Return & Refund Policy
Return & Refund Policy
At Lumiqelle, we want you to feel confident with every purchase. If something isn’t right with your order, we’re here to help.
Please review our return and refund policy below before submitting a request.
30-Day Return Policy
We accept eligible return requests within 30 days of delivery.
To qualify for a return, your item must be:
-
Unused and unopened
-
In its original condition
-
In its original packaging
-
Accompanied by your order number or proof of purchase
For hygiene and safety reasons, opened, used, tested, or swatched cosmetic products cannot be returned unless the item arrived damaged, defective, or incorrect.
Returns requested more than 30 days after confirmed delivery may not be accepted.
How to Request a Return
Before sending anything back, please contact our customer care team at:
Please include:
-
Your full name
-
Order number
-
Item(s) you would like to return
-
Reason for the return
-
Photos, if the item is damaged, defective, or incorrect
Please do not send a return without contacting us first. Returns sent without authorization may not be accepted or processed.
Once your request has been reviewed, we will provide the appropriate return instructions.
Damaged, Defective or Incorrect Items
Please inspect your order when it arrives.
If your item is damaged, defective, or you received the wrong product, contact us as soon as possible at support@lumiqelle.com.
To help us resolve the issue quickly, please include:
-
Your order number
-
A description of the issue
-
Clear photos of the product
-
Clear photos of the packaging, where applicable
Once reviewed, we may offer a replacement, refund, or another appropriate resolution depending on the circumstances.
Non-Returnable Items
For hygiene, safety, and quality-control reasons, we generally cannot accept returns for:
-
Opened or used cosmetics
-
Products that have been tested or swatched
-
Items without their original packaging
-
Items damaged after delivery through misuse
-
Gift cards
-
Items marked as final sale, where permitted by law
This does not affect any rights you may have under applicable consumer protection laws.
Change of Mind
If you change your mind about your purchase, you may request a return within 30 days of delivery provided that the item remains unopened, unused, and in its original condition.
Customers may be responsible for return shipping costs for change-of-mind returns.
Original shipping charges are generally non-refundable unless the return results from an error on our part or otherwise required by applicable law.
Order Cancellations
If you need to cancel or change an order, contact us as soon as possible at:
We will do our best to accommodate your request.
However, once an order has entered processing, fulfillment, or shipment, we may no longer be able to cancel or modify it.
Refunds
Once your returned item has been received and inspected, we will notify you whether your refund has been approved.
If approved, your refund will be issued to your original payment method.
Please allow approximately 5–10 business days for the refund to appear after it has been processed.
Processing times vary depending on your bank, card issuer, or payment provider, and Lumiqelle cannot control how quickly your financial institution posts the refund.
Partial Refunds
In certain circumstances, only a partial refund may be granted where permitted by applicable law.
This may include items that:
-
Are returned in a condition different from when they were received
-
Have missing packaging or components
-
Show signs of handling beyond what is reasonably necessary to inspect the product
Each request will be reviewed individually.
Exchanges
If you receive a damaged, defective, or incorrect item, please contact us and we will review the available replacement options.
For change-of-mind purchases, the quickest option may be to return the eligible item and place a new order for the product you prefer.
Return Shipping
Unless the product is damaged, defective, incorrect, or otherwise covered by applicable consumer law, customers may be responsible for the cost of returning an item.
We recommend using a trackable shipping method when returning a package.
Lumiqelle cannot guarantee receipt of return packages that are sent without tracking.
Please do not return products to the address shown on the original shipping package unless our customer care team specifically instructs you to do so.
Refused or Undeliverable Packages
If an order is returned because of an incorrect or incomplete address, refusal of delivery, failure to collect the package, or another circumstance outside our control, additional shipping costs may apply before the order can be resent.
Where a refund is approved for an undeliverable shipment, applicable shipping or return costs may be deducted where permitted by law.
Late or Missing Refunds
If you have received confirmation that your refund was processed but have not received it yet:
-
Check your bank or payment account again.
-
Contact your credit card company or payment provider.
-
Contact your bank, as posting times may vary.
If you have completed these steps and still have not received your refund after the expected processing period, contact us at:
Contact Us
If you have any questions regarding returns, refunds, damaged products, or your order, please contact:
Please include your order number whenever possible so our customer care team can assist you more efficiently.
LUMIQELLE
Beauty, defined your way.