Return & Refund Policy

Last Updated: September 21, 2026

Thank you for shopping with Lumaverae. We want you to feel confident when purchasing from us and are committed to providing a fair and transparent return and refund process.

This Return & Refund Policy applies to purchases made directly through www.lumaverae.com, operated by Shenzhen Xuanaique International Trading Co., Ltd.

Please read this policy carefully before making a purchase.

1. 30-Day Return Policy

We accept eligible return requests submitted within 30 days of the date your order is delivered.

To be eligible for a standard return, the item must:

• Be unused, unworn, and untested;

• Be unopened where the product has a hygiene or protective seal;

• Be in its original packaging;

• Have all original labels, seals, accessories, manuals, and other components included;

• Be in the same condition in which it was received; and

• Be accompanied by valid proof of purchase from Lumaverae.

A return request must be submitted to support@lumaverae.com within the 30-day return period.

After your return is approved, the item must be shipped back in accordance with the return instructions provided by our customer support team.

Please do not send a return without first contacting us and receiving return authorization.

2. Cosmetics, Skincare, and Hygiene-Sensitive Products

For health, safety, and hygiene reasons, certain beauty and personal-care products cannot normally be returned once opened, unsealed, tested, or used.

This includes, where applicable:

• Mascara and other eye makeup;

• Lip products;

• Skincare products;

• Serums, creams, and similar cosmetic formulas;

• Applicators and products that come into direct contact with the skin, eyes, or lips; and

• Other sealed products that cannot reasonably be resold once their hygiene seal has been broken.

If a cosmetic or personal-care product has been opened or used, we generally cannot accept a change-of-mind return unless the product is defective, damaged, incorrect, or applicable law requires otherwise.

These restrictions do not limit any mandatory consumer rights that may apply in your country or region.

3. Non-Returnable Items

Unless required by applicable law, we generally cannot accept returns for:

• Products that have been opened, used, tested, washed, altered, or damaged after delivery;

• Cosmetics or hygiene-sensitive products with broken or removed seals;

• Items returned without their original packaging or essential components;

• Free samples;

• Complimentary gifts, except where they form part of a promotional return as described below;

• Gift cards, if offered;

• Items clearly identified as “Final Sale” before purchase; and

• Products purchased from third-party retailers, marketplaces, or other websites rather than directly from Lumaverae.

If you purchased a Lumaverae product from another retailer or marketplace, please contact that seller directly regarding its applicable return policy.

4. Damaged, Defective, or Incorrect Items

We carefully inspect and package orders before shipment. However, if an item arrives damaged, defective, or different from what you ordered, please contact us at support@lumaverae.com within 14 days of delivery.

Please include:

• Your full name;

• Your order number;

• A description of the problem;

• Clear photographs or video showing the item and the issue; and

• Photographs of the shipping package and shipping label where relevant.

Please keep the item and its original packaging until we have completed our review.

After reviewing your claim, we may, as appropriate, offer a replacement, reshipment, partial refund, or full refund.

Where the return is required because we sent an incorrect, defective, or damaged item, Lumaverae will cover reasonable return shipping costs where required.

We may not be able to provide a replacement if the relevant product is out of stock. In that case, a refund may be provided instead.

5. Missing Items

If your order arrives with one or more items missing, please contact support@lumaverae.com within 14 days of delivery.

Please provide your order number and, where possible, photographs of:

• The package received;

• The shipping label;

• The items contained in the package; and

• Any visible damage or evidence that the package may have been opened during transit.

We will review the shipment information and may verify the package weight and fulfillment records before determining the appropriate resolution.

6. Packages Lost in Transit

If your package appears to be lost in transit or tracking has not updated for an unusually long period, please contact us at support@lumaverae.com.

We may investigate the shipment with the applicable carrier before issuing a replacement or refund.

If a shipment is confirmed as lost while in transit, we will provide an appropriate resolution in accordance with applicable law and our shipping arrangements.

7. Packages Marked as Delivered but Not Received

If tracking shows that your package has been delivered but you cannot locate it, please:

1. Check around the delivery location and with other members of your household;

2. Check with neighbors, building reception, mailroom staff, or other authorized recipients where applicable;

3. Contact the shipping carrier for additional delivery information; and

4. Contact us at support@lumaverae.com as soon as possible.

We will assist with investigating the delivery where reasonably possible.

Any replacement or refund will depend on the circumstances of the shipment, carrier investigation, proof of delivery, and applicable consumer protection laws.

8. How to Request a Return

To request a return, email:

support@lumaverae.com

Your email should include:

• Your order number;

• The name of the item(s) you wish to return;

• The reason for your return; and

• Photographs where the item is damaged, defective, or incorrect.

If your return is approved, we will send you the applicable return instructions and return address.

Important: Do not return products to our corporate registered address unless our customer support team specifically instructs you to do so.

Our return processing location may be different from our registered business address, depending on your country, the product, and the fulfillment warehouse from which your order was shipped.

Returns sent to an unauthorized address may be delayed, refused, or become ineligible for processing.

9. Return Shipping Costs

For ordinary change-of-mind returns, the customer is responsible for return shipping costs unless applicable law requires otherwise.

We recommend using a trackable shipping service and keeping your shipping receipt and tracking number until your return has been completed.

Lumaverae is not responsible for return packages lost or damaged during return transportation where the customer arranged the return shipping, except where applicable law provides otherwise.

If you receive an incorrect, damaged, or defective item and we require the item to be returned, we will provide return instructions and, where applicable, cover reasonable return shipping costs.

10. International Returns

Customers returning products internationally are responsible for following the return instructions provided by Lumaverae.

Unless the return is caused by our error or applicable law provides otherwise, customers are responsible for:

• Return shipping fees;

• Appropriate return packaging;

• Tracking costs; and

• Any customs documentation required for the return.

