How do I order a Lumin CareHub?

The shape of ordering a Lumin CareHub is simple, but there are a couple of paths depending on what suits the household.

Step 1 — Request a quote

Every order starts with a quote. There are two ways to ask for one:

• **Fill in the Request a Quote form on **mylumin.org — this gives Lumin the basics about who the CareHub is for and how it will be used, and we'll come back to you with a tailored quote.
• Request a callback — also available through the same form. If you'd rather talk it through with someone before committing to anything, this is the path. Someone from the Lumin team will phone you to go through your situation, answer questions, and put a quote together with you on the call. Either way, the quote is free. It's the document that shows exactly what you'll pay — plan, setup, any extras (like additional pendants or smart home accessories), in your currency.

Step 2 — Decide how you want to fund it

Once you have the quote, there are two main paths:

• Pay privately. If you're funding the CareHub yourself or with family, you can simply accept the quote and Lumin will set the order in motion.
• Submit the quote to a funding provider. If you're using Support at Home, NDIS, or another funding pathway, the quote becomes the document your provider works from. There's a separate article on funding that explains how this works in more detail. You can submit to your provider directly, or — if you'd like Lumin to do it on your behalf — give us your provider contact details and we'll reach out for you.

Step 3 — Approval and fulfilment

Once the quote is approved (either by you directly, or by your funding provider), Lumin's team puts the order into fulfilment. The CareHub is personalised before it leaves Lumin's office. We pre-configure the device with the things you've told us during the quote process — Supporters, contacts, language, accessibility options — so by the time it arrives, it's already mostly set up for you.

Step 4 — Delivery and in-home setup

The device is delivered by courier. The setup fee in your plan covers an in-home visit by a trained installer — either a member of the Lumin team or one of our trusted appointed installers, depending on your region. The visit is usually short and unrushed: we plug it in, check the internet connection, test any connected devices like pendants, and then spend most of the time walking through the CareHub with you so you feel comfortable using it. That's it. From quote to setup, the whole process is designed to be light on you — no manuals, no DIY configuration, no "we'll figure it out later."

What if I change my mind?

There are no lock-in contracts. If at any point a household decides Lumin isn't right for them, the device can be returned — a return label is provided and the post is free. Renters get their security deposit back (within 30 days of receipt of the device, assuming normal wear and tear). Purchasers can keep the device or return it for free recycling. The separate Returns article covers this in detail.