Returns, exchange and cancellation policy
For 14 days after receiving your order, provided the item is still unopened and unused, you may return the product for any reason. Please read below for the returns process.
If you have opened the product, and you find the product it faulty, please contact our customer service team to discuss your options. We will of course replace or refund faulty items completely free of charge.
RETURNS
To be eligible for a return, you must contact our customer service team at support@lumivyx.com within 14 days of receiving your item. The product must be in the original packaging, opened and unused.
You will be responsible for paying for your own shipping costs for returning the item unless the product was damaged or faulty on arrival. Shipping costs are non-refundable.
All products must be returned to the return facility address provided by the customer service agent who handles your return.
Once you have shipped the package please send us an email to provide us with the tracking number of your return shipment. The return will be processed within 4 days upon receipt of the returned item at the returns facility. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item and the refund process will begin automatically.
REFUNDS
Any approved refund can only be issued to the same payment method and in the same currency used for the order, or as an exchange. You can identify the name on your bank statement as ‘Lumivyx’ or ‘Lumivyx.com’.
For unwanted produc returns: We will initiate the credit to your original payment method over the purchase amount of the returned product minus an admin fee of $9.95. This usually takes between 3-5 business days to show up on your credit card statement but can take up to 20 days due to some banks, the speed of this is our of our control!
A possible difference in the refunded amount may depend on variations of the currency exchange rate if your bank account is not in USD. Lumivyx is not responsible for this difference and it will not be refunded.
Late or missing refunds
If you have received a refund confirmation from us but have however not received the amount back on your bank account, please contact your credit card company. It is likely within the 20 day window that they take to process this. If it has been longer than 20 days, please get in touch immediately and we will investigate with priority!
CANCELLATIONS
Our system is fast at processing the orders that are coming in, but we know mistakes can happen while ordering. We have a 1 hour time window in which you can change or cancel your order. Please email us directly on support@lumivyx.com and we will help you with your request.
After this time, it may still be possible that your order can be cancelled if it hasn’t been sent out. Again,please contact our customer service team at support@lumivyx.com with your request. If the package has already been sent, our customer service team will advise on alternative solutions.
