Refund policy

Lumisenne Return & Withdrawal Policy
Right of Withdrawal

Depending on your location and applicable consumer protection laws, you may have the right to withdraw from your purchase within 14 days of receiving your order.

To be eligible for a return or withdrawal request:

Items must be unused, unopened, and returned in their original sealed packaging
Products must remain in a resalable condition
Returned items must meet our hygiene and quality standards

These requirements help us maintain strict health, safety, and product integrity standards, particularly for skin and body care items.

For customers located in Canada, withdrawal rights may apply only in cases where products are defective, damaged, or not as described.

To request a return or withdrawal, please contact us within 14 days of receiving your order at:

support@lumisenne.com

Refunds

Once your return has been received, inspected, and approved, eligible refunds will be processed within 14 days to your original payment method.

Please note:

Original standard shipping fees may be included in eligible refunds where required by applicable law
Return shipping costs are the responsibility of the customer unless the item arrived damaged, defective, or incorrect
Refunds are issued only after returned items have been reviewed and approved

Processing times may vary depending on your payment provider or financial institution.

Non-Refundable Items

For hygiene, safety, and product protection reasons, certain items cannot be returned or refunded.

These include:

Opened or used skin and body care products
Hygiene-sensitive items with broken seals
Personalized, customized, or made-to-order products

We are unable to accept returns for products that cannot be resold due to health and safety regulations unless the item arrived faulty, damaged, or incorrect.

Order Cancellations

Orders may only be cancelled before they have been processed or shipped. Once an order has been dispatched, cancellations are no longer possible unless otherwise required under applicable consumer protection laws.

Refused or Unclaimed Deliveries

To maintain fair operational costs and reduce unnecessary shipping waste, a €15 handling fee may apply to orders that are:

Refused upon delivery
Not collected from a pickup location
Returned due to an incomplete or incorrect shipping address provided at checkout

This fee helps cover return shipping, handling, and restocking expenses.

If you have any questions regarding returns, refunds, or withdrawal rights, please contact our support team:

support@lumisenne.com

By placing an order with Lumisenne, you acknowledge and agree to the terms outlined in this policy.

Lumisenne
Refined Essentials. Thoughtfully Made.