At Lume, we want you to feel confident shopping with us. If something isn’t right, we’re here to help.
1. Returns
You may request a return within 14 days of receiving your order, in accordance with EU consumer law. To be eligible for a return:
Items must be unused, unopened, and in their original packaging.
Products such as cosmetics, skincare, or health items that have been opened or used cannot be returned for hygiene and safety reasons.
Proof of purchase (order number or receipt) is required.
2. Refunds
Once your return is received and inspected, we will notify you by email. If approved:
A refund will be issued to your original payment method
Please allow up to 10 business days for the refund to appear in your account.
Refunds are issued for the product price only. Shipping costs are non-refundable unless the item was faulty or sent in error.
3. Exchanges
We currently do not offer direct exchanges. If you would like a different product, please place a new order once your refund has been processed.
4. Damaged or Faulty Items
If you receive a damaged, defective, or incorrect item, please contact us at loveya@lume-sequence.com within 48 hours of delivery with photos of the product. We will arrange a replacement or refund at no additional cost to you.