Refund Policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be sealed and in its original condition. Due to hygiene regulations, only unopened and sealed products are eligible for return. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at Hello@lumogenix.com. Please note that returns will need to be sent to the provided address.

We will provide return details and instructions via email.

If your return is accepted, we will send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Please note that you will be responsible for all return shipping charges. We strongly recommend that you use a trackable method to mail your return.

Exchanges
The fastest way to ensure you get what you want is to return the sealed item you have, and once the return is accepted, make a separate purchase for the new item. We do not offer exchanges for opened items.

Cancellation
Cancellations can't be processed as our warehouse is fully automated and we prepare shipping labels and forward products within 12 hours of ordering. Once the order is in transit, the customer must wait for the package to arrive and then return it to us if needed. We are here to support you through the return process.

However, we may be able to change address details, sizes, or variants last minute. If you notice an error, please reach out to us immediately.

Damages and Issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item. We will evaluate the issue and work to resolve it.

Exceptions / Non-returnable Items
Certain types of items cannot be returned, such as hazardous materials or flammable liquids. Due to hygiene reasons, we only accept returns of sealed and unopened products. Please contact us if you have questions about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

European Union 14-Day Cooling-Off Period
If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days, for any reason. As stated, only sealed and unopened items are eligible for return, and you’ll need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return and let you know if the refund was approved. If approved, you’ll be refunded on your original payment method within 10 business days. Please remember that your bank or credit card company may take some time to process the refund.

If more than 15 business days have passed since we approved your return, please contact us at Hello@lumogenix.com.