Refund policy
Our 30-Day Guarantee
We want you to feel confident when trying Lumigel™. If you are not satisfied with your order, email lumigelofficialk@outlook.com within 30 days of delivery to request a return under our 30-Day Guarantee.
This satisfaction guarantee is separate from, and does not limit, your statutory rights concerning cancellation, faulty products, or goods that do not match their description.
How to request a return
Email us with your order number, the email address used at checkout, and the item you wish to return. You may tell us what went wrong so we can help. For damaged, faulty, or incorrect items, please include photographs if available; contact us even if photographs are not possible.
We will provide return instructions and the appropriate return address. Please contact us before sending items back so that we can identify your return. Do not assume that the address printed on the parcel is the returns address.
For returns under the voluntary 30-Day Guarantee:
- Product condition and trial use: [CONFIRM: specify whether opened or reasonably tried products qualify, consistently with the advertised invitation to try Lumigel; do not silently add an unused-only restriction.]
- Return dispatch deadline after your request: [CONFIRM: number of days.]
- Return postage: [CONFIRM: whether Lumigel or the customer pays for a satisfaction/change-of-mind return, and whether a prepaid label is provided.]
- Original delivery charges and any optional shipping-protection fee: [CONFIRM: treatment under the voluntary guarantee, subject to applicable law.]
Damaged, faulty, or incorrect items
Please contact us as soon as you discover a problem. We will investigate and arrange the remedy required by applicable law, which may include repair, replacement, or refund. You will not be charged return costs where the law makes those costs our responsibility. The 30-day satisfaction window does not shorten your statutory rights for defective or non-conforming goods.
Refunds
We will email you once your return has been reviewed. Approved refunds are issued to the original payment method, unless another method is agreed and permitted by law.
Our processing time for voluntary guarantee refunds is [CONFIRM: number of business days and whether counted from receipt or approval of the return]. Your payment provider may take additional time to post the credit. Any shorter statutory deadline takes precedence.
Order changes and cancellations
Contact us promptly if you need to cancel an order or correct its details. We will check whether the change can still be made before dispatch. If it has already shipped, applicable return and cancellation rights remain available.
EEA and UK consumer cancellation rights
Where applicable, you may notify us that you are cancelling an online purchase within 14 days after delivery without giving a reason. Email a clear cancellation statement to lumigelofficialk@outlook.com. You must then return the goods within the legally required period, generally 14 days after notifying us.
We will refund the amounts required by law, including standard outbound delivery costs when applicable, within the statutory deadline, generally 14 days after notification. Where permitted, we may withhold reimbursement until we receive the goods or evidence of their return, whichever occurs first. Any deduction for handling beyond what is necessary to establish the goods' nature, characteristics, and functioning will be made only where permitted by law.
You bear direct return costs only where this was properly disclosed before purchase and applicable law allows it. Statutory exceptions may apply, including to genuinely sealed goods unsuitable for return for health protection or hygiene reasons once unsealed; this is not a blanket exclusion of all beauty products and does not remove rights concerning faulty goods.
Contact: lumigelofficialk@outlook.com