Refund policy
Effective Date: January 18, 2026
At LumeWell, every product is handcrafted in small batches with care, intention, and sensitive‑skin safety in mind. Because of the nature of personal care items, we maintain a clear and protective return policy to ensure product integrity for all customers.
Skincare & Personal Care Products (Final Sale)
All skincare and personal care items are final sale and cannot be returned or refunded. For hygiene and safety reasons, we cannot accept returns on any opened or unopened skincare products.
Non‑Skincare Items (48‑Hour Refund Window)
For all non‑skincare items, refund requests must be submitted within 48 hours of delivery.
To be eligible, you must provide clear photo proof of the issue. After 48 hours, we are unable to offer refunds.
We do not accept physical returns unless specifically requested by our team.
Damaged or Incorrect Items
If your order arrives damaged or incorrect, please contact us within 48 hours of delivery at shop@lumewell.store with photos of:
The product:
-Clear, well‑lit images of the item itself
-Show the specific damage, defect, or incorrect item
-Include close‑ups and a full product shot
The packaging:
-The protective wrapping, padding, or inner packaging
-How the item was positioned inside the box
-Any visible leaks, dents, tears, or missing protection
The shipping box:
-All sides of the box
-The shipping label clearly visible
-Any dents, holes, crushed areas, or signs of mishandling
Once verified, we will gladly offer a replacement or store credit. Items sent back to us without approval will not be accepted.
Final Sale Items
All sale items, limited‑release items, and gift cards are final sale.
EU Customers
Due to the nature of handmade personal care goods, the EU 14‑day cooling‑off period does not apply to these items.
Refund Processing
If a refund is approved for a non‑skincare item, it will be issued to your original payment method. Processing times may vary depending on your bank or card provider.