Refund policy

Last updated: 28 september2026

We want you to love every LUMISSENCE purchase. If something isn't right, we're here to make it right.

14-Day Right of Withdrawal (EU & UK Customers)

You have the right to cancel your order within 14 days of receiving your item(s), without giving any reason. To exercise this right, email us at andrebluegreen@gmail.com with your order number and a clear statement of your decision to withdraw. You then have a further 14 days to return the item.

30-Day Returns

Beyond your statutory rights,  offers a 30-day return window from the date of delivery for unused items in their original condition and packaging.

Conditions for Return

To be eligible for a return, items must be:

  • Unused, unworn and in the same condition you received them
  • In the original packaging with all accessories and tags
  • Accompanied by proof of purchase

Non-Returnable Items

For hygiene and safety reasons, the following cannot be returned once opened or the seal has been broken:

  • Skincare products, serums, creams and oils
  • Hair care products
  • Items that come into direct contact with skin, such as facial tools, rollers and personal devices, once used
  • Gift cards

This does not affect your statutory rights regarding faulty goods.

Damaged or Faulty Items

If your item arrives damaged or defective, please contact us within 48 hours of delivery at andrebluegreen@gmail.com with your order number and clear photos. We will arrange a replacement or full refund at no cost to you.

Return Process

  1. Email andrebluegreen@gmail.com with your order number and reason for return.
  2. We will respond within 1–2 business days with return instructions and the return address.
  3. Ship the item back using a tracked service. Return shipping costs are the responsibility of the customer, unless the item is faulty or we sent the wrong product.
  4. Once received and inspected, we will notify you and process your refund.

Please do not send returns to the address on the parcel without contacting us first, as this may delay your refund.

Refunds

Approved refunds are issued to your original payment method within 5–10 business days of receiving the returned item. Original shipping costs (where charged) are non-refundable unless the return is due to our error.

Exchanges

We do not offer direct exchanges. Please return the original item for a refund and place a new order.

Order Cancellations

You may cancel your order free of charge within 12 hours of placing it by emailing us. After this window, your order may already be in processing and will need to be handled as a return once received.

Contact

Email: andrebluegreen@gmail.com