Refund policy

At Lumir Wellness, we want you to love your ritual. Every device and formula is backed by our 30-day guarantee, and our return process is designed to be simple, fair and transparent.

30-Day Returns

You have 30 days from the date your order is delivered to request a return. The requirements below help us process it quickly.

  • Proof of purchase: your order number or receipt is required.
  • Devices: returned in good working condition with all included accessories (charging cable, attachments) and, where possible, the original box. Devices must not be deliberately damaged or altered.
  • Skincare & gels (serums, ampoules, conductive gel): because these are personal-care products, we accept returns on lightly used items if the formula didn't suit your skin or caused a reaction — just tell us what happened. Items must not be more than half used.
  • Condition: products should be clean and not intentionally soiled, altered or damaged.

How to start a return

  1. Email us at lumirwellness.team@lumirwellness.com with your order number and the reason for your return.
  2. We'll reply within 24–48 hours (Monday–Friday) with your return authorisation and instructions.
  3. Shipping label: once approved, we'll send you a return shipping label.
  4. Pack it up: securely package your items (using the original box if you have it) and drop the parcel with the carrier shown on your label.

Refunds

Once your return reaches us:

  • Inspection: completed within 48 hours of arrival.
  • Approval: we'll email you as soon as your refund is approved.
  • Credit: approved refunds are returned to your original payment method within 3–5 business days.
  • Bank processing: your bank may take a further 5–10 business days to show the credit on your statement.

Return shipping costs

  • Our error: if your item arrived damaged, defective or incorrect, Lumir covers 100% of the return shipping and your original shipping.
  • Change of mind: for standard returns, the cost of the return shipping label is deducted from your final refund.

Damaged, defective or incorrect items

Please check your order when it arrives. If something's wrong, let us make it right:

Items we can't accept

For hygiene and safety reasons, we're unable to accept returns of:

  • Skincare or gels that are more than half used, or with broken hygiene seals (unless faulty or causing a skin reaction).
  • Gift cards.

Our satisfaction promise

We stand behind our results. If you experience a quality issue, or your skin reacts to one of our formulas within your guarantee period, please reach out. We'll work with you to find a better-matched product, a replacement or store credit.

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