Refund policy

Because skincare should be stress-free.

Returning Purchased Skincare

To start a return, email me at lumeceuticals@gmail.com where you will be provided with return instructions.

  • Returned items must be packed securely (I recommend sending your product/s back exactly how you received them, that is, re-using all the packaging
  • A re-packaging fee may apply if products arrive damaged due to poor packing

Cancelling My Order

If you need to cancel your order, please email me as soon as possible at lumeceuticals@gmail.com with your order number, mobile number, and a brief note about why you’re cancelling.

If your order hasn’t shipped yet, I’ll do my best to stop it in time and help you avoid shipping, handling and admin fees.

Satisfaction Guarantee

I know buying skincare online can be a little overwhelming, and sometimes a product just isn’t quite right. That’s why I offer a 30-day satisfaction guarantee on all full-priced skincare purchased through my website. You can choose a store credit or exchange once your return is approved.

To start a return, email me at lumeceuticals@gmail.com where you will be provided with return instructions.

Returned items must be:

  • Unopened
  • Undamaged
  • In their original packaging
  • Returned within 30 days of purchase

Please note: Return shipping costs are the responsibility of the customer. 

Damaged on Arrival

If your order arrives damaged, please:

  1. Take clear photos of the product and packaging (including the postal bag if relevant)
  2. Email them to lumeceuticals@gmail.com straight away

Please don’t throw anything away until I’ve reviewed your photos and confirmed what to do next. I’ll organise a replacement for you as soon as possible.

Faulty Products

If something’s not quite right with your product, send me a photo and a brief description of the issue to lumeceuticals@gmail.com. Please don't try to "fix" a faulty pump or bottle yourself, I’ll sort it out for you quickly.

Reactions

Reactions are rare but can occur, typically within the first 4 days of use. If you believe you're having a reaction:

  1. Stop using the product immediately
  2. Contact me at lumeceuticals@gmail.com with photos and details of your experience
  3. To be eligible for a full refund due to a reaction, at least 75% of the product must be remaining.

Once I’ve reviewed the issue, I’ll recommend the best course of action, whether that’s adjusting your usage, trying something else, or arranging a return.

Refunds

If your refund is approved, I’ll send you a confirmation email with easy packing and return instructions.

  • Once I receive the product, I’ll process your refund within 7 business days

Note: Shipping fees are non-refundable