Door to door, duties prepaid, uncrated on site.

Service

Fully insured air freight

Transit time

Typically 12–15 days from dispatch

Duties & customs

Prepaid by Luma Body for the US and Canada

Delivery

Crated to your practice address, uncrated on site

US & Canada shipping

Free on all orders

Rest of world

Shipped worldwide; freight and local taxes quoted before you order

DDP means delivered duty paid: for orders to the US and Canada the price you are quoted is the price you pay. You will not be invoiced by a customs broker and you will not collect the machine from a freight terminal.

We ship to most other countries, but we do not prepay duty outside the US and Canada — import VAT, duty and any local device registration remain the buyer’s responsibility. We quote freight and, where we can, expected import costs before you commit, so nothing arrives as a surprise.

• Twelve months on the machine, from delivery
• Handpieces, applicators and handles: three months
• Replacement parts supplied free within the warranty period
• Lifetime remote technical support by video, for as long as you own the machine

Warranty length for a specific machine is published in the specification table on that machine’s page. Cover is for manufacturing and component failure. Damage caused in use — dropped handpieces, incorrect voltage, liquid ingress, servicing by anyone other than us — is not covered.

To open a claim, email sales@lumabodylasers.com with your model number and a description of the fault.

Every machine is configured and prepared against your order, so the point of no return is when we start preparing it, not delivery. Cancel before then and you owe nothing and are refunded in full. After that point the configuration is fixed and your payment is not refundable, because the machine has been prepared to your specification.

If you chose to pay a 50% deposit, the deposit is non-refundable from the moment it is paid, whenever you cancel. A balance you have already paid is refunded if the order is cancelled before dispatch.

We tell you in writing when we start preparing your order, so you always know which side of that line you are on.

Machines are not sold on approval and cannot be returned because a practice changed its mind after delivery. This is not a policy we chose for its own sake: a returned machine costs more to send back and re-certify than it can be resold for, and every unit is configured for the practice that ordered it. What we do cover is a machine that arrives damaged, faulty, or not what you ordered.

• Damaged in transit — note it on the delivery receipt before the driver leaves, then send us photographs within 3 business days. The shipment is insured and we handle the claim, not you.
• Arrives faulty — report within 14 days of delivery and we repair or replace it at our cost, including freight both ways.
• Not what you ordered — wrong model or wrong configuration is entirely our cost to put right, however it happened.
• Unopened consumables — returnable within 30 days in sealed original packaging, less a 15% restocking fee, with return freight paid by you.
• Opened consumables, cartridges, needle heads and handpiece tips — not returnable, for hygiene reasons.

After the first 14 days, a fault is handled under the warranty above rather than as a return: we diagnose it, and parts are supplied free within the warranty period. Approved refunds are issued to the original payment method within 10 business days of the machine being received back and inspected.

Contact us before sending anything back. A machine returned without a written return authorisation from us cannot be credited, because we cannot trace it to your order.

We ship to business and practice addresses in most countries. The United States and Canada remain our largest markets, and both are quoted delivered duty paid. Operating an aesthetic device is regulated differently in every country, state and province, as is importing one. Confirming that your practice is permitted to use a given machine, and that it may lawfully be imported where you are, is your responsibility, not ours.