Refund policy

At Lumis Beauty, we want you to be completely satisfied with your purchase. If something isn't quite right, we are here to help resolve the issue as quickly as possible.

1. Statutory Cancellation Right (Cooling-off Period)

Under the UK Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your goods without giving any reason.

2. Return Conditions

To be eligible for a return, the following conditions must be met:

- The item must be unused and in its original, unopened packaging that you received it.

- All original tags and labels must be attached.

- The item must be in its original, unopened packaging (especially important for hygiene-sensitive products).

- You must provide a receipt or proof of purchase. Items that do not meet these requirements will not be accepted for a refund.

3. How to Initiate a Return

To start a return, please email us at care@lumis-beauty.com with the following information:

- Your Order Number

- Your Full Name

- The shipping address used for the order

- A brief reason for the return 📩 Important: Please do not send any items back to us without first contacting our support team. Unauthorised returns cannot be processed. Once your request is approved, we will provide you with the appropriate return address for your region and step-by-step instructions.

4. Return Shipping Costs

The customer is responsible for paying the shipping costs for returning an item. Shipping costs are non-refundable. We recommend using a trackable shipping service, as we cannot guarantee that we will receive your returned item.

5. Exchanges

If you wish to exchange a product (e.g., for a different variant):

1. Initiate a return for the original item.

2. Place a new order for the desired product. In some cases, we may offer a direct exchange - please contact us to see how we can assist.

6. Order Cancellations

Due to our automated processing system:

- Orders can only be cancelled within 1 hour of being placed.

- After this window, the order is already being prepared for shipment and cannot be cancelled. If you notice an error in your order details (e.g., wrong address), please contact us immediately, and we will try to update it before dispatch.

7. Damaged or Incorrect Items

If your order arrives damaged, defective, or incorrect, please email us immediately with:

- A clear photo of the item.

- A description of the issue. We will inspect the case and provide a replacement or refund as soon as possible.

8. Exceptions / Non-Returnable Items

Certain items are legally exempt from the right of return. We cannot accept returns for:

- Hygiene-sensitive Beauty Products: Goods which are not suitable for return due to health protection or hygiene reasons if they were unsealed after delivery (e.g., opened creams, serums, makeup, or other cosmetics).

- Gift Cards.

- Customised or Personalised Items.

Hazardous Materials: Flammable liquids or gases.

9. Refunds

Once we receive and inspect your return, we will notify you of the approval or rejection of your refund. If approved, the refund will be processed automatically to your original payment method within 10 business days. Please note that it may take some time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since approval, please contact us at care@lumis-beauty.com.