At LUMIVIO, your satisfaction means everything to us. Every MemorySphere™ is crafted with care, tested for quality, and packaged securely to ensure it arrives in perfect condition. If something isn’t right, we’re here to help.
We accept returns under the following conditions:
If your MemorySphere™ arrives damaged, not working, or with a technical issue, contact us within 14 days of delivery. We will replace it or issue a refund.
If you received the wrong color, product, or accessory, we will replace it at no cost.
If the product doesn’t match the description on our website, we’ll make it right.
Because MemorySphere™ may include personalized videos or custom uploads, we cannot accept returns for:
- Items that have been used
- Items with uploaded media (videos/photos)
- Items returned without original packaging
- Items damaged by the customer
- Items returned after 14 days
This is standard for tech, custom, and personalized products.
Once your return is approved and processed, refunds are issued to your original payment method within 5–7 business days.
Refunds may be partial if:
- The item shows signs of use
- Parts of the packaging are missing
- A discount or promotion was applied
We will gladly exchange your MemorySphere™ if:
- It arrives defective or damaged
- You received the wrong item
- There is a functional issue
Exchanges must be requested within 14 days of delivery.
You may cancel your order within 12 hours of purchase.
After this window, your order may already be in processing and cannot be cancelled.
If you need to cancel urgently, contact us immediately at:
📧 support@lumivio.com
- For defective/wrong items, LUMIVIO covers all return shipping costs.
- For non-defective returns (if approved), the customer is responsible for shipping costs.
We will provide a prepaid label for eligible cases.
If your tracking shows delivered but you did not receive your package:
- Check with neighbors and building staff
- Wait 24 hours
- Contact the carrier
If still unresolved, reach out to us at support@lumivio.com and we’ll help investigate.
Email our support team at:
📧 support@lumivio.com
Please include:
- Your full name
- Order number
- Photos or videos of the issue (if applicable)
- A brief description of the problem
Our team responds within 24 hours.
Every MemorySphere™ comes with a 30-day functional warranty, covering:
- Internal malfunctions
- Charging issues
- Display problems
Damage caused by drops, water exposure, or misuse is not covered.
If you have questions about your order, need help with a return, or want assistance choosing the perfect MemorySphere™, we’re here for you:
📧 support@lumivio.com
⏱ Response time: within 24 hours