Returns
Returns & Refund Policy – Lumae
60-Day Satisfaction Guarantee
We offer a 60-day satisfaction guarantee from the date your order is delivered.
If you’re not satisfied with your purchase, you may request a refund within this period.
Eligibility for Refunds
To qualify for a refund:
- The request must be made within 60 days of delivery
- You must have used the product as directed
- You must contact our support team your concern, prior to the refund request
- You must provide:
- Your order number
- The email used at checkout
In some cases, we may ask for additional details (e.g., photos or explanation) to better understand the issue.
Non-Eligible Cases
Refunds may not be granted if:
- The product was used incorrectly (e.g., excessive application, not following instructions)
- The request is made after the 60-day window
- Multiple refund requests are made on repeat orders
How to Request a Refund
To start a refund request:
Email: support@trylumae.com
Include:
- Order number
- Brief description of the issue
Our team will review your request and respond within 24–48 hours (business days).
Damaged or Incorrect Items
If your order arrives damaged or incorrect:
- Contact us within 7 days of delivery
- Include a photo of the issue
We will arrange a replacement or refund at no additional cost.
Processing Refunds
Once approved:
- Refunds are issued to your original payment method
- Please allow 5–10 business days for the funds to appear, depending on your bank
Important Notes
- Shipping fees (if applicable) are non-refundable
- We do not require returns for opened cosmetic products in most cases
- We reserve the right to deny refund requests that do not meet the criteria above