Returns Policy for Online Skincare Product Purchases

1. Eligibility for Returns

• Time Frame: Returns must be initiated within 7 days of the purchase date.
• Condition: Products must be returned in their original packaging, unused, and in the same condition as received.
• Receipt: A valid proof of purchase (order number, receipt, or invoice) is required for all returns.

2. Non-Returnable Items

• Opened or Used Products: Due to hygiene and safety concerns, we cannot accept returns on products that have been opened or used.
• Gift Cards: Non-refundable and non-returnable.
• Final Sale Items: Items marked as "final sale" are not eligible for returns or refunds.

3. Return Process

• Contact Customer Service: Initiate a return by contacting our customer service team via email at info@luminevoire.com or by phone at +27 61 508 4218. Provide your order number and reason for the return.
• Receive Return Authorization: Our customer service team will provide you with a Return Authorization Number (RAN) and instructions for returning the product.
• Ship the Product: Pack the product securely in its original packaging, include the RAN, and ship it to the address provided by our customer service team. Customers are responsible for return shipping costs unless the product is defective or incorrect.

4. Refunds

• Inspection: Once we receive your return, we will inspect the product to ensure it meets our return criteria.
• Processing Time: Refunds will be processed within 7-10 business days after we receive and inspect the returned product.
• Method of Refund: Refunds will be issued to the original payment method. Depending on your payment provider, it may take additional time for the refund to appear on your account.

5. Exchanges

• Product Exchanges: We do not offer direct exchanges. If you need a different product, please return the original item for a refund and place a new order for the desired product.

6. Damaged or Defective Products

• Reporting Issues: If you receive a damaged or defective product, please contact our customer service team within 7 days of receiving the product. Provide details and photos of the damage or defect.
• Replacement or Refund: We will arrange for a replacement product to be sent at no additional cost or issue a full refund, including return shipping costs.

7. Contact Information

For any questions or concerns about our returns policy, please contact us at:

• Email: info@luminevoire.com
• Phone: +27 61 508 4218

8. Policy Updates

We reserve the right to update or modify this returns policy at any time. Any changes will be posted on our website, and it is your responsibility to review the policy periodically.