At Lumina Europa, we are committed to maintaining the highest standards of product integrity, hygiene and customer care.
Due to the nature of our skincare and cosmetic products, certain items are not eligible for return once opened or unsealed.
This policy applies to all purchases made through our website by customers located in the United Kingdom.
Under the Consumer Contracts Regulations 2013, customers may request to cancel an online order within 14 calendar days of receiving the goods.
To be eligible for cancellation and refund:
products must be unopened, unused and in fully resalable condition;
all original packaging, seals, protective films and hygiene protections must remain intact;
products must not show signs of use, tampering, damage or handling beyond what would reasonably be permitted in-store.
Customers must notify us of cancellation within 14 days of delivery and return the goods within a further 14 days.
For hygiene, health protection and product safety reasons, we do not accept returns of:
opened skincare products;
unsealed cosmetic products;
used face masks;
opened mists, creams or serums;
products with broken hygiene seals;
products that have been tampered with, tested or partially used.
Where a hygiene seal or protective packaging has been removed or broken after delivery, the right to cancel no longer applies.
This policy is implemented in accordance with applicable UK consumer protection legislation relating to sealed hygiene products.
If you receive an item that is:
damaged during transit;
defective;
materially faulty; or
incorrect,
please contact us within 48 hours of delivery at:
Your message must include:
your order number;
photographs clearly showing the issue;
a brief description of the problem.
We reserve the right to:
request additional information;
request return inspection before issuing a refund or replacement;
refuse claims where evidence is insufficient or misuse is suspected.
Items damaged through misuse, improper storage, negligence or unauthorised modification are not considered faulty.
Returns sent without prior authorisation may be refused.
Customers must contact us before returning any item.
We reserve the right to reject:
unauthorised returns;
improperly packaged returns;
returns that arrive damaged due to inadequate packaging;
returns that do not comply with this policy.
Unless an item is confirmed faulty or incorrect:
customers are responsible for all return shipping costs;
original shipping charges are non-refundable;
customs duties, taxes and import fees are non-refundable.
We strongly recommend using a tracked and insured delivery service.
Lumina Europa is not responsible for returns lost or damaged in transit.
All returned items are subject to inspection upon receipt.
If approved, refunds will be issued to the original payment method within 14 days of:
receiving the returned goods; or
receiving satisfactory evidence of return shipment.
We reserve the right to reduce refunds where returned items show signs of unreasonable handling, diminished value or damage.
The following items are strictly non-returnable unless faulty:
opened or used skincare products;
products with broken hygiene seals;
promotional or complimentary items;
gift cards;
final sale or clearance items;
personalised or customised products.
Lumina Europa reserves the right to:
investigate suspicious refund claims;
refuse service in cases of repeated abuse;
dispute unjustified chargebacks with supporting evidence including delivery confirmation, photographic evidence and return inspection records.
Fraudulent claims may be reported to relevant payment processors and authorities where appropriate.
For all return requests and support enquiries:
Lumina Europa
United Kingdom Operations