Politique de remboursement

At Lumea®, we want you to feel confident trying your skincare ritual. Our policy is designed to be fair, protect customers in case of damaged or defective items, and prevent misuse. Please read carefully, most questions are answered below.

1) 60-Day Satisfaction Guarantee

If your Lumea® ritual is not the right fit for your routine, you may contact us within 60 days of delivery.

To help us review your request fairly, we may ask for:

- Your order number
- A short explanation of your concern
- Photos of the product received
- Photos of the packaging, if relevant
- Details about how and when the product was used

Because Lumea® products are skincare and personal care items, opened or used products cannot be returned as standard resellable goods. However, opened products may still be reviewed under our 60-Day Satisfaction Guarantee.

Depending on the situation, our team may offer product guidance, a replacement, store credit, a partial refund, or a refund.

To start a request, email info@lumea-lab.com with your order number and “Satisfaction Guarantee” in the subject line.

Please do not return any product without prior approval. Returns sent without approval may not be accepted.

2) Change-of-Mind Returns for Unopened Products

For unopened and unused products, you may request a return within 14 days of delivery.

To be eligible:

- The item must be unopened, unused, and sealed
- The item must be in its original packaging
- All included items, inserts, and accessories must be returned
- The product must be in resellable condition

Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect.

To start a return, email info@lumea-lab.com with your order number.

3) Opened or Used Skincare Products

For hygiene and safety reasons, skincare and personal care products that have been opened, unsealed, or used cannot be returned through the standard return process.

This does not prevent you from contacting us under our 60-Day Satisfaction Guarantee. If you are not satisfied with your experience, please email us and our team will review your case individually.

4) Damaged, Defective, or Incorrect Items

Please inspect your order as soon as it arrives.

If your item arrives damaged, leaking, defective, or if you received the wrong product, contact us within 48 hours of delivery at info@lumea-lab.com Please include:

- Your order number
- Clear photos of the damaged, defective, or incorrect item
- Photos of the outer packaging
- A short video if the issue cannot be shown clearly in photos

Once confirmed, we will arrange an appropriate solution, which may include a replacement or refund.

Claims reported after 7 days may be limited to review, depending on the situation.

5) Lost Packages / Delivered but Not Received

If tracking shows that your package was delivered but you did not receive it, please contact us within 7 days of the delivery date at info@lumea-lab.com

Before contacting us, we recommend checking:

- Around your mailbox or delivery area
- With neighbors or nearby households
- With your building manager, reception, concierge, or mailroom, if applicable
- Any safe place where the courier may have left the parcel

We will help investigate the issue with the carrier. If the carrier is unable to confirm successful delivery, we will review the case and may arrange a replacement.

Stolen, misplaced, or misdelivered parcels reported after 7 days may be outside our control.

6) Cancellations and Address Corrections

Orders are sent to fulfillment quickly.

You may request cancellation or address correction by emailing info@lumea-lab.com as soon as possible.

We can only guarantee cancellation or address changes if your order has not yet been processed or shipped. Once an order has entered fulfillment or has been dispatched, cancellation or address changes may no longer be possible.

If an incorrect or incomplete address was provided at checkout, additional reshipping fees may apply. Original shipping fees are non-refundable.

7) Bundles, Gifts, and Digital Items

If your order included free gifts, digital guides, promotional bonuses, or bundle items, these must be considered as part of the original order.

Digital items, including e-books, guides, routines, or downloadable content, are non-refundable.

If a refund is granted on a bundle that included non-returnable bonuses, we reserve the right to deduct the standalone value of any retained or non-returnable items where applicable.

Gift cards and final sale items are non-refundable unless required by law.

8) Return Shipping and Return Instructions

Always contact info@lumea-lab.com before sending anything back.

If your return is approved, we will provide return instructions.

Please note:

- Returns must be sent using a tracked shipping method
- The customer is responsible for return shipping unless the item is confirmed damaged, defective, or incorrect
- We are not responsible for returns lost in transit
- Returns must arrive in the condition required for the approved return type
- Returns sent without prior approval may not be accepted

9) Refund Processing Time

Once your approved return has been received and inspected, or once your refund has otherwise been approved by our team, we will process the refund to your original payment method.

Please allow up to 10 business days for the refund to appear on your account. Your bank or payment provider may take additional time to post the credit.

If more than 15 business days have passed since your refund was approved, please contact us at info@lumea-lab.com.

10) International Orders

Customs duties, taxes, import fees, and carrier fees are non-refundable.

If a return generates import duties, taxes, or customs fees because it was not correctly marked as a return, those costs may be deducted from the refund where applicable.

11) Important Notes

Returns may be refused or limited if:

- The product was returned without approval
- The product is missing items or packaging
- The product is damaged due to misuse, improper storage, or handling after delivery
- The request is made outside the applicable return or guarantee period
- There is suspected abuse of the policy

This policy applies only to purchases made directly through lumealab.com.

Need help?

Email info@lumea-lab.com with your order number and our team will assist you.