Return Policy

LUMÉVIA

Returns & Refund Policy

Effective Date: June 2026

Your satisfaction is part of the Lumévia experience.


At Lumévia, we are deeply committed to the quality of every product we offer and the experience of every customer we serve. If something is not right with your order, we want to know — and we want to make it right.

Please read our Returns & Refund Policy carefully before initiating a return request.


1. Our Returns Window

Lumévia accepts returns within 14 days of confirmed delivery.

To be eligible for a return, your request must be submitted within this 14-day window. Requests received after this period will not be accepted, except in cases of confirmed product defects or carrier damage, which are handled separately under Section 6.


2. Return Eligibility

To qualify for a return, all of the following conditions must be met:

  • The return is requested within 14 days of your confirmed delivery date
  • The item is unused, unopened, and in its original condition
  • The item is returned in its original packaging, with all accessories and components intact
  • A valid proof of purchase (order confirmation email) is provided
  • The item is not listed under our Non-Returnable Items (see Section 3)


Items that do not meet these conditions will not be accepted for return and will be sent back to the customer at their expense.


3. Non-Returnable Items

Due to the personal and intimate nature of beauty and wellness products, the following items are not eligible for return under any circumstances:

  • Opened skincare serums, oils, or consumable products
  • Opened or used wellness devices of an intimate or personal nature
  • Items marked as Final Sale at the time of purchase
  • Gift cards or store credit
  • Bundled items where any component has been opened or used


We encourage all customers to review product descriptions carefully before purchasing. If you have questions about a product before buying, our team is happy to help at alturahq@gmail.com.


4. How to Initiate a Return

To begin your return, please follow the steps below:


Step 1 — Contact Our Team

Email us at alturahq@gmail.com within your 14-day return window. Please include:

  • Your full name
  • Your order number
  • The item(s) you wish to return
  • The reason for your return


Step 2 — Await Return Authorisation

Our team will review your request and respond within 24–48 business hours. Please do not send any items back before receiving written return authorisation from our team. Unauthorised returns will not be accepted or refunded.


Step 3 — Ship Your Item

Once your return is authorised, we will provide you with the return address and any relevant instructions. Please ensure your item is securely packaged to avoid damage in transit.

Return shipping costs are the responsibility of the customer unless the return is the result of a Lumévia error or a confirmed product defect.


Step 4 — Confirmation & Refund

Once we receive and inspect your returned item, we will notify you of the outcome within 3–5 business days.


5. Refunds

5.1 Approved Refunds

If your return is approved, your refund will be processed to your original payment method within 7–10 business days of our receiving and inspecting the returned item.

Please note that depending on your bank or payment provider, it may take additional time for the refund to appear in your account. This is outside of our control.


5.2 Partial Refunds

In some cases, a partial refund may be issued. This may apply if:

  • The item is returned in a condition that does not fully meet our return requirements
  • Components or accessories are missing from the original packaging


5.3 Rejected Returns

If your return is rejected following inspection, we will notify you with a clear explanation. The item will be returned to you, and no refund will be issued.


6. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, we sincerely apologise and will resolve the issue as a priority.

Please contact us at alturahq@gmail.com within 7 days of delivery and include:

  • Your order number
  • A clear description of the issue
  • Photographs of the damage, defect, or incorrect item


In these cases, Lumévia will cover the cost of return shipping and will offer a full replacement or refund at our discretion, based on stock availability and the nature of the issue.


7. Exchanges

At this time, Lumévia does not offer direct product exchanges. If you would like a different product, please return your eligible item for a refund and place a new order separately.

Exceptions may be made for defective or incorrect items — please contact our team to discuss your situation.


8. Late or Missing Refunds

If you have not received your refund within the stated processing window, we recommend:

  • Checking your bank account or payment provider dashboard
  • Contacting your bank or card provider, as processing times vary
  • Allowing up to 10 business days from our confirmation before escalating


If you have done all of the above and still have not received your refund, please contact us at alturahq@gmail.com and we will investigate immediately.


9. Contact & Support

For all returns, refund enquiries, or product concerns, please reach out to our team directly.


Email: alturahq@gmail.com

Response time: within 24–48 business hours


Lumévia — Every detail, handled with care. © 2026. All Rights Reserved.