Refund policy

RETURN & REFUND POLICY Effective Date: August 12, 2026

We stand behind the quality of every product that carries the lumen name. If you are not satisfied with your purchase, we are here to help.

  1. ELIGIBILITY Returns are accepted within thirty (30) days of the delivery date, provided the product is unused, unopened, and in its original sealed packaging. Due to hygiene and safety standards governing skincare products, items that have been opened, used, or show signs of tampering are not eligible for return.

The following are not eligible for return or refund: opened or used products; items purchased during promotional or clearance events (unless defective); and products not purchased directly from [lumen domain — to be finalized].

  1. HOW TO INITIATE A RETURN Contact us at [support@lumen domain — to be finalized] with your order number, the item(s) you wish to return, and the reason for your return. We will respond within two (2) business days with return authorization and shipping instructions.

You are responsible for return shipping costs unless the return is due to a defective product, an incorrect item, or an error on our part. We recommend using a trackable shipping method. We cannot be held responsible for items lost in return transit.

  1. REFUND PROCESSING Once we receive and inspect your return, we will notify you of the approval or rejection. Approved refunds are processed to the original payment method within seven (7) to ten (10) business days. Your bank or card issuer may require additional time. Original shipping charges are non-refundable unless the return is due to our error. If your order qualified for free or discounted shipping, the actual outbound shipping cost we incurred may be deducted from your refund.
  2. DAMAGED OR DEFECTIVE PRODUCTS If you receive a product that is damaged, defective, or incorrect — including a broken dropper, compromised seal, or leaking ampoule — contact us within seven (7) days of delivery with photographic evidence. We will arrange a replacement at no cost or issue a full refund, including original shipping charges, at our discretion.
  3. PATCH TEST & SENSITIVITY NOTE As with any topical skincare product, we recommend performing a patch test before first full use. Reactions to a product due to individual skin sensitivity do not constitute a product defect and are handled under the standard return policy in Section 1 (unopened/unused items only), not under Section 4.
  4. LATE OR MISSING REFUNDS If you have not received your refund within the stated timeframe, check with your bank or card issuer first. If the issue persists, contact us and we will investigate promptly.
  5. EXCHANGES We do not offer direct exchanges. To receive a different product, please initiate a return for the original item and place a new order.