Return & Refund Policy
Last updated: 7 July 2026
1. Your Right to Cancel (14-Day Cooling-Off Period)
In accordance with the European Union (Consumer Information, Cancellation and Other Rights) Regulations 2013 (S.I. No. 484/2013), you have the right to cancel your order within 14 calendar days from the day you (or a third party nominated by you) receive the goods, without giving any reason.
2. How to Cancel
To exercise your right to cancel, you must notify us with a clear statement by email at lumierhelp@gmail.com before the 14-day period expires. Please include your order number, full name, and the reason for return (optional).
3. Hygiene Exception
Under Regulation 13(1) of S.I. No. 484/2013, the right to cancel does not apply to sealed goods that are not suitable for return for reasons of health protection or hygiene if they have been unsealed after delivery. Magnetic lashes, applicators and eye-area cosmetics fall under this exception once the hygiene seal has been broken or the product has been used.
Eligible for return: Items that are unused, unopened, in their original sealed packaging, and in resalable condition.
4. 30-Day Satisfaction Guarantee
In addition to your statutory rights, if you are not satisfied with your LUMIER lashes, contact us within 30 days of delivery and we will work with you to find a resolution, which may include a partial refund, replacement, or store credit at our discretion.
5. Return Shipping
Once your cancellation is approved, you must return the goods to the address provided by our customer service team within 14 days. You are responsible for the direct cost of returning the goods, unless the item is faulty or was sent in error.
We recommend using a tracked shipping service, as we cannot be held responsible for returned items lost in transit.
6. Refunds
Once we receive and inspect the returned goods, we will notify you of the approval or rejection of your refund. Approved refunds will be processed to the original payment method within 14 days. The original shipping cost (if any) is refundable only if the entire order is returned.
7. Faulty or Incorrect Items
Under the Sale of Goods and Supply of Services Act 1980 and the Consumer Rights Act 2022, all goods must be of merchantable quality, fit for purpose, and as described. If your item arrives damaged, faulty, or is not what you ordered, please contact us within 7 days of delivery with photographs of the issue. We will arrange a free replacement or full refund.
8. Non-Returnable Items
- Used, opened or unsealed lashes, applicators or cosmetic products
- Items returned more than 14 days after delivery (outside statutory rights)
- Items not in their original condition or packaging
- Free promotional gifts
9. Online Dispute Resolution
EU consumers may also use the European Commission's Online Dispute Resolution platform at ec.europa.eu/consumers/odr to resolve disputes.
10. Contact
All return enquiries: lumierhelp@gmail.com