Store Policy | Lumi by Pampers™

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Lumi by Pampers™ Store Policy

Introduction and Acceptance of Terms

Last updated: March 9, 2019

This website offers consumers a convenient way to find, learn about, and purchase products from Lumi by Pampers™ ( “we”, “us”, or “our”). We provide this website (the “Site”) subject to the terms and conditions set forth herein (the “Agreement”). The terms of this Agreement apply whether you are just visiting the Site or are a registered account user (as described below). By using the Site, you acknowledge that you have read and understand this Agreement and that you agree to be bound by all of its terms. If you do not agree to all of the terms set forth in this Agreement, please do not use the Site.

Your use of this Site shall be governed in all respects by the laws of the state of Ohio, U.S.A., without regard to choice of law provisions. You agree that jurisdiction over and venue in any legal proceeding directly or indirectly arising out of or relating to this Site shall be in the state or federal courts located in Hamilton County, Ohio.

In accordance with our Lumi by Pampers Policies, to make a purchase online, you must be a legal resident of the 50 states of the United States of America or the District of Columbia and be at least 18 years of age.

Modification of This Agreement

We may modify this Agreement or other policies set forth on the Site from time to time. When we modify this Agreement, we will update the “Last Updated” line above. It is your responsibility to regularly review this Agreement. Your use of the Site following the posting of an updated Agreement constitutes your acceptance of such updated Agreement.

Severability

If any part of this Agreement is found to be invalid or unenforceable, that shall not affect the validity or enforceability of any other provision of this Agreement.

Privacy

Your use of the Site is also subject to our Privacy Policy.

Your Account

The use of certain services on the Site requires the user to have established a user account (an “Account”). There is no charge to establish or maintain an Account, and an Account is required to make a purchase from the Site. In order to establish an account, you must:

  • Provide us with your name, a valid e-mail address, and such other information as we may require from time to time;
  • Create a password; and
  • In accordance with our Lumi by Pampers Shop Policies, to make a purchase online, you must be a legal resident of the 50 states of the United States of America or the District of Columbia and be at least 18 years of age.

You are solely responsible for maintaining the confidentiality of your password(s) and for restricting access to your computer, and for all activities that occur under your Account or password. We will not be liable for any loss that you may incur as a result of someone else using your Account or password, either with or without your knowledge. You agree to be responsible for losses incurred by us or another party due to someone else using your Account and/or password either with or without your knowledge. You agree to notify us immediately of any unauthorized use of your Account and/or password(s) and any other breach of security relating to the Site. You agree that any information you provide to us will be current, accurate and complete and that you will keep such information up to date by notifying us of any changes.

We reserve the right to terminate any Account at any time in our sole discretion, including without limitation for any failure to comply with these Terms of Use, any fraud or abuse, or any misrepresentation that you or anyone using your Account may make to us.

Payment Options

We currently accept the following payment methods:

  • VISA
  • MasterCard
  • Discover Card
  • American Express
  • PayPal

Making a Purchase

If you wish to purchase products or use certain services described on the Site, you will be asked to supply certain information, including but not limited to credit card or other payment information. You agree that all information that you provide to us will be accurate, complete and current. You agree to pay all charges incurred by you or any other user of your Account and/or any credit card or other payment mechanism issued to you, including without limitation any applicable taxes and shipping, handling and processing charges, if any, relating to such purchases and transactions. We will charge your credit card when the item you purchased is shipped. Credit card orders shipped to a location other than your billing address may require additional verification. Tax is collected only on orders shipped to AL, AZ, AR, CA, CO, CT, DC, FL, GA, HI, ID, IL, IN, IA, KS, KY, LA, ME, MD, MA, MI, MN, MS, MO, NE, NV, NJ, NM, NY, NC, ND, OH, OK, PA, RI, SC, SD, TN, TX, UT, VT, VA, WA, WV, WI, WY.

We only sell products to individuals who can purchase with a permitted payment method.

