1. Overview
We want you to be completely satisfied with your purchase from lumorecare.com. This Returns & Refund Policy outlines your rights and our procedures for returning products.
2. Return Eligibility
- Products must be unused, unopened, and in original packaging.
- Returns must include proof of purchase (order confirmation or receipt).
- Items not eligible: gift cards, final sale/clearance items, opened personal care products (unless defective or damaged).
- Cosmetic hygiene rule: For health and safety reasons, we cannot accept returns of opened or used soaps, skincare, or cosmetics unless faulty.
3. Return Periods by Region
- European Union (EU/EEA): You have the right to cancel your order within 14 days of delivery without giving any reason (EU Consumer Rights Directive).
- United Kingdom: Same as EU – 14 days.
- Türkiye: You have the right to withdraw within 14 days under Law No. 6502 and the Distance Sales Regulation.
- United States: Return period may vary by state; our standard policy allows returns within 14 days of delivery, unless otherwise required by state law.
4. How to Request a Return
- Email lumore@lumorecare.com with your order number, product details, and reason for return.
- Wait for our Return Authorization (RA) instructions.
- Ship the product to the address provided, using a trackable shipping method.
- Keep proof of postage until the return is processed.
5. Refund Process
- Once we receive and inspect your return, we’ll notify you of approval or rejection.
- Approved refunds will be processed within [X business days] to your original payment method.
- Shipping costs are non-refundable unless the return is due to our error or a defective product.
- In case of partial returns from multi-item orders, shipping fees may be deducted proportionally.
6. Damaged or Defective Items
If your item arrives damaged or faulty:
- Contact us within [X days, e.g., 7 days] of delivery.
- Send photos/videos showing the damage.
- We will arrange a replacement or full refund at no extra cost.
7. Exchanges
We only replace items if they are defective or damaged. If you need an exchange for another product, please request a return and place a new order.
8. Return Shipping Costs
- EU/UK/TR: If returning under the 14-day right of withdrawal, you are responsible for return shipping costs unless the item is defective.
- US: Return shipping costs are the responsibility of the customer unless defective.
9. Contact
Questions? Email lumore@lumorecare.com.