Refund policy
Return Policy – Damaged or Faulty Products
At Lumière, we want you to feel confident in your purchase. Below you will find information about returns, refunds and what applies if something is not as it should be.
14-Day Right of Return
You have the right to return your product within 14 days of receiving it.
To initiate a return, you must always contact our customer service before sending the product back. We will then provide the correct return address and instructions on how to proceed with the return.
Returer sent without prior contact with customer service or without following our instructions will not be accepted.
Return Conditions
For a return to be accepted, the following must apply:
- The product must be in unused condition
- The product must be returned in its original packaging
- All accessories and any documentation must be included
- The product must not be damaged or used
This helps us process your return as quickly as possible.
Customer Responsibility for Returns
As a customer, you are responsible for:
- The cost of return shipping
- Ensuring the product is correctly packaged and protected during transit
- Any damage or loss during return transit
- Ensuring the parcel is delivered to the specified address
We recommend using a trackable and insured shipping method.
We do not accept returns made to post offices or parcel lockers. We only accept returns to the address we provide upon contact regarding a return.
Exceptions to the Right of Withdrawal
For hygiene and health reasons, the right of withdrawal or return does not apply to products that are sealed and where the seal has been broken after delivery, if the product is not suitable for return on health or hygiene grounds.
This may apply to certain personal hygiene products, for example.
Refunds
Once we have received and inspected your return in accordance with our return conditions, we will process the refund.
Refunds will be issued within 14 days of us receiving and approving the return and will be made via the same payment method used at the time of purchase, unless otherwise agreed.
Defective Products
If you have received a defective or faulty product, please contact us immediately. We will help you resolve the situation as quickly and smoothly as possible.
Delivery and Processing
We process your order within 1–3 business days of payment being confirmed. Once the order has been dispatched, you will receive a confirmation by email with tracking information so you can follow your delivery.
Delivery time is normally 5–14 business days, depending on destination and chosen shipping method.
Please note that delivery times may be affected by public holidays, peak seasons or unforeseen delays with the carrier.
If you have not received your order within the stated delivery time, please contact our customer service and we will assist you further.
Contact
Do you have questions or would you like to initiate a return? Contact our customer service at:
capriennestore@gmail.com
We are always here to help you.