Refund policy
At Lumessa, we are committed to providing you with high-quality products and exceptional customer service. We want you to be completely satisfied with your purchase, and we offer a 30-day guarantee to ensure your happiness and to make sure you receive the item without any damages.
By placing an order with Lumessa, you acknowledge that you have read, understood, and agree to the terms of this Return & Refund Policy in full.
CANCELLATION POLICY
Any changes or cancellations to an order must be made within 24 hours of placing the order. After this timeframe, we will not be able to accommodate your request as the order will have already entered the processing and fulfilment phase.
If you cancel your order within the 24-hour window, we will process your refund as soon as possible. Refunds for cancelled orders will be returned to the original payment method and may take up to 5 business days to appear on your statement, depending on your financial institution.
Orders that have already been dispatched cannot be cancelled. If you wish to return a dispatched order, you must follow the Returns and Refunds process outlined below.
RETURNS AND REFUNDS
We offer a 30-day return policy for unused items that are returned in their original, unopened packaging. The 30-day window begins from the date of delivery, not the date of purchase.
To initiate a return, you must:
• Email us at support@lumessa.com within 30 days of delivery.
• Provide your order number, the reason for the return, and photographic proof that the product is unused and in its original packaging.
• Wait for written approval from our team before shipping anything back. Returns sent without prior approval will not be accepted and will be returned to sender at the customer’s expense.
Return conditions:
• Items must be returned in their original, sealed packaging and in unused, unopened condition.
• Any item that has been opened, used, partially used, or shows signs of tampering will not be eligible for a refund. This includes items with broken seals, removed caps, or visible product on the applicator.
• Items must be returned within 14 days of receiving return approval. Failure to ship within this window will void the return authorisation.
• Please include your order number and shipping name inside the return package.
Refund structure:
• For orders up to £X, we offer a full refund, excluding original shipping costs.
• For orders over £X, we offer a 50% refund, excluding original shipping costs.
Return shipping:
• Customers are responsible for all return shipping costs unless the item was received damaged (see Damaged Items section below).
• We do not reimburse outbound or return shipping costs under any circumstances, except for confirmed damaged items.
• We recommend using a tracked shipping service for your return. Lumessa is not responsible for returns that are lost in transit. If we do not receive the returned item, no refund will be issued.
Upon receipt of your return, it may take up to 5 business days for our team to inspect your item(s). If the returned item does not meet the conditions outlined above (unused, original packaging, sealed), the return will be rejected and the item shipped back to you at your expense.
After we confirm that all returned items meet the requirements, please allow up to 10 business days from the date we confirm your refund for it to process. If you do not receive your refund after we have confirmed it has been processed and successfully refunded, please contact your financial institution before contacting us, as processing times vary between providers.
The following are not eligible for returns or refunds:
• Items purchased during promotional events, flash sales, or with discount codes, unless the item arrived damaged.
• Free items included as part of a promotional bundle (e.g., the free item in a Buy 1 Get 1 Free offer).
• Items where the customer simply changed their mind about the shade after opening and using the product. Due to the nature of colour-changing cosmetics, shade results may vary depending on individual skin chemistry and this is not considered a product defect.
• Items returned after the 30-day return window.
• Items returned without prior written approval from our team.
PRODUCT CONCERNS
We take product safety seriously and encourage our customers to use our products safely and responsibly. Please follow all proper usage instructions and safety precautions provided with your product and all available resources found on our website.
Failure to do so may result in damage or injury, for which we cannot be held responsible, and any resulting refunds or replacements will be at our sole discretion.
If you experience any discomfort, irritation, or adverse reaction while using our products, please discontinue use immediately and contact us at support@lumessa.com. We recommend performing a small patch test on the jaw or behind the ear before first use. Lumessa is not liable for allergic reactions or skin sensitivities that may occur, as individual skin chemistry varies.
Lumessa makes no medical claims regarding its products. Our products are cosmetic in nature and are not intended to diagnose, treat, cure, or prevent any skin condition.
DAMAGED ITEMS
We take great care in packaging our products to prevent damage during shipping. We consider an item damaged only if it has a manufacturing defect or if the product itself is physically broken. Damaged outer packaging that occurred during shipping (such as dented boxes, scuffed cartons, or cosmetic wear on the box) with a product in good, usable condition inside is not considered damage and does not qualify for a replacement or refund.
