Returns & Exchanges
At Lumeris, we want you to feel confident when shopping with us. Our returns and exchanges policy is designed to give customers a clear and fair experience when purchasing beauty and self-care products from our store.
If you receive an item that is faulty, damaged, incorrect or different from what you ordered, please contact us as soon as possible so we can review the issue and arrange a suitable solution.
To request a return or exchange, please contact our customer support team with:
- your full name;
- your order number;
- the product you wish to return or exchange;
- a clear description of the issue;
- photos or videos of the product and packaging, where applicable.
Once we receive your request, our team will review the information provided. If the return or exchange is approved, we will provide the next steps by email.
Changed your mind
If you are shopping online from the United Kingdom, you may have the right to cancel your order within 14 days of receiving your goods. After notifying us that you wish to cancel, you usually have a further 14 days to return the item.
Returned products must be unused, unopened, in their original packaging and in a resellable condition.
For hygiene and safety reasons, we cannot accept returns of beauty, skincare or personal care items that have been opened, used, unsealed or are no longer suitable for resale, unless the product is faulty, damaged or incorrect.
Faulty, damaged or incorrect items
If your item arrives faulty, damaged or incorrect, please contact us within 7 days of receiving your order so we can help resolve the issue quickly.
After reviewing your request, we may offer one of the following solutions:
- a refund of the amount paid;
- a replacement of the same product;
- an alternative product of similar value;
- a store credit or discount code for a future purchase.
Please do not return any item without contacting us first. Items returned without prior communication may not be accepted and may be sent back to the customer.
Refunds
Once your return has been received and inspected, we will notify you by email whether your refund has been approved.
If approved, your refund will be processed to your original payment method. Please allow time for your bank, card provider or payment processor to complete the refund.
Return shipping
Unless the item is faulty, damaged or incorrect, customers are responsible for the cost of returning the product.
If the product is confirmed to be faulty, damaged or incorrect, we will provide further instructions and may cover or reimburse reasonable return postage, depending on the situation.
This policy does not affect your statutory rights.
