All return requests must be made within 30 days of delivery and are subject to a 15%-30% restocking fee plus shipping cost.

Due to our compliance with Health and Safety regulations, we cannot accept returns for Pillows, Cushions, Bedding, Supplements, Topicals, Used Braces/Supports, Inserted Products (ear, nose, mouth, etc.) or Massage Products once they are opened or used.

Refunds should appear on your next credit card billing statement.

Extended Holiday Return Period

To make it easier to buy gifts for your friends and family, we have extended our return period to items shipped between November 18th – December 31st. These items may be returned until February 1st of the following year, for a refund, subject to our other return guidelines in our Return Policy.

Exchanges

The restocking fees will be waived if you choose an exchange for the same item or an item of similar value. The product(s) returned to Elastogels must be in like-new, resellable condition.

Return Instructions

  1. Please be aware that our actual outbound shipping cost will be deducted from your return refund. You will also be responsible for shipping the merchandise back to us at your expense. No Exceptions, unless exchanged (see above).
  2. Request an RMA number via e-mail (customerservice@thelumigroup.com) or call 1.888.611.0881. Once you have been assigned an RMA number, it will be valid for 14 days only.
  3. Please write the RMA number clearly on your return shipping label (if you do not have a shipping label, you can purchase one at your nearest office supply or shipping store). Affix the shipping label to the outside of the package. ** Please Note: Do not write the RMA number on any other part of the package. **
  4. We recommend sending the package via UPS, or other shipping services which will provide you with a tracking number and/or delivery signature. We are not responsible for refunding or replacing a lost item without proof of delivery. We also recommend obtaining insurance for high-value items for your protection.
  5. All packages received without a pre-assigned RMA number shown on the label will be refused. If the package is damaged during shipping, or the product is not in the original packaging, it will be refused. 
  6. All claims for incomplete, defective products and/or missing accessories must be made within 5 days of merchandise being received. Please note: if the original packaging is not returned with the item, we may charge up to a 30% restocking fee.

Non-Returnable Items

Certain products cannot be returned for any reason due to our compliance with Health and Safety Laws/Regulations.

  • Products inserted into any body orifice (ear, nose, mouth, etc.)
  • Buckwheat filled products
  • Bedding or bed wedges/cushions
  • Water pillows of any kind
  • Used or worn braces & supports
  • Si-Loc – Support Ring for the SI-Joint and Pelvic Ring
  • Hot/Cold therapy products – heated or frozen/refrigerated
  • Supplements, Topicals, or Analgesics (opened or unopened – to protect customers from contamination and tampering)
  • Worn or washed clothing or other wearable merchandise
  • Assembled Furniture and DVD/VHS media
  • Other items, such as Theraputty, which can be contaminated with dust, skin, or hair
  • All heating pads, pillows, and low back cushions may be returned ONLY if the items have not been opened or removed from the sealed plastic bags.

Cancellation Policy

To cancel an order, please send us an e-mail at customerservice@thelumigroup.com or call 1.888.611.0881, and we will cancel your order at no cost. Please note that orders placed prior to 3:00PM EST are normally processed the same business day. If your order has already been shipped, the order can no longer be cancelled, and the shipping charges will not be refunded.

How to Cancel Your Order Online

  1. Login to your account by clicking “Login” at the top right of our website. If you are already logged in, click “My Account” at the top right of our website.
  2. In the My Account section, find the Orders section, and click on “See Orders”.
  3. Find the order you wish to cancel and click on either the Date or Number field to load the order. When the page loads your order, click on the “Cancel Order” button.
  4. Wait for the page to refresh. You will see “Confirmation: Sales Order successfully Cancelled”. If you see this confirmation, then your order has been cancelled.

Damaged Item Received Upon Delivery

  • Please inspect all items before you sign for them.
  • If the product has been visably abused or damaged during the shipping process, you have the right to refuse delivery.
  • Any freight item damage must be reported within 3 business days in order to file a freight claim. Please note the driver’s name on the Bill of Ladding(BOL) freight document if the box or package has any damage, cuts/tears, or rips/scratches before signing for the product(s).
  • Note any damages on the delivery bill, and have the driver sign it – acknowledging the damage.
  • For non-freight items, contact customer service within 7 days of delivery at customerservice@thelumigroup.com or call 1.888.611.0881 to start an insurance claim. For freight items, contact customer service within 3 business days of delivery.
  • Replacement of damaged parts will be shipped to the customer at no charge.

Defective / Warranty Items

  • Within the US, we will issue a return label and ship the replacement item at no charge (or issue a full credit) for defective items returned within 30 days of delivery.
  • For International Customers, we will reimburse the customer up to $20 for the return shipping, if returned within the 30 days.
  • If after 30 days (but still within the warranty period), the customer will be responsible for both the inbound return shipping and the outbound replacement shipping charges.
  • If an item is reported as defective but arrives in working condition (not defective), it will be treated as a regular return and will be subject to the same restocking fee and deduction of the shipping charges from the final refund credit.
  • There are certain items for which returns or replacements must be handled directly with the manufacturer. Please contact us at customerservice@thelumigroup.com or call 1.888.611.0881 for details. Please Note: Warranties vary by manufacturer.

Other Disclaimers

The Lumi Group holds no claims that magnetic therapy will heal your pain. Always consult your physician before purchasing any exercise equipment.

NOTE: All freight must be inspected prior to signing the Bill of Lading (Shipping Documents). Note any damage on the delivery paperwork and notify us at your earliest opportunity. All repairs due to undocumented freight damage are the customer’s responsibility.