At Lumellea, we take pride in crafting premium skincare solutions for discerning professionals worldwide. While we’re confident you’ll love our formulations, we understand that sometimes a product may not meet your expectations. Our hassle-free return policy reflects our commitment to your complete satisfaction.

Our Return Policy

We accept returns and exchanges within 15 days of receiving your order. To be eligible for a return:

  • Items must be unused, in original packaging, and in resalable condition
  • Proof of purchase is required
  • Products must be returned in their original, unopened containers

Please note: For health and safety reasons, we cannot accept returns on opened skincare products, particularly our Eye Treatments and Cleansers. Travel Sets must be returned with all components unopened.

How to Initiate a Return or Exchange

  1. Contact our Customer Care Team at [email protected] within 15 days of receiving your order. Use the template below to ensure we have all necessary information.
  2. Wait for authorization – We’ll respond within 2 business days with return instructions and an RMA number.
  3. Package your return – Include the original packing slip or order confirmation. We recommend using a trackable shipping service.
  4. Ship your return to:
    Lumellea Returns
    2745 Northwest Boulevard
    Washington, US 20024

Return Request Template

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Lumellea Customer Care, I would like to request a [return/exchange] for the following item(s) from my order #[Your Order Number]: Product Name: Reason for Return: Preferred Resolution: (Refund/Exchange for [Product Name]) I confirm the product(s) are unused and in original packaging. Best regards, [Your Full Name] [Your Email Address] [Your Shipping Address]

Refund Process

Once we receive and inspect your return (typically within 5 business days):

  • Refunds will be processed to your original payment method
  • Credit card refunds typically appear within 5-10 business days (processing times vary by bank)
  • PayPal refunds are usually completed within 3-5 business days
  • Shipping fees are non-refundable unless the return is due to our error

Exchanges

For exchanges:

  • We’ll ship your replacement product once we receive your return
  • If the exchange item is of higher value, you’ll be charged the difference
  • For lower value items, we’ll refund the difference

Damaged or Incorrect Items

If you receive a damaged or incorrect product, please contact us immediately at [email protected] with photos of the item and packaging. We’ll arrange for a replacement at no additional cost.

For any questions about our return policy, don’t hesitate to reach out to our customer care team. We’re here to ensure your Lumellea experience is as refined and effective as our skincare formulations.