You are permitted to purchase products or services via the Site only for personal use and not for resale. We may in our discretion refuse and/or cancel any order that we believe may lead to the resale of products or services ordered from us. We make no promise that products and services described on the Site are appropriate or available for use outside of the United States. Accessing this Site from territories where its contents are unlawful is prohibited. It is your responsibility to ascertain and obey all applicable laws and regulations with respect to the purchase, possession and use of any product or service ordered via the Site.

We reserve the right to refuse to process or complete any transaction, and to cancel any transaction, in our sole discretion.

Order Acceptance Policy

The advertisement of any product on this Site does not constitute an offer to sell. Your order or your receipt of an electronic or other form of order confirmation does not signify our acceptance of your order, nor does it constitute confirmation of our offer to sell. We reserve the right at any time after receipt of your order to accept or decline your order. We reserve the right at any time after receipt of your order, without prior notice to you, to supply less than the quantity you ordered of any item. All orders placed are subject to additional credit verification. We may also require additional verifications or information before shipping any order.

Order Limitation Policy

Given the popularity of some products, we reserve the right to limit the quantities of items that can be purchased.

Pricing and Availability

All prices and availability of products are subject to change without notice, up until the order is completed and confirmed. We make every effort to provide you the most accurate information on pricing and availability. 

In addition, some of the items on our web site may be incorrectly priced or no longer available at the time you place your order.

In the event a product is listed at an incorrect price, we have the right to refuse or cancel any orders placed for the product listed at the incorrect price. If an item’s correct price is lower than our stated price, we will charge the lower amount and ship you the item. If an item’s correct price is higher than our stated price, we will cancel your order and notify you of the price error and order cancellation. You will, of course, have an opportunity to purchase the item at the correct price, if you so wish.

If an item you have ordered is not available because it is temporarily out of stock, we will handle the issue as described in our Backorder Policy. If we do not believe that we will be able to fill your order at any time (such as, for example, if the product has been discontinued), we will notify you of the same by email and we will cancel your order for that item.

Product Descriptions

We try our best to be as accurate as possible. However, we do not warrant that the product descriptions or other content of this Site are accurate, complete, reliable, current, or error-free. The colors you see will depend on your monitor and we cannot guarantee that your monitor’s display of any color will be accurate. All features, content, specifications, sizes and prices of products and services described or depicted on the Site are subject to change at any time without notice. Certain weights, measures and similar descriptions may be approximate and are provided for convenience only. Packaging may vary from that shown. If a product offered by us is not as described, your sole remedy is to return it unopened in its original packaging in accordance with the Return Policy and Return Procedures.

Shipping Policy

Orders will only be shipped to addresses within the 50 states of the United States of America or the District of Columbia. We strive to ship your order as quickly as possible. However, our shipping estimates are not guarantees or promises that a product will ship on a specific day or be received by you within a specific period. The amount of time it takes for you to receive a product will depend on how long it takes us to process your order and how long it takes the carrier to deliver the order to you once it is shipped.

Our preferred shipping carrier is UPS. However, we reserve the right to use other shipping carriers

Sorry, we are unable to ship to P.O. Boxes. All items must be shipped to a valid street address.

Shipping charges are based upon the shipment option you select at Checkout. The following shipping options are available. Not all shipping methods are available in all geographic areas.

  • Standard Delivery: (5-8 Business Days)
    • Orders are typically delivered within 5 - 8 business days. Actual delivery time depends on shipping distance and may vary.
    • Delivery to some remote addresses may require up to 2 additional days.
    • See www.ups.com/ for additional details.
  • Express Delivery: (2 Business Days)
    • Orders are typically delivered by the end of the second business day after they are shipped.
    • Your order will be shipped after your credit has been approved and/or any other necessary verification has been completed. To be shipped the same day, your order must be submitted and such approval and verifications completed by no later than 3 pm Eastern/12 pm Pacific. All other orders will be shipped on the day that credit approval and/or other verifications are completed, unless the same takes place after 3 pm Eastern/12 pm Pacific, in which case the order will be shipped on the following business day.
    • Some locations in Alaska, Hawaii and remote areas may require additional transit time.
    • See www.ups.com/ for additional details.
  • Rush Delivery: (1 Business Day)
    • Orders are typically delivered by 3:00 pm (Local Time) the next business day after they are shipped. Shipments to rural addresses are typically delivered by 4:30 pm (Local Time) the next business day after they are shipped.
    • Available for shipments to addresses within the 48 contiguous states and to limited addresses in Alaska and Hawaii.
    • Your order will be shipped after your credit has been approved and/or any other necessary verification has been completed. To be shipped the same day, your order must be submitted and such approval and verifications completed by no later than 3 pm Eastern/12 pm Pacific. All other orders will be shipped on the day that credit approval and/or other verifications are completed, unless the same takes place after 3 pm Eastern/12 pm Pacific, in which case the order will be shipped on the following business day.
    • See www.ups.com/ for additional details.