To report a damaged item, you must:
• Contact us within 48 hours of delivery at support@lumessa.com.
• Provide your order number, a clear description of the damage, and photographic evidence showing both the packaging and the damaged product.
• Do not dispose of the damaged item or its packaging until our team has reviewed your claim and provided instructions.
Our team will review the evidence and determine, at our sole discretion, whether you are eligible for a replacement at no additional cost. Replacement items are subject to stock availability. If a replacement is not available, we may offer a store credit or refund at our discretion.
Damage claims submitted after the 48-hour window will not be considered. We reserve the right to request additional evidence or information before processing any damage claim.
We only offer returns, refunds, or replacements on items that have been:
• Delivered with confirmed physical damage to the product itself, supported by photographic evidence, OR
• Confirmed lost in transit by the shipping carrier.
We are not responsible for incorrect, incomplete, or outdated shipping information provided by the customer. This includes wrong addresses, misspelt names, and invalid postcodes.
CUSTOMER RESPONSIVENESS & CONTACT INFORMATION
To ensure successful delivery, customers must provide a valid phone number, email address, and accurate delivery address at the time of purchase. Customers must also respond promptly to any carrier or delivery inquiries when required.
If a valid phone number is not provided, or if the customer is unresponsive to delivery-related messages or calls from the carrier, Lumessa is not responsible for failed delivery attempts, returned-to-sender shipments, or parcels held at a depot. Any additional shipping charges incurred due to redelivery will be the customer’s responsibility.
If a parcel is returned to us due to an incorrect address or customer unresponsiveness, we may reship the order at the customer’s expense, or issue a refund minus the original shipping costs and a restocking fee, at our discretion.
SHIPPING AND DELIVERY
While we strive to deliver your order in a timely manner, we cannot be held responsible for any shipping or delivery delays that are outside of our control, including those caused by the courier, customs, weather events, industrial action, or other external factors that may occur during shipping.
Estimated delivery times provided at checkout are estimates only and do not constitute a guaranteed delivery date. Lumessa is not liable for any losses, costs, or inconvenience arising from delivery delays.
If you experience any problems with your delivery, please contact us as soon as possible so we can investigate and attempt to find a solution. However, please note that once the parcel has been handed over to the shipping carrier, delivery timelines are outside of our direct control.
CHARGEBACKS AND PAYMENT DISPUTES
We kindly request that customers contact us directly at support@lumessa.com before initiating any chargeback or payment dispute with their bank or payment provider. We are committed to resolving any issues promptly and fairly.
If a chargeback or dispute is filed without first contacting us and allowing a reasonable timeframe (5 business days) for resolution, we reserve the right to contest the dispute and provide all relevant transaction, delivery, and communication records to the payment provider.
Customers who file chargebacks that are found to be fraudulent or unjustified may be permanently banned from future purchases and may be reported to fraud prevention services.
PROMOTIONAL OFFERS & BUNDLES
From time to time, Lumessa may run promotional offers including but not limited to Buy 1 Get 1 Free, bundle discounts, and limited-time sales. The following terms apply to all promotional purchases:
• Promotional offers cannot be combined with other discounts, codes, or offers unless explicitly stated.
• Free items included as part of a promotional offer are non-refundable and non-returnable.
• If a paid item from a promotional bundle is returned, the value of the free item will be deducted from the refund amount at full retail price.
• Promotional pricing is valid only for the stated promotional period. We reserve the right to modify or end any promotion at any time without prior notice.
• Promotional offers are limited to one per customer per household. Orders suspected of exploiting promotional offers (including multiple accounts, reselling, or bulk purchasing) may be cancelled and refunded at our discretion.
POLICY CHANGES
Lumessa reserves the right to update or modify this Return & Refund Policy at any time without prior notice. The most current version of this policy will always be available on our website. Any changes will apply to orders placed after the date of the update. It is the customer’s responsibility to review the policy before making a purchase.
CONTACT US
If you have any questions about our Return & Refund Policy, please reach out to us at support@lumessa.com. We are here to help and will respond to your inquiry within 2–3 business days.
