Refund policy

At Lumivonelle, your satisfaction is very important to us. This policy explains the conditions for cancellations, returns, and refunds. Please note that this policy does not limit or replace any rights you may have under the consumer laws of your country of residence.

1. Allergic Reactions

Your health and safety are our top priority.
  • Stop using the product immediately if you notice signs of an allergic reaction and seek advice from medical professionals.
  • Contact us via email at help@lumivonelle.com and describe the reaction (with photos if possible).
  • We review each case individually and will find an appropriate solution, such as a refund or store credit.
  • Note: Lumivonelle is not liable for individual intolerances or allergies. Please carefully check the ingredients before use. Your statutory warranty rights remain unaffected.

2. Return of Unopened Items

If you change your mind, you may return unopened, unused, and sealed items under the following conditions:
  • Notification Deadline: Contact us within 14 days of receiving your order at help@lumivonelle.com.
  • Condition: Items must be in their original packaging, unopened, undamaged, and suitable for resale. Products that have been opened or tampered with may not be accepted.
  • Return Process & Costs:
    • Once approved, you will be given the warehouse return address.
    • Return shipping costs are the responsibility of the customer. Please use trackable shipping, as we are not responsible for lost or damaged packages during return transit.
    • Please pack securely to avoid shipping damage.
  • Refund/Exchange: After inspection, we will refund the item price or issue store credit/exchange.
    • Original shipping costs are non-refundable.
    • For orders with free shipping, the actual outbound shipping costs will be deducted (an invoice/receipt can be provided).
    • Refunds will be made to the original payment method or as store credit/exchange.
  • If the error was ours (e.g., defective or incorrect item delivered), we will cover the return shipping costs.

Return Address: 45 Fitzroy Street, London, W1T 6EB.

3. Return Eligibility & Hygiene (Opened/Used Items)

For health and safety reasons, we cannot accept returns of opened or used products, except in cases of allergic reactions (Section 1) or damaged/incorrect items (Section 5).

4. 30-Day Satisfaction Guarantee

Because results may vary, we offer a voluntary 30-day satisfaction guarantee in addition to your statutory rights:
  • Applies when the product has been used properly according to the instructions and you are still dissatisfied.
  • Request a refund within 30 days of receipt by emailing help@lumivonelle.com with your order number and a short description.
  • Refund Calculation: A 15% handling fee will be deducted.
  • For orders with free shipping, the actual outbound shipping costs will also be deducted (receipt available).
  • Original shipping costs paid by you are non-refundable.

5. Damaged or Incorrect Items

If you receive damaged or incorrect goods, please email us within 7 days of receipt at help@lumivonelle.com and include:
  • Clear photos of the item(s),
  • A photo of the shipping label,
  • If possible, a photo of the complete package.
After review, we will arrange a replacement (subject to availability) or a full refund (including any shipping you paid, or free replacement shipping).
Your statutory warranty rights remain unaffected.

6. Refund Options

  • Refund: Issued to the original payment method, possibly minus deductions stated in this policy (e.g., handling fee, outbound shipping).
    Refunds may take 3 to 15 business days to reach your account, depending on the processing time of your bank or payment institution.
  • Store Credit/Exchange: On request, we can issue store credit or send a replacement product (shipping costs may apply as outlined above).

7. Cancellations by Customers

  • Before Dispatch: Cancellations are only possible before tracking data has been generated. Orders usually ship within 1–2 business days (often within 24 hours).
  • After Dispatch: Once shipped or tracking information has been issued, cancellations are no longer possible. However, you may still return unopened items as outlined in Section 2.

8. Chargeback Policy

We aim to resolve issues directly and fairly. Please contact us before initiating a chargeback.
  • If a chargeback is opened, any ongoing refund for that order will be paused until the payment provider’s dispute process is complete.
  • If a refund has already been issued, we reserve the right to provide supporting evidence to the payment provider.

9. How to Request a Return, Refund, or Cancellation

Please email our support team at help@lumivonelle.com with your order number and details of your request.

10. Changes to This Policy

Lumivonelle may amend this Cancellation & Refund Policy at any time. Updates are effective once published on our website. Orders already placed will be handled according to the version valid at the time of purchase, unless otherwise required by law.