Returns & Refunds Policy
Last updated: July 2026
At Lumelle, your satisfaction is important to us. We carefully select our products and aim to provide a reliable and enjoyable shopping experience.
This policy applies to all orders placed through our website and delivered within the United Kingdom. Nothing in this policy affects your statutory rights under UK consumer law.
30-Day Return Policy
We offer a 30-day return period, starting from the date your order is delivered.
To request a return, please contact us at support@lumelle.co.uk within 30 days of receiving your order.
Returns must be approved before being sent. Items returned without first contacting our customer support team may not be accepted.
Return Eligibility
To be eligible for a return, the item must:
* Be unused, unworn and in its original condition;
* Be returned with all accessories, manuals and components;
* Be in its original packaging;
* Include proof of purchase or your order number.
You may inspect the product as you would in a physical shop. However, we may reduce the refund if the item has been used or handled beyond what is reasonably necessary to inspect it.
Hygiene and Personal-Care Products
For health and hygiene reasons, certain sealed beauty, skincare, haircare and personal-care products cannot be returned after their protective seal or hygienic packaging has been opened.
This restriction does not apply where an item is faulty, damaged, unsafe, not as described or otherwise covered by your statutory rights.
How to Request a Return
To begin a return, email us at support@lumelle.co.uk and provide:
* Your full name;
* Your order number;
* The item you wish to return;
* The reason for the return;
* Clear photographs or videos if the product is damaged, faulty or incorrect.
Once your request has been reviewed, we will provide the return instructions and the appropriate return address.
Please do not return an item to the address shown on the original parcel unless our customer support team instructs you to do so.
Change-of-Mind Returns
For eligible change-of-mind returns, customers are normally responsible for the return shipping costs.
The original standard delivery charge will be refunded where required by UK consumer law. Any additional amount paid for premium or express delivery may not be refundable.
We strongly recommend using a tracked postal service, as we cannot be responsible for returns that are lost before reaching the designated return address.
Faulty, Damaged or Incorrect Items
Please inspect your order as soon as it arrives.
If your item is faulty, damaged, incomplete or different from what you ordered, contact us as soon as possible at support@lumelle.co.uk.
Please include clear photographs or videos showing the issue. After reviewing your request, we may offer an appropriate remedy, including:
* A replacement;
* A repair, where appropriate;
* A partial refund;
* A full refund.
Where the product is confirmed to be faulty, damaged or incorrect, Lumelle will cover reasonable return postage costs where a return is required.
Items That Cannot Be Returned
Unless faulty or otherwise protected by law, we cannot accept returns for:
* Products that have been used beyond reasonable inspection;
* Personal-care or hygiene products with opened seals;
* Items returned incomplete or without essential components;
* Products damaged through misuse, accidental damage or improper care;
* Gift cards;
* Personalised or specially customised items;
* Items purchased from another retailer.
Return Shipping
Customers must follow the return instructions provided by our support team.
Return parcels should be securely packaged to prevent damage in transit. We recommend keeping your postal receipt and tracking information until your refund has been completed.
The cost of return postage will not be deducted without prior notice where the customer has a legal right to return the product at our expense.
Refunds
Once we receive and inspect your return, we will email you to confirm whether the refund has been approved.
Approved refunds will be issued to the original payment method. Refunds are generally processed within 14 days after we receive the returned item or receive acceptable evidence that it has been sent back, where applicable.
Your bank or payment provider may require additional time to display the refund in your account.
Refund Amount
Approved refunds may include:
* The purchase price of the returned item;
* The original standard delivery charge, where required by law.
We may make a reasonable deduction if the value of the item has been reduced because it was handled or used beyond what was necessary to inspect its nature, characteristics and functionality.
Premium, express or upgraded delivery fees are not refundable beyond the cost of our standard delivery option, unless the order was faulty, incorrect or not delivered as agreed.
Exchanges
We do not currently offer direct exchanges.
To replace an eligible item with another product, please return the original item in accordance with this policy and place a new order separately.
Faulty or incorrect items may be replaced without requiring a new purchase.
Order Cancellations
Contact us as soon as possible if you wish to cancel or amend an order.
We will try to accommodate your request, but we cannot guarantee that an order can be cancelled or changed after it has entered processing or been dispatched.
If the order has already been dispatched, you may request an eligible return after receiving it.
Refused or Uncollected Deliveries
If an order is returned to us because the delivery was refused, not collected or the customer supplied an incorrect or incomplete address, the reasonable delivery or return costs may be deducted from the refund.
This does not apply where the delivery failed because of an error by Lumelle or the delivery provider.
Late or Missing Refunds
If you have not received an approved refund:
1. Check your bank or payment account again;
2. Contact your card issuer or payment provider, as processing times may vary;
3. Contact us at support@lumelle.co.uk if the refund still does not appear.
Your Statutory Rights
This Returns & Refunds Policy is provided in addition to your statutory rights under UK consumer law.
Nothing in this policy limits or excludes any rights you may have regarding goods that are faulty, unsafe, not of satisfactory quality, not fit for purpose or not as described.
Contact Us
For questions, returns or refund requests, please contact:
Email: support@lumelle.co.uk
Please include your order number so that our customer support team can assist you efficiently.