Return & Refund Policy

At LumEssences, operated by Etrade Essense Limited, we want you to shop with confidence. If you are not completely satisfied with your purchase, this Return & Refund Policy explains when you may return products, how refunds are processed, and your rights as a customer.

Nothing in this policy affects your statutory consumer rights under applicable law, including those available to customers within the European Union and the United Kingdom.

1. Return Eligibility

Due to hygiene and product safety requirements, cosmetic and skincare products can only be returned under specific circumstances.

You may be eligible to return an item if:

• the product is unused, unopened, and in its original sealed packaging;
• the return request is submitted within 14 days of receiving your order;
• the item was delivered damaged, defective, or incorrect; or
• you are otherwise entitled to a return under applicable consumer protection laws.

For health and hygiene reasons, we are unable to accept returns of products that have been opened, used, or where the protective seal has been removed, unless the item is faulty or your statutory rights require otherwise.

2. Your Right to Cancel (EU & UK Customers)

If you are a consumer located in the European Union or the United Kingdom, you may have a statutory right to cancel your order within 14 days of receiving your goods under applicable distance selling legislation.

However, this right does not apply to sealed cosmetic or personal care products that have been opened after delivery due to hygiene and health protection reasons.

Where applicable, your statutory cancellation rights remain unaffected.

3. How to Request a Return

To request a return, please contact us within 14 days of receiving your order.

Please include:

• your order number;
• the product name(s);
• the reason for the return;
• photographs of the product and packaging if the item is damaged, defective, or incorrect.

Once your request has been reviewed, we will provide instructions on how to return the item if it is eligible.

Returns sent without prior authorization may not be accepted.

4. Return Shipping

Unless the return is due to our error or a faulty product, customers are responsible for the cost of returning eligible items.

If your return is the result of:

• a damaged product;
• a manufacturing defect; or
• an incorrect item supplied,

LumEssences will cover the reasonable return shipping costs or provide an alternative return solution where appropriate.

We recommend using a tracked postal or courier service, as we cannot be responsible for returns lost in transit.

5. Refunds

Once your returned item has been received and inspected, we will notify you of the outcome of your refund request.

If approved:

• your refund will be issued to the original payment method used for the purchase;
• refunds are normally processed within 7–10 business days after approval, although processing times may vary depending on your payment provider or financial institution.

Original delivery charges are generally non-refundable unless:

• the product was faulty;
• the wrong item was supplied;
• the item arrived damaged; or
• applicable consumer law requires otherwise.

6. Exchanges

We do not currently offer direct product exchanges.

If you wish to replace an item, you may return an eligible product in accordance with this policy and place a new order through our website.

7. Non-Returnable Items

The following items cannot normally be returned:

• opened cosmetic or skincare products;
• used beauty products;
• products with broken hygiene seals;
• gift cards;
• promotional or complimentary items;
• clearance or sale items, unless they are faulty or required by law to be accepted.

8. Damaged, Faulty or Incorrect Products

If your order arrives damaged, defective, or you receive the wrong item, please notify us within 48 hours of delivery.

To help us resolve the issue quickly, please provide:

• your order number;
• photographs of the product;
• photographs of the outer packaging;
• a brief description of the issue.

After reviewing your claim, we may, at our discretion:

• send a replacement product;
• issue a full refund;
• offer a partial refund where appropriate.

Where the issue is confirmed to be our responsibility, we will also reimburse any applicable shipping charges.

9. Late or Missing Refunds

If you have not received your refund after receiving confirmation from us:

• check your bank or payment account;
• contact your card issuer or payment provider, as processing times may vary;
• if you still require assistance, please contact our Customer Support team.

10. Statutory Consumer Rights

Nothing in this Return & Refund Policy limits or excludes any mandatory consumer rights available under applicable law.

Customers residing within the European Union, the United Kingdom, or other jurisdictions retain all legal rights provided by their local consumer protection legislation.

11. Contact Us

If you have any questions regarding returns, refunds, or your consumer rights, our Customer Support team will be happy to assist you.

LumEssences

Etrade Essense Limited

8/F China Hong Kong Tower

8-12 Hennessy Road

Wan Chai, Hong Kong

Website: www.lumessences.com

Email: contact@lumessences.com