Refund policy

Lumielle accepts returns in line with UK consumer rights.

Cancellations before dispatch:
If you would like to cancel your order before it has been dispatched, contact us at support@lumiellelabs.co.uk. We will cancel your order and issue a full refund to the original payment method.

Returns:

Subject to the exceptions set out below, you may cancel your order within 14 days of receiving your product without giving a reason. To cancel, contact us at support@lumiellelabs.co.uk. After notifying us, you must return the product within a further 14 days.

Please return the product with its original packaging and all included accessories, guides and inserts where reasonably possible.

Customers are responsible for the cost of change-of-mind returns. If the product is faulty, damaged on arrival or not as described, Lumielle will cover reasonable return costs.

Refunds:
Once we receive the returned item, or you provide evidence that it has been sent back, we will process your refund within 14 days.

Refunds will be made to the original payment method used at checkout.

Used, damaged or hygiene-sealed items:
The mask is supplied within an inner tissue wrap secured by a Lumielle seal. If that seal is broken after delivery and the mask is no longer suitable for return due to health-protection or hygiene reasons, the right to cancel may not apply.

If the product has been handled beyond what is reasonably necessary to inspect it, or is returned damaged or incomplete, we may reduce the refund amount to reflect any diminished value, where permitted by law. This does not affect your rights if the product is faulty, damaged on arrival or not as described.

Faulty items:
If your product arrives faulty or develops a fault, contact us at support@lumiellelabs.co.uk with your order number and clear photos/videos of the issue.

This policy does not affect your statutory consumer rights.

Contact:
support@lumiellelabs.co.uk