Returns & Refunds Policy

Last Updated: February 20, 2024

At Lumée Labs, your skin’s health and satisfaction are our absolute priorities. We are so confident in our technology and engineering that we offer a 30-Day Risk-Free Guarantee.

If for any reason you are not completely satisfied with your purchase, you may return it for a full refund or an exchange. Please review our comprehensive policy below.

1. RETURN WINDOW

All returns must be initiated within 30 days of the date your order was delivered. To be eligible for a return, your item must be in the same condition that you received it: unused, and in its original packaging (including the box, manual, and all accessories) intact.

2. THE RETURN PROCESS

To initiate a return, please contact our concierge team at support@lumeelabs.uk.

If your return request is accepted, we will provide you with the address of our nearest international logistics hub and specific instructions on how to send your package.

  • Important: Items sent back to us without first requesting an official return will not be accepted and are not eligible for a refund.

3. RETURN SHIPPING COSTS

  • Customer Remorse: For standard returns under our 30-day guarantee (e.g., you changed your mind or didn't like the results), you will be responsible for paying the shipping costs for returning your item. Shipping costs are non-refundable.
  • Defective or Damaged Items: If the product arrives damaged or defective, Lumée Labs will cover the costs of the return or provide a free replacement.

4. REFUNDS & PROCESSING

Once your return is received and inspected at our hub, we will notify you of the approval or rejection of your refund.

  • Approval: If approved, your refund will be processed automatically to your original payment method.
  • Timeline: Please allow at least 10 business days from the date we receive your item for the refund to be processed.
  • Bank Processing: Note that it may take an additional 1-2 billing cycles for the credit to appear on your statement, depending on your bank or credit card issuer.

5. HYGIENE EXCEPTIONS (NON-RETURNABLE ITEMS)

To ensure the safety and hygiene of all our customers, the following items cannot be returned or exchanged:

  • Opened or Used Liquids: Any cosmetic liquids, such as the Glazed Essence or other serums, where the original security seal has been broken or tampered with.
  • Gift Cards: All gift card purchases are final.

6. DAMAGED OR DEFECTIVE PRODUCTS

We take extreme care in our packaging, but if your item arrives defective or damaged, please contact us at support@lumeelabs.uk within 48 hours of delivery with photo or video evidence so we can evaluate the issue and make it right immediately.

7. CONTACT US

If you have any questions concerning our return policy, please reach out to our support team:

Lumée Labs™
support@lumeelabs.uk
London, United Kingdom