If you received defective, damaged, or incorrect products, please contact us at firstname.lastname@example.org and provide a photo of the products that you received to confirm the condition of your order. Our team will provide replacement assistance.
If your order experienced problems with shipping or delivery, please reach out via our Lumin Support Concierge. To receive timely assistance, please provide your order number and confirm your full shipping address in your information form.
Please contact us regarding any assistance you require within 90 days of your order’s purchase date. After 90 days we are unable to guarantee that return, refund, or replacement assistance can be offered to remediate the order issue you experienced.
We only accept the return of one-time purchases and subscription orders that are unopened, unused, and within 60 days of their delivery, as indicated by their tracking information.
We do not accept the return of free trial orders. This is because our free trial promotion is offered at the cost of shipping while the products are free.
To receive a full refund, please return your unopened and unused order to one of our warehouses of your choosing in accordance with the guidelines below:
716 Monterey Pass Road
Monterey Park, CA 91754, USA
4877 LA Etten-Leur, Netherlands
8 Pandan Crescent #01-01
C/- PO Box 138
Moorebank NSW 1875 Australia
The return of an order must be made within 60 days of its delivery, as indicated by its tracking information. The cost of return shipping is not covered by Lumin Skincare. Orders that are marked as "Refused" or "Returned to Sender" are not eligible for a full refund because these methods of return do not guarantee the orders will reach our warehouses. In-person returns are prohibited and will not be accepted.
Once your order’s return is processed by the courier of your choice, please email our customer support team a photo of your returned parcel's shipment receipt or its active tracking number as your proof of return. Following that, we will issue a refund to your original method of payment. Our customer support team can be reached at email@example.com. We are unable to issue a refund for your return if we do not receive a proof of return via email.
We are unable to provide a full refund for orders that are marked as "Refused" or "Returned to Sender", including cases when customers refuse to fulfill the required customs payments or to pick up their orders held by the courier. These orders are not guaranteed to reach our warehouses and therefore eligible for a 50% refund. Original shipping fees are non-refundable. We provide replacement assistance as an alternative remediation for these types of orders.
Once our support team confirms that your refund has been processed, the funds may take up to 5-10 business days to return to your original method of payment. This is a standard banking time frame and will vary depending on your financial institution.
Free Trial Policy
Free trial orders are non-refundable. Our free trial promotion waives the price of the trial products and is offered at the cost of shipping. The default free trial period is 30 days starting on the free trial’s order date.
Each customer is allowed to redeem our free trial promotion once. Customers who redeem multiple free trial promotions are in violation with our free trial policy and will be charged in full at our subscription pricing for subsequent free trial orders.
By redeeming our free trial promotion you are agreeing to the automatic enrollment of our bimonthly subscription service. Your first subscription order is set to renew at the end of your 30-day free trial period. Upon your subscription’s scheduled renewal date, your default payment method on file will automatically be charged with our subscription pricing.
If you are enrolled in an active subscription and do not want to get charged for a new subscription order, you must cancel your subscription before its scheduled renewal date. Cancelling your subscription after a renewal order has been created for you does not automatically undo the order’s creation.
Due to the automated process our warehouse fulfills and hands off orders to our logistics partners for shipping, we are unable to cancel an order that has been created in our system. Please follow our return policy to receive a full refund for your order.
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