Refund policy

 

Refund & Return Policy

 


Last updated: December 18, 2025


We want you to love your LumiFace experience. If you’re not satisfied with your purchase, don’t worry — we’ve got you covered.


 

1. Your Right to Cancel (14-Day Withdrawal Period)

 


As a consumer in the European Union, you have the legal right to withdraw from your purchase within 14 days without giving any reason.

The withdrawal period expires 14 days after the day you or a third party (other than the carrier) receives the goods.


To exercise your right, please email us at support@lumiface.store with a clear statement that you wish to cancel the purchase. You may also use our optional withdrawal form (see below), but this is not mandatory.


 

2. Refund Conditions

 


To qualify for a refund:

 

  • The product must be unused and in its original condition.

  • All packaging should be intact.

  • Returns must be requested within 30 days of delivery.

 


Once we receive and inspect your return, we will notify you via email. If approved, your refund will be processed to your original payment method.


 

3. Free Return Shipping

 


We cover all return shipping costs — no matter the reason.

For very low-value products (e.g. a €2 cream), you do not need to return the item. Simply contact us and you will receive a full refund while keeping the product.


 

4. 1-Year Product Guarantee

 


Every LumiFace product comes with a 1-year quality guarantee. If your item becomes defective during normal use, we’ll replace it or refund you — free of charge.


 

5. Damaged or Defective Products

 


If your item arrives damaged or is defective, please contact us within 48 hours of delivery at support@lumiface.store.

Include your order number and a photo of the issue so we can resolve it quickly.


 

6. Items Not Eligible for Return

 


For hygiene reasons, we cannot accept returns of:

 

  • Opened or used skincare or cosmetic products

  • Items without original packaging

 


 

7. Gift Returns

 


If the item was marked as a gift and shipped directly to you, you’ll receive a gift credit for the value of the return.

 

 

 

Optional: Model Withdrawal Form (EU)

 


To: LumiFace, Am Briel 54, 78467 Konstanz, Germany
Email: support@lumiface.store

I hereby withdraw from the contract for the purchase of the following goods:
— Ordered on: [insert date]
— Name of consumer: [insert name]
— Address of consumer: [insert address]
— Date: [insert date]

 

 

 

Questions?

 


We’re here for you.

Email us anytime at support@lumiface.store — we usually reply within 24 hours.