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Returns and Cancellations
Updated October 2022
Hello! If you’re considering returning or cancelling your Hardware or Software, this is the right place. Simply follow the path that best suits your requirement below:
1. Cancel my order before it ships.
If you wish to cancel your order you can do so from your original order acknowledgement email. Simply open up the confirmation mail and select ‘Amend Order’ to view the cancellations options. Please note, if your order has already shipped, you will need to go through the ‘Return for Refund’ option (outlined below) and have the device sent back to us.
2. Return for Refund or Exchange (Damaged Items) - 30 Day Warranty
We are pleased to be partnered with LOOP returns, offering a 30 day full refund or exchange from the date of item receipt. If your return is coming back from the same country you purchased in then the shipping cost is free of charge. If however you have moved to another country then you will need to contact our Creator Support Team here to discuss your return options. In addition, there will be an extra return shipping fee for you to pay which will be deducted from the total amount you’re refunded. All returned LUMI Products must be in their original condition when returning for refund. This same return path would also be appropriate if your item has arrived damaged and you require a replacement unit.
Your software will be deactivated within 10 days of your hardware product being received at our warehouse. In addition, please remember to cancel your direct debit for your LUMI subscription, as this needs to be done separately to your Hardware return. To do this, log into your account on playlumi.com and select ‘update subscription’.
2.1 Soundpacks or Software
If you want to return your soundpack or software you have 14 days from the date of purchase. Simply contact our Creator Support Team here and they will process the refund and deactivate your software. For the avoidance of doubt, the software bundled with the Hardware, such as your LUMI subscription shall be governed by the same returns policy for the Hardware, and cannot be returned individually.
Stand-alone Software. You may return Stand-alone Software within 14 days of the date of purchase. Once 14 days have passed from the purchase date of your Stand-alone Software, you may not return it unless there is a fault or system incompatibility that cannot be remedied and is identified within 90 days of the purchase date.
EU Cooling Off-Period. EU law gives EU consumers a 14-day right of withdrawal that is also known as a “Cooling Off Period,” for Products purchased online, but it only applies to Software that has not yet been downloaded and, pertaining to our Products, our own refund offering is more generous. Overall, much of the LUMI return policy is more favorable than what is required under the law. In the event of a conflict between the ROLI return policy and applicable law, you are entitled to the more generous rights conferred by EU or local law.
Select the appropriate returns form below if you need to start your return:
3. Replacement under Manufacturer’s Warranty
If your hardware develops a manufacturer's fault past the 30 day ownership period, a free repair or replacement may be offered to you if the fault is covered under our general terms of sale. Please contact a member of our Creator Support Team here so that they can appropriately resolve your request. Should your request for a return or replacement be approved, you will be issued with a shipping label which will be sent to your registered email address for you to then print off. You must use the prepaid shipping label we provide you or you will be responsible for any shipping costs to return the item. Please pack the product you’re returning carefully in the protective packaging it was originally shipped in or a suitable protective case alternative. If the product is not packaged carefully you may be responsible for any damages incurred in transit. Once we receive your ROLI Product, it will undergo further diagnosis by our technicians to determine whether or not the issue is covered by our warranty policy.
Luminary ROLI warrants that products will be free of defects in materials and manufacture under normal use for two years, or 12 months for BLOCKS products. The warranty applies only to new, unused and authorized units purchased from Luminary ROLI and the term begins on the date of shipment. Proof of purchase in the form of a receipt may be required. The warranty is conditioned on proper use of the product by the purchaser. Luminary ROLI reserves the right to deny a product’s associated Limited Warranty if the defect is the result of abuse, neglect, alteration or attempted repair by non-authorized personnel. Upon return of the warranty-eligible product to Luminary ROLI or an authorized repair center, your product will be repaired or replaced, free of charge, with a functional equivalent product that is new or refurbished at Luminary ROLI’s discretion. Further details about your rights under this warranty policy can be found here: roli.com/legal
For further detailed information about our warranty policy, please refer to our General Terms of Sale.