Refund policy

Return and Refund Policy

Last updated: August 19, 2026

We want you to feel confident shopping with La Vie Lumière. Because our collection includes personal-care items, oversized products, and freight-delivered wellness equipment, return eligibility and shipping requirements vary by product.

Please review this policy before placing your order.

Return Window

Eligible products may be returned within 30 days of confirmed delivery.

To qualify for a return, the product must be:

Unused and in new, resalable condition
Unassembled and uninstalled
In its complete original packaging
Accompanied by all accessories, components, manuals, and documentation
Free from damage, wear, odors, stains, or other signs of use

Proof of purchase is required.

Requesting a Return

All returns require authorization before shipment.

To request a return, contact us through our website’s Contact page and include:

Your name
Order number
Product being returned
Reason for the return
Photographs of the product and packaging

Do not send a product to the address printed on its original shipping label. Products are fulfilled from different locations, and unauthorized returns may be refused or lost.

If the return is approved, we will provide instructions and the correct return destination.

Return Shipping and Restocking Fees

For returns caused by buyer preference, ordering the wrong item, space limitations, failure to review specifications, or another reason unrelated to product damage or seller error:

The customer is responsible for return shipping.
Original shipping and freight charges are nonrefundable.
Any carrier pickup, storage, redelivery, or address-correction charges are nonrefundable.
A restocking fee of up to 25% may apply to oversized or freight-delivered products.

Any applicable restocking fee will be disclosed before the return is authorized.

La Vie Lumière will cover reasonable return or replacement costs when we confirm that an incorrect, defective, or materially damaged product was delivered.

Oversized and Freight Products

Saunas, cold-plunge systems, tubs, whirlpools, and other oversized products must remain unassembled, uninstalled, unused, and secured in their complete original packaging to qualify for a discretionary return.

Freight return costs can be substantial. Please carefully review product dimensions, doorway clearance, electrical requirements, installation requirements, delivery access, and intended placement before ordering.

Products that have been assembled, installed, filled with water, connected to utilities, or otherwise used are not eligible for a standard return.

Damaged Freight Deliveries

Inspect freight shipments before signing the delivery receipt.

If visible damage is present:

Photograph the shipment and packaging from multiple angles.
Describe the damage on the carrier’s delivery receipt before signing.
Retain all packaging and shipping materials.
Contact us within 48 hours of delivery.

If concealed damage is discovered after unpacking, stop assembly or installation and contact us immediately with photographs.

Failure to document visible freight damage may limit the remedies available through the carrier. We will review documented damage and determine whether replacement parts, a replacement product, a carrier claim, or a refund is appropriate.

Incorrect, Defective, or Incomplete Orders

The wrong product
An incorrect product configuration
A product with missing components
A product that appears defective
A materially damaged parcel shipment

Include clear photographs or video showing the product, packaging, shipping label, and affected area. Do not discard packaging or attempt repairs before receiving instructions.

Nonreturnable Products

The following products are not eligible for return unless they arrive damaged, defective, or incorrect:

Opened or used personal-care and body products
Products with broken hygiene or safety seals
Gift cards
Clearance or final-sale merchandise
Customized or made-to-order products
Installed, assembled, or used equipment
Products returned without authorization
Products missing original packaging, accessories, or components

Cancellations

Cancellation is not guaranteed after an order has entered processing. Orders that have shipped cannot be canceled and must follow the applicable return procedure. Supplier, payment-processing, freight, or restocking charges already incurred may be deducted from an approved cancellation refund.

Exchanges

We do not offer direct exchanges. If an eligible product is approved for return, you may place a separate order for the preferred item after the return is processed.

Refunds

Approved refunds are issued to the original payment method after the returned product is received and inspected.

Please allow 5–10 business days for an approved refund to be processed. Your bank or card issuer may require additional time to post the credit.

Refunds may be reduced by applicable:

Return shipping costs
Original shipping or freight charges
Restocking fees
Missing-component costs
Damage caused after delivery

We will notify you if a return does not meet the stated eligibility requirements.

Manufacturer Warranties

Some products include a manufacturer warranty. Warranty coverage, duration, and exclusions vary by product and are separate from this return policy.

If a covered issue occurs after the return period, contact us with your order information and a description of the problem. We will help identify the appropriate warranty-support process.

Questions

For return, refund, cancellation, damage, or warranty questions, please contact La Vie Lumière through the Contact page on our website. Include your order number so we can assist you efficiently.