We believe in our formula. If something arrives wrong, we'll make it right — quickly, and with no hassle.
1. When Returns Are Accepted
- Damaged or Defective Product: If your product arrived damaged, leaking, or with a manufacturing defect.
- Wrong Product: If you received a product different from what you ordered.
- Missing Items: If your order arrived incomplete.
Claims must be submitted within 7 days of delivery. This short window allows us to resolve issues quickly — and helps us keep our prices fair for everyone.
2. When Returns Are NOT Accepted
- Change of mind: As a small brand producing each order on demand, we cannot accept returns simply because you changed your mind.
- Personal preference: If you didn't like the scent, texture, or packaging — these are subjective preferences.
- Results didn't meet expectations: Skincare results vary by skin type, genetics, and consistency of use. We encourage you to use the product consistently for at least 3-4 weeks before evaluating results.
- Used or opened products: For hygiene reasons, we cannot accept returns of opened or used products unless they are defective.
- After 7 days: Claims submitted more than 7 days after delivery cannot be accepted.
3. How to Submit a Claim
Email us at hello@lumaruskin.com with:
- Your order number
- A clear description of the issue
- Clear photos of the product AND the outer packaging (required to file a claim with our fulfillment partner)
We'll respond within 48 hours. Please keep all packaging materials until your claim is resolved.
4. Refunds
If your claim is approved for a damaged, defective, or wrong product, you'll receive a full refund including original shipping. You keep the product — no need to return it.
Refunds are processed within 5-10 business days after approval, back to your original payment method.
5. Order Cancellations
You may cancel your order within 12 hours of purchase for a full refund. After 12 hours, production usually begins and cancellation is no longer guaranteed. Contact us immediately at hello@lumaruskin.com if you need to cancel.