Refund policy

Last updated: 25 September 2026

We want you to love your Lumëa Skin products. If something isn't right, this policy explains your rights and how to return an item. Nothing in this policy affects your statutory rights under UK consumer law.

14-day right to cancel

Under the Consumer Contracts Regulations 2013 you may cancel your order for any reason within 14 days of the day you receive your items. To cancel, email us at hello@lumeaskin.co.uk with your order number and a clear statement that you wish to cancel. You then have a further 14 days to send the items back.

Items that cannot be returned

For health and hygiene reasons, skincare and cosmetic products (such as creams, serums, oils and sheet masks) that were sealed on delivery cannot be returned once the seal or protective packaging has been opened, unless they are faulty.

Beauty devices (such as LED masks and facial tools) can be returned under the 14-day right to cancel. You may handle a device as you would in a shop to check it, but if it has been used beyond that, or is returned incomplete or damaged, we may reduce your refund to reflect the loss in value.

How to return an item

Email hello@lumeaskin.co.uk with your order number and the item(s) you'd like to return.
We will reply with return instructions and our returns address. Returns are sent to our returns centre in Portugal. Please do not send items back without contacting us first, as parcels sent to the wrong address cannot be processed.
Pack the item securely in its original packaging with all accessories, and send it using a tracked service. Keep your proof of postage.

Unless the item is faulty or we sent you the wrong item, you are responsible for the cost of return postage. Because returns travel from the UK to Portugal, you may need to complete a customs declaration (CN22/CN23) at the post office – please mark the parcel as "Returned goods" so no duties are charged.

Refunds

We will refund you within 14 days of receiving the returned item (or proof that you have sent it back, whichever is sooner). Refunds go to your original payment method and include the original standard delivery charge. If you chose a more expensive delivery option, we will only refund the cost of standard delivery. Your bank may take a few extra working days to show the refund.

Faulty, damaged or incorrect items

If your item arrives faulty, damaged or not as described, please email us with your order number and photos of the problem. Under the Consumer Rights Act 2015 you are entitled to a full refund within 30 days of delivery, and to a repair or replacement after that where appropriate. We cover all return costs for faulty or incorrect items.