as:
- A fault in materials or assembly workmanship: we will repair the Product and return it to you at no extra cost.
- Damage due to user abuse, attempted modifications or neglect: we will provide you with a quote for the repair and, at your instruction, carry out the repairs and return the Product to you.