Refund policy

Return and Refund Policy
Effective Date: 10 September 2025

Thank you for shopping with LUMÉA London, a handmade natural cosmetics brand based in the United Kingdom.
Your satisfaction is important to us, and we aim to make our returns and refund process clear, fair, and compliant with UK consumer law.

This policy follows:
• Consumer Rights Act 2015 (CRA)
• Consumer Contracts Regulations 2013 (CCR)
• Digital Markets, Competition and Consumers Act 2024 (DMCC Act)

This policy does not affect your statutory rights.

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1. How to Contact Us

If you would like to request a return or refund, please contact us at:
📩 Email: lumea.london@gmail.com
☎️ Phone: +44 7440 581037
📍 Returns Address: Mansfield, Nottinghamshire NG18 , United Kingdom
For your privacy and security, we provide the exact return address personally by email within 24 hours after your return is approved.
⏱️ Response time: We reply within 24–72 hours.

2. Right to Cancel (14-Day Cooling-Off Period – CCR)

For online purchases, you may cancel your order within 14 days of receiving it.

To qualify:
• Products must be unopened, unused, with the hygiene seal intact
• Items must be returned in original, resaleable condition
•Return shipping is always at the customer’s expense. We do not offer prepaid return labels or reimburse return postage under any circumstances. This is in line with UK law:
Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
Regulation 35 – “Unless the trader has offered to collect the goods, the consumer must bear the direct cost of returning the goods.” https://www.legislation.gov.uk/uksi/2013/3134/regulation/35

• Refund includes the Product price

Items cannot be returned if:

• The product was damaged
• The hygiene seal is broken
• The product has been opened or used
• The item is custom-made (e.g., personalised scents)

Refunds include:
✔️

• Refund includes the Product price
• Refund is issued within 14 days after we receive the returned items

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3. Faulty or Damaged Items (CRA)

If your item arrives damaged or genuinely faulty (not as described or defective when shipped),
we will gladly offer a full refund or replacement.
→ Return postage is covered by us only if the fault is proven to be ours (for example, manufacturing defect or damage during shipping to you).
→ If the item was damaged after delivery (e.g. dropped by courier, stored incorrectly, used, etc.), unfortunately we cannot cover return postage — this is in line with UK consumer law.
We may ask for photos or a short video to assess the issue — this helps us improve and protect both you and our small handmade business.

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4. Items We Cannot Accept for Return

For hygiene and safety reasons we cannot accept returns of:
• Opened cosmetics
• Used cosmetics
• Products with broken hygiene seals
• Items damaged after delivery
• Custom-made or personalised products

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5. How to Return an Item

After contacting us, you will receive return instructions.

Steps:
1. Pack items securely in original packaging
2. Include proof of purchase
3. Use tracked postage
4. Send to the returns address provided

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6. Refund Processing Time

Refunds are issued:
• Within 14 days after we receive and inspect the returned items
• To the original payment method

If an item is returned damaged or incomplete, deductions may be applied.

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7. Missing Items / Wrong Order

Sincerely LUMÉA– Handmade Natural Body Scrubs and Skincare.