Returns & Refunds

We want you to feel good about your order. Because our products are personal-care cosmetics that come into contact with skin, our return policy balances customer protection with health and safety standards.

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You can request a refund or replacement within 30 days of the delivery date. Requests outside this window will be considered case-by-case but are not guaranteed.

What's Eligible

• Unopened products with the safety seal intact: full refund of the product price (shipping is non-refundable unless the order arrived damaged or the wrong item was sent).
• Damaged in transit (broken bottle, leaking package, etc.): full refund or free replacement. Please email us a photo of the damage within 7 days of delivery.
• Wrong item or missing item: we will ship the correct item at no cost or issue a refund. Email us within 7 days of delivery.
• Adverse skin reaction: if you experienced an unexpected reaction, please stop using the product and email us. We will refund or replace, and we may ask for a short description of the reaction so we can improve future formulations. See our accessibility statement for how to contact us in another format if needed.

What's Not Eligible

• Opened products with the safety seal broken cannot be resold for hygiene reasons. We do not accept returns of opened product, but we may issue a partial refund or store credit case-by-case if you contact us.
• Products purchased through a third-party retailer (please contact that retailer).
• Products lost or damaged after delivery due to storage outside the recommended conditions.
• Promotional items, free gifts, and final-sale items (clearly marked at checkout).

How to Request a Refund or Replacement

1. Email luminaskincare.lab@gmail.com with your order number, the item(s) involved, and a brief reason. Photos help if the issue is damage, leakage, or a wrong item.
2. We will respond within 2 business days with next steps. For unopened-product returns, we will send a return address. You are responsible for return shipping unless the issue was our fault (damaged, wrong, or missing item).
3. Once we receive and inspect the return — or once we approve the refund without a return — the refund is issued to your original payment method. Refunds typically appear in your account within 5–10 business days, depending on your bank.

Cancellations & Order Changes

If your order has not yet shipped, we can usually cancel it or change the address. Email us as soon as possible. Once an order has been handed to the carrier, we cannot change it but we can help you arrange a return after delivery.

Lost Packages

If tracking shows your package was delivered but you have not received it, please check with your household, neighbors, and local carrier first. If it is still missing 5 days after the marked delivery date, email us and we will help file a carrier claim and arrange a replacement or refund.

Adverse Reactions & Safety

If you experience a serious skin reaction, stop using the product immediately and consult a healthcare provider. You can also report the reaction to us — see our contact options — so we can follow up. Reporting helps us keep our products safe for everyone.

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