Refund and Returns Policy

14-DAY CANCELLATION PERIOD

You must inform us that you wish to cancel and return an eligible order within 14 days of receiving it.

After informing us, you must send the products back within the following 14 days.

To register your return, email customerservice@lumeastore.uk and include:

Your full name
Your order number
The products you wish to return
Your reason for returning them, if you wish to provide one
Photographs if a product is damaged, defective or incorrect

Please wait for our instructions before sending anything back.

RETURN CONDITIONS

Returned products should include their original packaging, labels, accessories, documentation and protective seals.

You may inspect a product as you would reasonably inspect it in a physical shop. If the product has been handled or used more than necessary, we may reduce the refund to reflect any loss in value where legally permitted.

HEALTH AND HYGIENE PRODUCTS

Certain sealed products cannot be returned after their protective seal has been broken if they are unsuitable for return for health or hygiene reasons.

This may apply to certain:

Cosmetics
Skincare products
Haircare products
Personal-care products
Beauty tools
Products that come into direct contact with the skin, hair, eyes or lips

This restriction does not apply when a product is faulty, damaged or incorrectly supplied.

WHO PAYS THE RETURN COSTS?

Change-of-mind return

If you received the correct product but no longer want it, you are responsible for arranging and paying for the return shipping.

Incorrect, damaged or defective product

If Lumeastore sent the wrong product, or the product arrived damaged or defective, Lumeastore will provide an appropriate return method or cover the reasonable return costs.

Please contact us before purchasing a return label. We cannot guarantee reimbursement for an expensive return service that was purchased without our approval.

HOW TO RETURN A PRODUCT

Contact us within 14 days of receiving your order.
Include your order number and details of the products being returned.
Wait for our return instructions.
Package the products securely.
Send the products back within 14 days after notifying us.
Keep your proof of postage and tracking details until your refund is completed.

For change-of-mind returns, responsibility for the parcel remains with you until it reaches us. We strongly recommend using a tracked delivery service.

RETURN ADDRESS

After registering your return, you may be instructed to send it to:

Lumeastore
Annie Westlandstraat 31-1
8923 BC Leeuwarden
The Netherlands

Please do not send products back without first contacting our customer-service team. Unregistered returns may take longer to identify and process.

INCORRECT PRODUCTS

If you receive a product different from the product confirmed in your order, contact us and provide:

Your order number
A clear photograph of the product
A photograph showing its name or barcode
A photograph of the packaging
A photograph of the shipping label

If we confirm that we sent the wrong product, we will provide an appropriate solution and cover the reasonable return costs.

DAMAGED PRODUCTS

If your order arrives damaged, contact us as soon as possible and provide:

Your order number
Clear photographs of the damaged product
Photographs of the inside and outside of the parcel
A photograph of the shipping label
A short description of the damage

Keep the product and all packaging until we have reviewed the case.

DEFECTIVE PRODUCTS

If a product appears defective, stop using it and contact us.

Provide your order number, a clear description of the problem and photographs or video where appropriate.

Your statutory rights regarding defective products are not limited by the 14-day change-of-mind cancellation period.

CUSTOMER ORDERED THE WRONG PRODUCT

Customers are responsible for checking product names, sizes, colours, quantities and variants before completing an order.

If you ordered the wrong product but received exactly what was confirmed, the return will be treated as a change-of-mind return. You will be responsible for the return shipping costs.

SALE AND DISCOUNTED PRODUCTS

Eligible products purchased during a sale or with a discount remain subject to applicable consumer rights.

The usual exclusions still apply, including certain sealed hygiene products after their protective seal has been broken.

FREE GIFTS

If your order included a free gift because it reached a promotional spending threshold, the gift may also need to be returned if the remaining order value falls below that threshold.

Where clearly stated in the promotional conditions and legally permitted, the stated value of an unreturned gift may be deducted from the refund.

REFUNDS

Once we receive and inspect the return, we will notify you about its status.

For an eligible cancellation, we will process the refund within 14 days after receiving the returned products or acceptable evidence that they were sent back, as applicable.

Refunds are normally issued to the original payment method. Your bank or payment provider may need additional time to display the refunded amount.

ORIGINAL DELIVERY COSTS

For an eligible cancellation of the complete order, we will refund the cost of the least expensive standard delivery option offered for the order where required by law.

If you selected a more expensive or upgraded delivery method, the additional cost above standard delivery will not normally be refunded.

The original delivery charge may not be refundable when only part of an order is returned.

REDUCED REFUNDS

Where legally permitted, we may reduce a refund if:

The product was used more than necessary to inspect it
The product was damaged while in the customer’s care
Packaging, parts or accessories are missing
A promotional gift that must be returned is missing
Unnecessary handling reduced the product’s value

We will explain the reason for any proposed reduction.

REFUND NOT RECEIVED

If we have confirmed that a refund was issued but it is not visible:

Check the original payment method.
Allow your bank or payment provider time to process it.
Contact your bank or payment provider.
Contact us if the expected processing period has passed.

Always include your order number when contacting us.

CANCELLATION BEFORE DISPATCH

We will try to stop the order, but cancellation cannot be guaranteed after processing has started.

If the parcel has already been dispatched, you may need to receive it and follow the standard return procedure.

PRODUCTS THAT CANNOT NORMALLY BE RETURNED

Unless faulty, damaged or incorrectly supplied, return rights may not apply to:

Sealed health or hygiene products after the seal has been broken
Personalised or custom-made products
Perishable products
Products that become inseparably combined with other items
Other products excluded under applicable consumer law

CONTACT

To request a return or ask about a refund, email:

customerservice@lumeastore.uk

Include your order number in all return-related messages.