Refund policy

Return and refund policy

At Lumestique, we are committed to ensuring customer satisfaction. If you are not completely satisfied with your purchase, you can return it under the following conditions.

Returns

You can return most new, unopened items within 30 days of delivery for a full refund.

All returns must be in their original condition and include all original packaging and labels.

If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.

If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.

Process for Returns:

  1. To initiate a return, please complete the return form available here, and contact our customer service team at support@lumestique.com or via our contact form for instructions.

  2. The return address may vary depending on the product, so it is important to contact customer service to obtain the correct return address.

Exclusions

Certain types of items cannot be returned, including:

  • Personalised or perishable products.

  • Digital downloads and licence codes.

  • Products returned more than 30 days after delivery.

  • Items that are not in their original condition, are damaged or missing parts for reasons beyond our control.

Refunds

Refunds will be issued to the original payment method once we have received and processed the returned item. There is no restocking fee. We aim to process refunds within 5 working days of receiving the item, but this may vary due to processing times at your bank or payment provider.

Specific return procedures for different circumstances:

  • Exchanges: Please contact our customer service team for assistance with exchanging an item.

  • Change of mind: You can return unopened products in their original condition within 30 days and receive a full refund. Please follow the standard return procedure.

  • Faulty items: If you receive a defective product, please contact customer service immediately to arrange for a return or exchange.

  • Damaged goods: Please report damaged items to our customer service team immediately for instructions on how to proceed.

  • Wrong product received: If the wrong product has been delivered, please fill out the returns form and contact customer service to have it corrected.

  • Product Not Arrived: If your order has not arrived within the expected delivery time, please contact our customer service.

  • Cancellation: You can cancel your order within 24 hours of placing it by contacting customer service. If the order has already been shipped, it must be returned according to the standard return procedure.

Shipping costs

The customer is responsible for paying the shipping costs for returning an item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Legal Compliance

This policy is in accordance with US consumer law. Please refer to our Terms of Service, Privacy Policy, and Return Policy for more information.

Company Information

Email address: support@lumestique.com
Phone number: +19292059825

Customer Service Opening Hours:
Monday to Friday: 09:00-17:00
We aim to respond within 1 business day.