Refund policy

RETURN & REFUND POLICY

At Lumroot, we want you to feel confident in every purchase. Please read this policy carefully before requesting a return.

Our 14-Day Return Window
We accept returns within 14 days of the confirmed delivery date. To be eligible, items must be:

  • Unopened and unused
  • In original factory-sealed packaging
  • Accompanied by proof of purchase (order number or confirmation email)

Once a product has been opened or used, it is no longer eligible for a return or refund. This policy exists because the Lumroot Scalp Therapy Massager is a personal wellness device that comes into contact with the scalp.

How to Request a Return
Email us at tracktivesg@gmail.com with:

  • Your order number
  • Reason for return
  • A photo of the item in its original sealed packaging

We will respond within 24–48 hours with return instructions. Do not ship any item back before receiving confirmation from us — unrequested returns cannot be processed.

Return Shipping
Return shipping costs are the responsibility of the customer unless the item arrived damaged or defective. We recommend using a tracked shipping method as Lumroot is not responsible for return parcels lost in transit.

Refund Processing
Once we receive and inspect your returned item, we will notify you of the outcome within 3–5 business days. Approved refunds are processed to your original payment method within 5–10 business days. Please note that your bank or card provider may take additional time to reflect the credit.

Damaged or Defective Items
If your item arrived damaged, defective, or incorrect, contact us at tracktivesg@gmail.com within 7 days of delivery with clear photos of the issue. We will arrange either a full replacement or a complete refund at no cost to you — no return shipping required.

Non-Returnable Situations
We are unable to process returns or refunds in the following cases:

  • Items returned after the 14-day window
  • Opened or used products
  • Items damaged due to misuse, negligence, or improper handling
  • Returns sent without prior authorisation from our team

Order Cancellations
Orders can only be cancelled within 12 hours of placement, before they are dispatched to our fulfilment partner. To cancel, email tracktivesg@gmail.com immediately with your order number. After 12 hours, the standard return policy applies.

Contact
For all return and refund enquiries, reach us at tracktivesg@gmail.com. We aim to respond within 24–48 hours and resolve every case fairly.