Returns, refunds & exchanges.

We do not offer refunds, returns or exchanges on skincare products, gift cards or clinic treatments. Skincare is a personal-care product and cannot be resold once it has left our hands, so please read the product details and ingredients carefully before you order, and ask us if you are unsure.

We want every order to arrive exactly as it should. If an item is damaged, missing or not what you ordered:

1. Contact us within 48 hours of delivery.
2. Keep the product, its packaging and the delivery box. Do not use the product if it appears tampered with.
3. Send your order reference, your name and clear photographs showing the problem, including the outer packaging and any labels.
4. We will review your report and explain the outcome. Where the fault is ours, we will put it right in the way we judge fair.

Reports made after 48 hours may not be accepted. Please inspect the parcel and product seals when it arrives.

• Change of mind, or choosing a shade, size or product that is not right for you.
• Products that have been opened, used or damaged after delivery.
• Delays or failed deliveries caused by incorrect address or phone details.
• Individual skin responses. If your skin reacts to a product, stop using it and speak to a qualified medical professional.

Gift cards cannot be exchanged for cash or refunded. Treat the code like cash: we cannot replace one that has been lost, shared or used. See the terms of service for full gift card terms.

Treatments are tailored to you and delivered in the clinic, so they cannot be refunded or exchanged. If you need to move an appointment, you can reschedule or cancel from the link in your booking email or from your Lumi Profile. Please read our treatment guidance and aftercare advice, and contact us straight away if you have concerns after a visit.

If a payment was taken but your order was not confirmed, or you were charged twice for the same order, contact us with your order reference and payment receipt. Confirmed duplicate or unfulfilled payments are reviewed individually. You can check the status of a payment in your Lumi Profile.

Email Hello@lumiaesthetics.io or message us on WhatsApp from the contact page. Please include your order reference so we can help quickly. See also our delivery and FAQ pages.