We want our return and refund expectations to be entirely transparent before you make financial decisions for your pet's care. Our refund eligibility rules vary depending on whether you are renting or purchasing your hardware outright.
Weekly Rental Accounts
Rentals operate on a flexible, pay-as-you-go weekly structure.
Past weekly rental cycles where the device was in your possession are non-refundable.
Ongoing rental charges freeze permanently the moment you contact support and a prepaid return label is generated.
Our initial $29.98 shipping and handling processing fee is strictly non-refundable.
Direct Upfront Purchases
Direct hardware purchases include a 7-day money-back satisfaction guarantee starting from your recorded carrier delivery date.
If you decide Luma is not the right fit, you must contact Support within this 7-day window to request a return and a full hardware refund.
Following the conclusion of day 7, all retail device sales are final.