Refund and Returns Policy

Effective Date: September 13, 2026

At Lumovia Lab, operated by Gotrays Gavin LLC, we carefully inspect and package every order before shipment. Please review this Return & 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; and
Accompanied by valid proof of purchase.

Due to hygiene, safety, and product-integrity considerations, opened, used, altered, tested, or unsealed skincare, beauty, cosmetic, or personal-care products cannot be returned, except where the product arrived damaged, defective, incorrect, or where otherwise required by applicable law.

Please contact us before sending any item back. Returns sent without prior authorization may not be accepted.

2. Non-Returnable Items

The following items are generally not eligible for return:

Opened, used, tested, or partially used products;
Products with broken or removed seals;
Items missing original packaging, instructions, accessories, inserts, or included components;
Gift cards, if offered;
Items clearly identified as Final Sale before purchase;
Products damaged after delivery through misuse, improper handling, alteration, or improper storage.

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

This section does not limit rights that cannot legally be waived.

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; and
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, if any, are non-refundable;
We recommend using a trackable shipping service; and
The customer is responsible for the return package until it is delivered to us.

If the return is caused by an incorrect item, a defective item, damage in transit, or another error on our part, Lumovia Lab will provide appropriate return instructions and may 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; or
Containing an item 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; and
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 based on the circumstances.

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, contamination, or improper storage; or
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 the returned item has been received, inspected, and approved.

After a refund has been issued, your bank, card issuer, or payment provider may require additional processing time before the refund appears in your account.

Refunds can only be issued 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, fulfillment, or shipment, but cancellation is not guaranteed.

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

If Lumovia Lab is unable to fulfill an order, we will provide an appropriate refund or other resolution consistent with applicable law.

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; and
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.

A tracking status showing “delivered” does not automatically determine the outcome of a claim. Each case will be reviewed based on the available information.

10. Fraudulent or Abusive Claims

Lumovia Lab reserves the right to deny a return, refund, replacement, or credit when available evidence reasonably indicates:

Altered, fabricated, or misleading documentation;
A returned item different from the item originally shipped;
Repeated or systematic abuse of the return process;
Intentional product damage;
Fraudulent payment, return, or delivery claims; or
Other deceptive conduct.

Decisions may be based on order records, payment information, shipment tracking, photographs, customer communications, return inspection results, and other relevant evidence.

Nothing in this section limits consumer rights that cannot legally be waived.

11. Contact Us

For return, refund, replacement, or cancellation questions, please contact:

Lumovia Lab
Operated by Gotrays Gavin LLC
Las Vegas, Nevada, United States
Email: support@lumovialab.com