Risk of Loss

All items purchased from us are made pursuant to a shipment contract. This means that the risk of loss and title for such items pass to you upon our delivery to the carrier.

Return Policy; Return and Refunds Procedures

Return Policy

We want to ensure your complete satisfaction so we will happily accept returns in accordance with the following Return Policy:

30-day Money-back Guarantee:

  • Only the Lumi by Pampers Connected Care System is eligible for the 30-day money-back guarantee. You must have purchased the item from us at lumibypampers.com.
  • Contact us at 1-833-Lumi4Me (1-833-586-4463) to speak to a Customer Service Representative and receive your return authorization for the 30-day money-back guarantee.
  • To obtain your refund, the item must be returned to us in its original packaging and delivery box, with all accessories, within 30 days of the date upon which we provided the item to the carrier for shipment to you. You must also follow the Return Procedures specified below. We will not honor incomplete submissions. We are not responsible for lost, late, or undelivered submissions. Returned Product(s) must be in good physical condition (not physically broken or damaged) as per the sole discretion of Lumi by Pampers.
  • You shall assume all risk of loss or damage to the product(s) while in transit to Lumi by Pampers. Refund is limited to the purchase price and excludes any incidental or consequential damages, negligence, strict liability or any other legal theory. Some states do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation or exclusion may not apply to you. This guarantee gives you specific legal rights and you may also have other rights, which vary from state to state.
  • Limit one return per name, household, or address on opened product(s). No requests from groups, clubs, or organizations will be honored. Lumi by Pampers monitors return activity for abuse and reserves the right to limit returns or exchanges in all instances.
  • Please allow time for the returned item to be delivered to us, for us to inspect and process the return, and for the refund to be credited to your account. Please contact us at 1-833-Lumi4Me (1-833-586-4463) to speak to a Customer Service Representative for any questions about your return, or to inquire about the status of your refund.

Defective, Damaged or Incorrect items:

  • Contact us at 1-833-Lumi4Me (1-833-586-4463) to speak to a Customer Service Representative and receive your return authorization (if eligible).
  • You must have purchased the item from us at lumibypampers.com.
  • If you received a damaged or defective item from us, or the wrong item was shipped to you, you will not be responsible for return shipping charges, and we will not charge any restocking or other fee in connection with the return. In addition, you will receive a full refund for the item, as described in our Return Procedures.
  • For incorrect items or defective, damaged products not covered under our Limited Hardware Product Warranty
    • To obtain a refund, the item must be returned to us in its original packaging, with all accessories, within 30 days of the date upon which we provided the item to the carrier for shipment to you. You must also follow the Return Procedures specified below.
    • We cannot accept items back that have been opened or used unless the item is covered under the 30-day money-back guarantee, Limited Hardware Product Warranty or was received by you in a damaged or defective condition.
    • Damaged or defective items returned without their original packaging will not receive a refund.
  • For products covered under our Limited Hardware Product Warranty
    • The Limited Hardware Product Warranty only covers the Lumi by Pampers Activity Sensor and the Lumi by Pampers Video Baby Monitor and its accessories- the dock with attached cable and power adapter.
    • The limited warranty only covers product defects caused by workmanship or build materials. The duration of this warranty is within one year from date of purchase. See www.lumibypampers.com/warranty for full details on our limited warranty.
    • To obtain a replacement or refund, the item must be returned to us within one year of the date of purchase. You must also follow the Return Procedures specified below.

