Refund policy
Returns & Refund Policy (United Kingdom)
By placing an order with Lumiso, you agree to the terms outlined below. This policy explains your rights and our procedures regarding returns and refunds. It applies to all orders delivered within the United Kingdom.
A. Right to Cancel (14-Day Cooling-Off Period)
Order Cancellation Before Dispatch
Customers may cancel their order within 1 hour of purchase using the cancellation option available on our website. If the cancellation request is submitted within this period and the order has not yet been processed or dispatched, a full refund will be issued to the original payment method.
If more than 1 hour has passed since the order was placed, the order may already be in processing or prepared for dispatch and cannot be cancelled before shipment. In this case, customers may still exercise their statutory right to cancel within 14 days of receiving the goods, subject to the conditions set out in this policy.
Change of Mind After 1 Hour
If you change your mind more than 1 hour after placing your order, please wait until the item has been delivered and then contact us to arrange a return under your statutory cancellation rights. Under UK consumer law, you have the right to cancel your order within 14 days of receiving your item.
However, due to hygiene and safety reasons, this right does not apply to cosmetic and personal care products/devices, that come to a contact with the skin, that have been opened, used, or unsealed after delivery.
To be eligible for a return under the cancellation right:
- The item must be unused, unopened, and in its original sealed packaging
- The product must be in a resalable condition
- Proof of purchase is required
B. Non-Returnable Items
We do not accept returns for:
- Opened or used cosmetic products
- Personal care items/electronics (which has direct contact with the skin)
- Items that are not in their original sealed condition
- Digital products (such as gift cards)
This is in accordance with UK hygiene regulations.
Please contact us before returning an item so we can provide return instructions.
C. Damaged, Faulty, or Incorrect Products
You are entitled to a replacement or full refund if your item is:
- Damaged in transit
- Defective
- Incorrect (wrong product sent)
Please contact us within 48 hours of delivery at support@lumiso.net and include:
- Your order number
- A description of the issue
- Clear photos of the product and packaging
We will resolve the issue promptly at no additional cost to you.
D. Return Process
To request a return, contact us at support@lumiso.net.
If your return is approved:
- We will provide instructions on how to return the item
- A return shipping label will be provided where applicable
Items sent back without prior approval will not be accepted.
E. Return Shipping Costs
- For faulty, damaged, or incorrect items: return shipping is free
- For eligible cancellation returns (unopened items only): the customer may be responsible for return shipping costs
F. Exchanges
We offer exchanges only for:
- Damaged or defective products
- Incorrect items received
To request an exchange, please contact support@lumiso.net.
G. Restocking Fees
We do not charge restocking fees.
H. Refunds
Once your return is received and inspected, we will notify you of the outcome.
If approved:
- Your refund will be issued to your original payment method
- Refunds are processed within 5–10 business days
Please note that your bank or payment provider may require additional time to complete the transaction.
