Refund policy

The Lumen 30-Day Glow Promise

We want you to love what you ordered. If you don't, the Lumen 30-Day Glow Promise lets you return it for a refund under the conditions below. These conditions exist so we can keep offering the promise to everyone.

1. Eligibility

You have 30 days from the carrier's confirmed delivery date to request a return.
The Glow Promise applies to the first purchase of each product per customer. One claim per product; a maximum of two Glow Promise claims per customer, household or shipping address in any 12-month period.
It applies only to purchases made on lumen-beauty.com.

2. How to claim

Email hello@lumen-beauty.com with your order number, the product, and a short explanation of the issue before sending anything back. We will reply with a Return Authorization (RA) number and instructions.
Returns sent without an RA number, to the wrong address, or after the 30-day window are not accepted and will not be refunded.
Send the item with a tracked service. The parcel is your responsibility until we receive it.

3. Skincare (creams, serums, essences, capsules, patches)

You may have opened and used the product. To qualify, at least half of the product must remain, and you must include a photo of the product with your claim.
For hygiene reasons, returned skincare is not resold; we may ask you to keep it and dispose of it instead of shipping it back.

4. Devices (LED masks, cleansing brush, ultrasonic devices, beauty fridge, sleep pillow)

Must be returned complete: device, all accessories, cables, manual and original packaging.
Must be in working condition, clean, with no physical damage. We inspect every return. Missing parts or damage are deducted from the refund at replacement cost.
Devices showing signs of misuse, liquid damage, or tampering are not eligible.

5. Refunds

Refunds are issued to the original payment method only, within 5–10 business days after we receive and inspect the return (or the photo, for skincare we ask you to keep).
Original shipping charges are non-refundable. Return shipping is paid by you unless the item arrived damaged, defective, or was not what you ordered.
Bundles and multi-packs are refunded pro rata for the units returned; promotional discounts are recalculated on the remaining items.

6. Not covered

Clearance or final-sale items, gift cards, and items purchased from third parties.
Damage caused by misuse, accidents, or failure to follow the instructions.
Reactions to a product where the patch test recommended in the instructions was not performed. Results vary; our products are cosmetics and do not treat or diagnose any condition.

7. Damaged, defective or incorrect items

Contact us within 48 hours of delivery with photos of the product and the packaging. We will replace it or refund you in full, including shipping. Claims made after 48 hours are handled under the standard Glow Promise conditions.

8. Abuse

We reserve the right to refuse a return or refund, and to decline future orders, where we reasonably believe the promise is being abused: repeated claims, returned items that are not the ones we shipped, resale, or fraudulent activity. Chargebacks filed while a return is being processed will be disputed with the evidence in our records.