Please do not send a return using a method that requires Lumaverae to pay unexpected cash-on-delivery charges, customs charges, or additional collection fees unless this has been approved by us in advance.

Customs duties, import taxes, VAT, and other governmental charges paid directly by a customer may be governed by the rules of the relevant customs or tax authority and may not always be refundable by Lumaverae.

11. Refund Processing

Once your return is received, we will inspect it to determine whether it meets the applicable return requirements.

If approved, your refund will be issued to your original payment method.

We aim to process approved refunds within 5–10 business days after the returned item has been received and inspected, or within any shorter period required by applicable law.

After we issue a refund, your bank, credit card company, payment provider, or financial institution may require additional time to post the funds to your account. This processing time is outside our control.

If more than 10 business days have passed after we confirmed that a refund was issued, please contact us at support@lumaverae.com.

12. Original Shipping Charges

For ordinary returns made because you changed your mind, original shipping and delivery charges are generally non-refundable.

Additional charges for expedited, priority, express, insured, or upgraded delivery options are also generally non-refundable.

However, where applicable consumer law requires the refund of standard outbound delivery charges, or where the return results from an error by Lumaverae, we will refund the amounts required by applicable law.

13. Partial Refunds and Deductions

Where permitted by applicable law, we reserve the right to reduce a refund when a returned item's value has been diminished because the item:

• Has been used beyond what is reasonably necessary to inspect it;

• Has been damaged after delivery;

• Is missing packaging, accessories, gifts, or components originally supplied with it; or

• Otherwise does not satisfy the conditions of the approved return.

We will not make such deductions where prohibited by applicable consumer protection law.

14. Exchanges

We do not guarantee direct exchanges because inventory, product shades, and variants may change.

For standard change-of-mind requests, the fastest option is generally to return the eligible product for a refund and place a new order for the desired item.

If you received an incorrect, damaged, or defective product, please contact us before placing another order so that we can determine whether a replacement can be provided.

All replacements are subject to product availability.

15. Promotional Offers, Bundles, and Buy-One-Get-One Offers

Orders purchased as part of a bundle, Buy One Get One (“BOGO”), gift-with-purchase, multi-buy discount, or similar promotion may be subject to additional return conditions.

If returning only part of a promotional order would cause the remaining products to no longer qualify for the original promotion, the refund may be recalculated based on the value of the items retained and the applicable promotion terms.

If a complimentary item or free gift was provided because of a qualifying purchase, we may require the promotional item to be returned with the qualifying product, provided this is permitted by applicable law.

Nothing in this section limits statutory rights relating to faulty, defective, damaged, or incorrectly supplied goods.

16. Sale Items

Unless specifically identified as Final Sale before purchase, sale and promotional items may be returned if they otherwise satisfy this Return & Refund Policy.

Any “Final Sale” designation does not remove or restrict rights that cannot legally be excluded, including applicable rights concerning defective, damaged, misdescribed, or incorrectly supplied products.

17. Order Cancellations and Changes

If you need to cancel or change an order, please contact us at support@lumaverae.com as soon as possible, preferably within 24 hours after placing your order.

Please include your order number and the change you would like to make.

We will make reasonable efforts to accommodate your request, but cancellation or modification is not guaranteed because orders may enter processing shortly after payment is received.

Once an order has been processed, fulfilled, or shipped, it may no longer be possible to cancel or modify it. If eligible, you may request a return after receiving the order.

18. Refused or Unclaimed Deliveries

If an order is returned to us because it was refused, unclaimed, or could not be delivered due to an incorrect or incomplete address provided during checkout, please contact us.

After the package has been returned and verified, we will determine whether it can be reshipped or refunded.

Additional shipping charges may apply to reshipment where the failed delivery was not caused by Lumaverae or the carrier.

Any refund will be handled in accordance with applicable consumer law.

19. Return Abuse and Fraud

We reserve the right, where permitted by law, to reject returns that show reasonable evidence of fraud, return abuse, deliberate damage, or misuse of this policy.

This may include repeated claims involving products that were materially used or intentionally damaged before being returned.

This provision does not affect legitimate consumer claims or any rights that cannot legally be excluded.

20. Statutory Consumer Rights

This Return & Refund Policy provides Lumaverae's commercial return terms and is not intended to limit any mandatory consumer protection rights available to you under the laws applicable to your purchase.

Depending on where you live, you may have additional rights relating to cancellation, withdrawal, refunds, repairs, replacement, defective goods, or delivery.

For example, consumers in certain jurisdictions may have a statutory cooling-off or withdrawal period for qualifying online purchases.

Where mandatory local consumer protection law gives you rights that are more favorable than the terms stated in this policy, the mandatory legal rights will apply.

Any restrictions in this policy concerning opened, sealed, hygiene-sensitive, promotional, discounted, or final-sale products apply only to the extent permitted by applicable law.

21. Purchases From Third-Party Sellers

This policy applies only to purchases made directly through www.lumaverae.com.

If you purchased a Lumaverae product from another website, marketplace, distributor, retailer, or other third-party seller, your purchase is subject to that seller's applicable return and refund terms.

Please contact the original seller directly.

22. Contact Us

If you have questions about a return, refund, replacement, damaged item, or this Return & Refund Policy, please contact us:

Lumaverae

Company Name: Shenzhen Xuanaique International Trading Co., Ltd.

Registration No: 91440300MAKD1YB549

Email: support@lumaverae.com

Tel: +86 18689876788

Registered Address:
Room 310, No. 32, West Area, Chentian Village,
Chentian Community, Xixiang Subdistrict,
Bao'an District, Shenzhen, China

Website: www.lumaverae.com

For return shipments, please contact us first for the correct return address. Do not automatically send returned merchandise to the registered company address shown above.