At Lumi, we stand behind the quality of our products and service. If something isn’t right with your order, we’re here to make it right. This policy outlines when and how refunds are granted, how to return items, and what to do if you experience an issue.

When You Are Eligible for a Refund

We offer refunds or free replacements under the following conditions:

• Damaged or defective items upon delivery
• Incorrect items received (wrong product or wrong variant)
• Lost shipments confirmed by the carrier (we’ll resend or refund)

When Refunds Are Not Applicable

We cannot offer refunds or returns in these cases:

• Items used, opened, or not in original condition
• Personal care or hygiene products that have been opened
• Custom or personalized items
• Change of mind after delivery (unless within legal rights such as EU cooling-off)

Return Window & Conditions

If eligible for a return:

• Contact us within 30 days of receiving your item
• Item must be unused, unopened, and in original packaging
• Return shipping is paid by the customer, unless the item was defective or incorrect

Returns without prior authorization will not be accepted.

EU Cooling-Off Period

If you're located in the European Union, you are entitled to a 30-day cancellation period starting from the date you receive your order. This excludes used or customized products.

Refund Processing Time

Once your return is received and approved:

• Refunds are issued within 3–5 business days
• Refunds go to your original payment method
• Your bank or card provider may take 5–10 additional business days to reflect the funds

Order Cancellation

• You may cancel your order within 24 hours if it has not yet been fulfilled
• After fulfillment or shipment, cancellations are no longer possible

Chargeback Policy

We take every reasonable step to provide a smooth, transparent service. If something goes wrong, please contact our support team first — we’re here to help and resolve your issue quickly.

Before Filing a Chargeback:

Please contact us at Contact@lumibeautysecrets.com with:

• Your order number
• A brief description of the issue
• Any supporting photos or evidence, if applicable

Most issues can be resolved within 2–5 business days.

If a Chargeback is Filed:

• We provide full documentation to the payment processor, including delivery confirmation, communication records, and tracking info.
• If no contact was made with us before the dispute, we may suspend future purchases from your account.
• For repeated or fraudulent disputes, we reserve the right to pursue legal action or charge administrative fees related to processing the chargeback.

Fraud Prevention

To protect both our customers and business:

• We may request ID verification for high-value or suspicious orders.
• Suspicious activity will be reported to payment providers and, when necessary, to relevant legal authorities.

Need Help?

Contact us anytime — our friendly support team is ready to help you:

Email: Contact@lumibeautysecrets.com

Address: 28 E Main St, Avon Park, FL 33825, USA

Thank you for shopping with Lumi. Your satisfaction and trust are our top priorities.