Política de reembolso

Return & Refund Policy

At Lumise, customer satisfaction is important to us. This Return & Refund Policy applies to all purchases made through our store worldwide.

30-Day Return Policy

You have the right to request a return within 30 days after receiving your order.

To be eligible for a return, the item must:

• Be unused, unworn, and in the same condition in which it was received.
• Include all original packaging, accessories, manuals, and tags.
• Not show signs of misuse, damage, or alteration caused by the customer.
• Be accompanied by proof of purchase, order confirmation, or receipt.

Lumise reserves the right to refuse returns that do not comply with these conditions.

How to Request a Return

To initiate a return, please contact our support team at:

thelumise@use.startmail.com

Please include:

• Your order number
• The reason for the return
• Clear photos or videos if the item is damaged, defective, or incorrect

If your return request is approved, we will provide instructions regarding the return process and the return shipping address. Returns sent without prior authorization will not be accepted.

Damaged, Defective, or Incorrect Items

Customers must inspect their order upon delivery.

If you receive a defective, damaged, or incorrect item, you must contact us within 7 days of delivery at thelumise@use.startmail.com with supporting photos or videos. Once verified, Lumise will offer an appropriate resolution, which may include:

• A replacement item
• A partial refund
• A full refund
• Store credit

Lumise reserves the right to determine the appropriate resolution on a case-by-case basis.

Non-Returnable Items

For hygiene, safety, and legal reasons, certain items are not eligible for return or refund, including but not limited to:

• Personal care and beauty products that have been opened or used
• Customized or personalized products
• Gift cards
• Final sale or clearance items
• Perishable goods
• Items damaged through misuse, improper handling, or normal wear and tear

Certain products may also be non-returnable due to local laws and regulations in the customer’s country.

Exchanges

We currently do not offer direct exchanges. If you would like a different item, color, or variant, please request a return for the original item (if eligible) and place a new order separately.

European Union – 14-Day Cooling-Off Period

If your order is delivered within the European Union, you have the legal right to cancel or return your order within 14 days of receiving it, for any reason and without justification, in accordance with applicable consumer protection laws.

To qualify, items must remain unused, in original condition, and include original packaging and proof of purchase.

Refunds

Once the returned item is received and inspected, we will notify you regarding the approval or rejection of your refund.

If approved:

• Refunds will be issued to the original payment method used for the purchase.
• Processing times may vary depending on your bank or payment provider.
• Refunds are typically processed within 10 business days after approval.

Shipping fees, customs duties, taxes, and import charges are non-refundable unless otherwise required by applicable law.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at:

thelumise@use.startmail.com

Return Shipping Responsibility

Unless the item is defective, damaged, or incorrect, customers are responsible for return shipping costs. We strongly recommend using a tracked shipping service, as Lumise is not responsible for lost or missing return packages.

Fraud Prevention & Abuse

Lumise reserves the right to deny returns, refunds, or cancellations in cases of:

• Suspected fraud or abuse
• Excessive return activity
• Returned items that do not match the original order
• Violations of this policy

Contact Information

For all return and refund inquiries, please contact:

Lumise Support Team
thelumise@use.startmail.com