Return & Refund Policy

At LUMISTAR, we are committed to delivering high-quality, innovative products. Please review our Return and Refund Policy below, which outlines the rules for returning heavy equipment and accessories.

1. General Return Timeframe & Conditions

We accept return requests within 14 days of your delivery date. To be eligible for a return (for any reason), the following strict conditions must be met:

  • Condition: The item must be in exactly the same condition as you received it—clean, undamaged, and strictly in "like-new" resellable condition.
  • Packaging: The item must be returned in its original packaging. For large machines, original packaging is specifically engineered to prevent severe damage during transit. If you discard the original box, your return request will be denied.
  • Completeness: All original accessories, power cords, manuals, and promotional free gifts included in the order must be returned together.

2. Returning Ball Machines (Buyer's Remorse)

If you are returning a fully functional machine within the 14-day window because you changed your mind, ordered by mistake, or no longer need it, you are fully responsible for the return shipping costs.

Due to the large size and heavy weight of our ball machines, freight costs are substantial. The following terms apply:

  • LUMISTAR Tero / Tero Pro: A flat return shipping fee of $70.00 USD will be deducted from your final refund.
  • LUMISTAR Carry: The return shipping fee will be quoted and deducted based on the actual carrier rates at the time of your return request.
  • Original Shipping & Taxes: Any original outbound shipping fees paid at checkout are non-refundable. For Canadian orders, the import duties, taxes, and international shipping fees (DDP costs) previously paid on your behalf to the government are strictly non-refundable.
  • Restocking Fee Warning: Upon receiving the return, if the machine shows clear signs of outdoor wear and tear, dirt, scratches, or is missing parts, LUMISTAR reserves the right to charge a 15% - 20% Restocking Fee based on the diminished value of the product, or reject the return entirely.

3. Returning Accessories & Spare Parts

If you purchased accessories or spare parts separately, you may return them within 14 days of delivery.

  • Condition: Accessories must be unused, uninstalled, and in their unopened original packaging.
  • Fees: You are responsible for purchasing your own return shipping label for accessory returns. Original shipping fees for accessories are non-refundable.

4. Product Defects & Free Resolution (Within 14 Days)

We stand behind our engineering. If your machine or accessory arrives defective or experiences a critical manufacturing failure within the first 14 days of delivery, we will resolve the issue at no extra cost to you.

  • Strict Verification: You must contact us at support@lumistar.ai and provide clear videos and photos demonstrating the exact issue.
  • Troubleshooting First: Because our machines are large, our technical team will first attempt to diagnose and solve the issue remotely.
  • Resolution: If the defect is confirmed and cannot be resolved remotely, we will ship the necessary replacement modules or a brand-new replacement unit for free. We will also provide instructions on how to handle the defective unit.

5. Beyond 14 Days: 2-Year Limited Warranty

After the initial 14-day window has passed, your purchase is no longer eligible for a return or a full refund. However, your machine is fully protected by our 2-Year Limited Warranty.

If a manufacturing defect occurs during this 2-year period, please contact our support team with video proof. We will provide comprehensive warranty service, which may include supplying necessary replacement parts, offering technical repair instructions, or providing other suitable resolutions at LUMISTAR's sole discretion. (Note: Customers may be responsible for the shipping costs of replacement parts).

6. Damage on Arrival (DOA)

If your product arrives visibly damaged due to the shipping carrier's mishandling:

  • You must contact us within 7 business days of delivery.
  • DO NOT throw away the original packaging. We strictly require clear photos of the damaged product and the damaged outer box to file a claim with the carrier. Once verified, we will work with you to arrange a free replacement.

7. Refused Delivery & Incorrect Addresses

Please ensure your shipping address is 100% accurate before completing checkout.

  • If a package is returned to us because of an incorrect/incomplete address provided by the buyer.
  • If the buyer refuses the delivery at the door without prior written authorization from our support team.
  • Penalty: The customer will be charged for both the original outbound shipping cost and the return shipping fee charged by the carrier. These substantial costs will be deducted from your final refund.

8. How to Initiate a Return

Please do not send your purchase back to the sender's address on the package without contacting us first. Unauthorized returns will be rejected at the warehouse and no refund will be issued.

  1. Contact Us: Email support@lumistar.ai with your Order Number, the reason for the return, and supporting videos/photos.
  2. Get an RMA: If your return is approved, we will issue a Return Merchandise Authorization (RMA) number and provide the correct warehouse return instructions.
  3. Ship Within 7 Days: You must hand over the package to the carrier within 7 days of receiving your RMA. RMAs will expire after 7 days, and late shipments may be rejected.
  4. Pack & Ship: Pack the item securely in its original packaging. Write the RMA number clearly on the outside of the box. Drop off the package and email us the tracking number. We highly recommend purchasing shipping insurance for accessory returns.

9. Refund Process

Once we receive your returned item, our warehouse technicians will inspect it within 3-5 business days. If approved, the refund (minus any applicable shipping costs, non-refundable taxes, or restocking fees) will be processed automatically to your original payment method. Please allow 5-10 business days for the funds to reflect in your bank account, depending on your financial institution.

10. Non-Returnable Items

  • Promotional free gifts (cannot be returned for cash value).
  • Parts and Accessories that have been used or installed.