Other Returns:

  • Contact us at 1-833-Lumi4Me (1-833-586-4463) to speak to a Customer Service Representative and receive your return authorization (if eligible).
  • You must have purchased the item from us at lumibypampers.com.
  • For all returns other than damaged, defective or incorrectly-shipped items (see above), you are responsible for and must prepay all shipping charges, and you shall assume all risk of loss or damage to the product(s) while in transit to Lumi by Pampers.
  • To obtain your refund, the item must be returned to us in its original packaging, with all accessories, within 30 days of the date upon which we provided the item to the carrier for shipment to you. You must also follow the Return Procedures specified below.
  • We cannot accept items back that have been opened or used unless the item is covered under the 30-day money-back guarantee, Limited Hardware Product Warranty or was received by you in a damaged or defective condition.
  • Lumi by Pampers monitors return activity for abuse and reserves the right to limit returns or refunds at lumibypampers.com in all instances.

Return Procedures

  • To return an item, contact us at 1-833-Lumi4Me (1-833-586-4463) to speak to a Customer Service Representative and receive your return authorization (if eligible).
  • Customer Service will provide you with the return address or if eligible, with a return label, which you will be required to print and affix to the package.
  • Securely pack the item(s) you are returning in its original packaging and delivery box, and include a copy of the order confirmation e-mail. If the product(s) is returned without the order confirmation, Lumi by Pampers cannot process your refund.
  • Affix the shipping label on the package to be returned.
  • If you have received a gift with purchase, you must return the gift otherwise your return will not be accepted.
  • After we receive, inspect and process your return, a refund will be issued in accordance with our Refund Procedures below.

Refunds Procedures

If you are entitled to a refund in connection with a return, the following conditions will apply:

  • Your refund will be in the form of payment used for the purchase.
  • The amount refunded will be the purchase price paid by you for the returned item (which reflects the amount of any discounts, promotions or coupons that you received), including sales tax charged with respect to the item, as applicable.
  • Credits will be issued after we receive, inspect and process your return. Please allow time for the returned item to be delivered to us, for us to inspect and process the return, and for the credit card issuer to credit your account. Your credit card company determines when the credit will be reflected in your statement. It may take one full billing cycle for the credit to appear on your account.
  • If you purchased using PayPal - PayPal credits the refund according to how the original payment was made. If you used a credit card, PayPal credits your credit card. If you used a funding source other than a credit card, your PayPal balance will receive the credit. If you used both a credit card and another source, the credit card portion goes to the credit card, and the remainder goes to your PayPal balance. Please note, refunds to credit cards can take up to 30 days to appear on your statement.
  • Contact us at 1-833-Lumi4Me (1-833-586-4463) to speak to a Customer Service Representative for any questions about your return, or to inquire about the status of your refund.

Lumi by Pampers Shop Subscription

Subscription Policies

The Lumi by Pampers Shop Subscription program offers the convenience of automatically delivering products you select right to your door on a schedule you set. The Lumi by Pampers Shop may also offer discounts and other promotions such as free shipping on items available as a subscription.

Lumi by Pampers Shop Subscription Price & Promotions

The final cost of each subscription order may vary. We will provide you with the total estimated cost for each subscription order. The estimated cost will be the cost of the item on the day we send you an email notice confirming your subscription order plus sales tax, if any. Applicable discounts or promotions in effect at the time we confirm the price of your subscription order will be applied to your order.

Free Activity Sensor Replenishment Promotion

Active subscribers to the monthly diaper delivery or monthly diaper and wipes delivery service will receive one free Activity Sensor replacement each with their 2nd, 6th and 9th monthly diaper or diaper and wipes subscription shipment. For additional Activity Sensor replacements apart from this promotion, subscribers will have to purchase at lumibypampers.com.

Payment Methods

We currently accept the following payment methods for subscription orders:

  • VISA
  • MasterCard
  • Discover Card
  • American Express
  • PayPal

Any orders placed which include both recurring subscription and one-time purchases must be billed to a valid payment method outlined above.

