Our Off-Grid Guarantee
At LuminAID, our technology is designed to withstand tough conditions and long-term use, so that NGO field staff and emergency responders can rely on it when disaster strikes. Whether you’re embarking on an off-grid adventure, or hunkering down while you wait out a storm, we’re confident your LuminAID will be ready when you need it. If your LuminAID does not perform as promised, we want to make it right.
Does My Product Issue Qualify for the Off-Grid Guarantee?
The Off-Grid Guarantee covers products purchased by individuals through LuminAID.com or authorized resellers, for the expected lifetime of the product. Should your product not function properly under normal use, LuminAID will provide a suitable replacement or credit at its discretion. The Off-Grid Guarantee does not cover damage caused by misuse, improper maintenance, negligence, normal wear and tear, or accident (loss/theft). We may require proof of purchase or request the product back for evaluation.
If you placed your order on LuminAID.com, we also offer a 100-day return window -- for any reason -- including simply changing your mind or wanting a different product. Please refer to our Return and Exchange Policy for more information.
Simply put: if you are having a problem with your LuminAID, we encourage you to reach out to us regardless of the age of your product, or where you purchased it. We always want to make sure LuminAID customers are satisfied with their products and getting full use out of them.
Proper Functioning and Improper Use
A product does not function properly if it cannot meet intended function under normal storage and usage conditions. Defective materials (plastics, batteries, or snaps) or workmanship (seams, construction, etc.) are covered by the Off-Grid Guarantee for the lifetime of the product. Normal wear and tear, and cosmetic wear unrelated to function or safety, such as discoloration, scuffs, or air bubbles, are generally not covered under the Off-Grid Guarantee.
Damage caused by improper use, such as storage outside the recommended temperature range, puncturing or crushing the battery, burns caused by fire embers or cigarettes, cuts made by scissors, knives, or sharp objects, or water damage due to improper closure of port caps is not covered under the Off-Grid Guarantee.
Missing Parts
If your order ships with missing products or missing parts such as charging cables, please contact us so that we can correct the mistake. If you discard or lose your instruction manual, we are happy to provide a digital copy that you can print at home.
If you lose your charging cable or it gets damaged (dogs seem to be big culprits!) we are happy to send a replacement cable to a US shipping address. Please note that the charging cable that ships with your LuminAID is intended to be used to recharge your LuminAID, and may not fit your phone. We recommend that you use your phone’s USB charging cable to charge your phone with our 2-in-1 Phone Charger products.
Lifetime
The term Lifetime refers to the lifetime of the product. This means the lifetime of the components, battery and materials, rather than the lifetime of the product’s owner. We take great care to choose durable materials that will provide years of use at optimal performance, but all materials and batteries degrade over time and with use.
For most PackLite products, the expected lifetime of the product is approximately 5 years from date of manufacture.
Wear and Tear
Wear and tear is damage that naturally occurs as a result of normal use and storage. Materials may fade or yellow over time, and battery performance will degrade as the battery is charged and discharged. We design our products to exceed most stated specifications, and most customers still enjoy their LuminAID products well past the product’s expected lifespan, but performance and durability will not match that of a brand-new product.
Recycling Commitment
We recycle, refurbish, or donate returned products and batteries. If your LuminAID products have reached the end of their life and you would like to recycle or donate them, we are happy to provide recycling instructions or a pre-paid US shipping label to facilitate this for you, based on the condition of the product.
Suitable Replacement or Credit
For discontinued products, LuminAID reserves the right to offer a replacement of a similar product model, or store credit equal to the last advertised retail price of the product. Proof of purchase or a photo of the product may be requested
How to Contact Us:
For technical support, or to request a replacement or credit under the Off-Grid-Guarantee, please fill out our form below:
