Refund policy

Last updated: July 6, 2026

At Lumovia Lab, we carefully inspect and package every order before shipment. Please review this Return and Refund Policy before making a purchase.

1. Return Eligibility

You may request a return within 14 calendar days after confirmed delivery

To qualify for a return, the item must be:

Unused and unopened
In its original packaging
In resalable condition
Complete with all seals, labels, inserts, accessories, and included items
Accompanied by valid proof of purchase

Due to hygiene and product-safety considerations, opened, used, altered, or unsealed skincare products cannot be returned.

2. Non-Returnable Items

The following items are not eligible for return:

Opened, used, tested, or partially used products
Products with broken or removed seals
Items missing original packaging, instructions, accessories, or included components
Gift cards
Items clearly marked Final Sale before purchase
Products damaged after delivery through misuse, improper storage, or improper handling

A promotional or discounted price alone does not make an item Final Sale unless it was clearly identified as Final Sale before purchase.

3. Starting a Return

To request a return, email:

support@lumovialab.com

Please include:

Your order number
Your full name
The email address used for the order
The product you wish to return
The reason for the return
Photographs, when applicable

If your return is approved, we will provide the return address and shipping instructions.

Do not send returns to an address shown elsewhere on the website unless specifically instructed by our support team.

Approved returns must be shipped within 7 calendar days after return instructions are issued.

4. Return Shipping

For ordinary returns:

Customers are responsible for return shipping costs
Original shipping charges are non-refundable
We recommend using a trackable shipping service
The customer is responsible for the return package until it is delivered to us

If the return is caused by an incorrect item or an error on our part, Lumovia Lab will provide appropriate return instructions and cover reasonable return shipping costs.

5. Damaged, Missing, or Incorrect Items

Please inspect your package promptly after delivery.

Damaged in transit
Missing an item
Containing the wrong item
Containing an item that is materially different from what was ordered

Please provide:

Your order number
Photos of the shipping box
Photos of the shipping label
Photos of all items and packaging received
A clear description of the issue

Please retain all products, packaging, shipping materials, and labels until the claim has been reviewed.

After reviewing the information, we may offer a replacement, refund, partial refund, or another appropriate resolution. This policy does not limit rights that cannot legally be excluded. Federal consumer-protection guidance separately addresses merchandise that is damaged, defective, or different from what was ordered.

6. Refund Inspection

Returned items will be inspected after delivery.

We will notify you whether the return has been approved or rejected. A refund may be denied if the product:

Has been opened or used
Has a broken or removed seal
Is incomplete
Is not in its original condition
Shows signs of alteration, misuse, or improper storage
Does not match the item originally shipped

When approved, the eligible refund will be issued to the original payment method.

7. Refund Timing

Approved refunds are generally initiated within 3–5 business days

After a refund has been issued, your bank or payment provider may require additional processing time. Shopify Payments refunds may take up to 10 business days to appear, depending on the customer’s bank.

Refunds can only be sent to the original payment method used for the order.

8. Order Cancellations

Cancellation requests should be submitted as soon as possible.

We may be able to cancel an order that has not yet entered processing or shipment, but cancellation is not guaranteed.

Once an order has been fulfilled or shipped, it cannot be canceled and must follow the applicable return process.

If Lumovia Lab is unable to ship an order, the amount paid for the unshipped merchandise will be refunded as required. FTC rules require a full refund when ordered merchandise cannot be shipped.

9. Packages Marked Delivered

If tracking shows that a package was delivered but you cannot locate it:

Check the delivery area, mailbox, household members, neighbors, front desk, or parcel locker.
Contact the shipping carrier for delivery details.
Email us promptly so that we can assist with reviewing the shipment information.

A carrier investigation or additional documentation may be required before a replacement or refund decision is made.