LUMERISCA · CUSTOMER CARE

Return & Refund Policy

Clear guidance for order changes, delivery concerns, and products that arrive defective.

At Lumerisca, we want you to have a clear understanding of our return and refund process before placing an order. Please read this policy carefully. It applies to orders placed through our online store, subject to any rights or remedies that cannot lawfully be excluded under applicable law.

1. Return Eligibility

Because our products include skincare and cosmetics, we generally do not accept returns of opened or used products. For hygiene and product-safety reasons, change-of-mind returns are generally not accepted under our store policy.

If a product arrives defective, damaged, incorrect, or otherwise does not conform to the order, please contact us promptly so we can review the issue.

Nothing in this policy limits any mandatory rights or remedies available to you under applicable consumer protection law.

2. Reporting a Defective or Damaged Product

If you receive a product that appears defective or damaged, contact our support team within 24 hours of delivery.

Please include the following information in your message where available:

• Your order number.
• The name of the affected product.
• A clear description of the issue.
• Clear photographs showing the product and any visible damage, if applicable.

Timely reporting helps us investigate the issue. However, the 24-hour reporting request does not remove or shorten any rights you may have under applicable law.

3. Review and Resolution

Each reported issue is reviewed by our support team. We may request additional information or photographs to help assess the situation.

After reviewing the available information, we will communicate the appropriate next steps. Depending on the circumstances, the resolution may differ from one case to another. A particular remedy is not guaranteed in advance, except where required by applicable law.

Please contact us before sending any product back. We will provide further instructions if a return or other action is appropriate.

4. Refunds

Refund requests are reviewed individually. A refund is not automatically available for a change of mind, an incorrect personal preference, or a request to change a product after an order has been placed.

If a refund is approved, we will explain the applicable process. Processing time may depend on the payment method and the relevant payment provider.

Where a refund or another remedy is required by applicable law, this policy does not take away that entitlement.

5. Order Changes and Cancellations

If you need to request a change or cancellation, contact us as soon as possible, before your order enters processing.

Requests made before processing are subject to review and approval. We cannot guarantee that a request can be accommodated once processing has begun or the order has been dispatched.

Changes to a product, order details, or personal preferences after purchase do not automatically qualify for a refund. Any rights that apply under law remain unaffected.

6. Return Shipping

If a return is approved, responsibility for return shipping costs will be determined on a case-by-case basis and communicated by our support team.

Where applicable law requires the seller to cover return shipping or other costs, those legal requirements will apply.

Please wait for our instructions before returning a product so that your request can be reviewed correctly.

7. Items That Cannot Be Returned Under Our General Policy

Our general policy does not accept returns of opened or used skincare and cosmetic products, or returns requested solely because a customer changes their mind or preference.

This restriction does not exclude returns, refunds, replacements, or other remedies where required by applicable law, including where a product is defective or does not conform to the order.

8. Contact Customer Support

9. Policy Updates

We may update this policy when our practices or legal obligations change. The current version will be published on this page. Updates will not remove rights that cannot lawfully be excluded.

Effective date: 01-Oct-2026