Subscription Processing and Notification

Your first shipment of each Lumi by Pampers Subscription order you place will be processed immediately after you sign up. The billing and shipping addresses chosen for your initial order will be saved in your account and used on all future orders.

For recurring orders on subscription, we will send you email reminders to update you of your next shipments and any modifications to the item's price or stock. Your Lumi by Pampers Shop Subscription email reminders will be sent 4 days prior to the processing of your recurring order. You will have a chance to review and make changes to your Subscription delivery at any time, but changes need to be made up to 11.59 pm Eastern/ 8:59 pm Pacific of the day before the scheduled order date to reflect changes or to avoid being billed for your next order.

You will also receive a shipping confirmation email once your package has left the warehouse, at which point your selected payment method will be billed. The estimated billing amount will be included. The total estimated cost will be the cost of the item plus sales tax, if any. Applicable discounts or promotions in effect at the time we confirm the price of your subscription order will be applied to your order.

Subscription orders scheduled to be processed over the weekend or a holiday will be placed on the next business day.

Unless you make changes to delay or cancel your order, we will charge your selected payment method on the day we process your order. Once an order has been processed and shipped, it is considered the property of the customer and the customer will be billed based on the amount estimated in the order confirmation e-mail. The items may only be returned in accordance with our return policy set forth in the Lumi by Pampers Shop Policies.

Problems Processing Orders:

If any problems arise with the payment method associated with your subscription order, we will notify you via e-mail using the address associated with your Lumi by Pampers Shop account requesting that you resolve the problem. No additional orders will be processed or shipped until the problem has been resolved.

In the unlikely event that a Lumi by Pampers Shop Subscription item is not available on the day it is scheduled to be shipped, we will notify you of the delay and will attempt to fulfill the order each day for the next 14 days. If the item does not become available during that period, we will notify you and cancel the order. After cancellation, we will attempt to send the next shipment on the next scheduled date, based on your subscription settings. A Customer Service representative may contact you during this period to determine if there is an appropriate substitute for the item.

If a Lumi by Pampers Shop Subscription item is no longer available, we will notify you and automatically cancel your subscription for that item. No additional orders associated with that subscription will be placed.

You may update your shipping & billing and/or your preferred payment method at any time. You may also make changes to your delivery frequency schedule any time.

Please refer to the Lumi by Pampers Shop’s Shipping Policy above for more information on shipping.

Canceling Subscriptions

Your subscription and any related Lumi by Pampers Shop Subscription discount(s) will remain in effect until you cancel your subscription. You can cancel scheduled Lumi by Pampers Shop Subscription orders or individual items at any time.

If you want to cancel an order from the Lumi by Pampers Shop Subscription program, you can do so up to 11.59 pm Eastern/ 8:59 pm Pacific of the day before your recurring order is scheduled to be processed without being billed. Your cancellation will immediately go into effect and you will no longer be charged for the subscription item which was cancelled.

If it is not cancelled one business day prior to the scheduled order date, your items may be shipped and billed based on your account information for that subscription item. Once an item ships, and the shipment and billing is confirmed via e-mail, the items may only be returned in accordance to our return policy set forth in the Lumi by Pampers Shop Policies.

Account / Subscription Changes & Termination

You may make changes to your Lumi by Pampers Shop Account and/or Subscriptions at any time. The following information may be updated:

  • Shipping & billing information
  • Payment method
  • Delivery frequency on subscriptions, or outright cancellation

You may make eligible changes to your subscriptions by:

  • Logging into your account on www.lumibypampers.com and selecting “Subscription”
  • Or clicking the call-to-action button in any e-mail you receive with updates on your Lumi by Pampers Shop subscriptions
  • Or contacting Customer Service:
    • By Phone: 1-833-Lumi4Me (1-833-586-4463), Monday - Friday, 8 am - 8 pm Eastern; Saturday & Sunday, 9 am - 5:30 pm Eastern
    • By e-mail

Lumi by Pampers Shop reserves the right to change the Lumi by Pampers Shop Subscription policies at any time without notice. We may terminate your subscription at our discretion without notice.

© 2019. The Lumi by Pampers™ name and logo are trademarks of Procter & Gamble.