Returns & Refunds
Any item purchased from Lumivane may be returned within 30 days of delivery, whatever the reason. This page sets out the conditions, the process, who covers which costs and how quickly the refund is issued.
Conditions
To qualify for a return, a cosmetic item must be unused, unopened and with its original tamper-evident seal, foil liner or shrink band fully intact, returned in its original protective packaging alongside proof of purchase, within 30 days of the delivery date. Items that show signs of use, damaged outer packaging, or a broken hygiene seal will not be accepted for a refund, except where the product itself was faulty or damaged on arrival.
Returning an item, step by step
- Submit a return request to Lumivane support by email, quoting the order number and the reason for the return
- Receive a return merchandise authorization and the correct return address from the support team before sending anything back
- Pack the items securely in their original protective packaging, ensuring any tamper-evident seals remain intact where the item is being returned unopened
- Receive the refund within 3-10 business days after the returned item has passed inspection at the returns facility
Who pays return shipping
If the item is faulty, damaged or not what you ordered, we bear the cost, sending a prepaid label or arranging courier collection. If you changed your mind, the return shipping cost is yours to bear; nothing further is deducted.
Refund timing and method
The refund is issued within 3 business days of the item passing inspection. Orders paid by cash on delivery are refunded by bank transfer to an account you name; orders paid by bank transfer are refunded to the same account. Banks typically process this within 1 to 5 business days.
What to expect in each situation
| Situation | What we do | Cost to you |
|---|---|---|
| Damaged in transit | Replacement or full refund | None |
| Wrong item delivered | Correct item dispatched, incorrect one collected | None |
| Parcel lost | Replacement sent, or full refund once the courier trace concludes | None |
| Faulty on arrival | Replacement or full refund | None |
| Changed your mind | Full refund of the item's price | Return shipping only |
Exchanges
To exchange for a different size, variant or product, follow the return steps above and place a new order; we refund the returned item as soon as it reaches us. If the exchange results from our error, the new order is shipped at no charge.
Cancelling an order
An order may be cancelled at no cost until it has been dispatched. Write to [email protected] with your order number. Once dispatched, the standard return procedure applies.
Questions about this policy
Write to [email protected] or telephone +44 161 785 6079 during Mon-Fri 07:30-15:00, Sat 09:00-13:30. Every request receives a reply within one business day.
- Merchant
- Lumivane Beauty Ltd.
- Registered address
- 45 Oldham Street, Manchester, M4 1LE, United Kingdom
- [email protected]
- Phone
- +44 161 785 6079
- Working hours
- Mon-Fri 07:30-15:00, Sat 09:00-13:30
- Registration
- Company No. 06653006