Refund & Returns Policy

Last updated: August 2026

We hope you are happy with your purchase from Lumova Retail Ltd. If you need to return an item, please read the policy below.

Change of Mind Returns

You have 14 days from the date you receive your order to notify us that you wish to return an item.

To be eligible for a change-of-mind return, products must be:

• Unused and in their original condition;

• Unopened, where applicable;

• In their original packaging; and

• With any seals, protective packaging or hygiene seals intact.

For health and hygiene reasons, sealed cosmetic, skincare, tanning or beauty products which are not suitable for return once unsealed cannot be returned if the seal has been broken after delivery, unless the product is faulty.

Once you have notified us of your return, you must send the goods back within 14 days.

To start a return, contact hello@lumova.co.uk with your order number and the item(s) you wish to return. We will provide the relevant return instructions.

Customers are responsible for return postage costs for change-of-mind returns. We strongly recommend using a tracked postal service. Lumova cannot be responsible for returned parcels until they are received by us.

Damaged, Incorrect or Faulty Items

Please check your order as soon as it arrives.

If an item arrives damaged, faulty or incorrect, please contact hello@lumova.co.uk as soon as possible, preferably within 48 hours of delivery, with your order number and photographs of the item and packaging where appropriate.

Reporting an issue outside this period does not affect your statutory rights.

Where goods are faulty, damaged or incorrectly supplied, we will provide an appropriate remedy in accordance with your statutory rights and will cover reasonable return costs where a return is required.

Refunds

Once your return has been received and checked, we will confirm whether your refund has been approved.

Approved refunds will be made to your original payment method. Refunds will be processed without undue delay and, where you exercise your statutory right to cancel, no later than 14 days after we receive the returned goods or evidence that they have been sent back, whichever is earlier.

For eligible change-of-mind cancellations, we will also refund the cost of our standard delivery option. Any additional amount paid for an upgraded or express delivery service is non-refundable.

We may make a reasonable deduction from a refund if returned goods have been handled beyond what is necessary to establish their nature, characteristics and condition.

Exchanges

We do not operate a general exchange service. If you wish to purchase a different product, please return the eligible item for a refund and place a new order.

Your Statutory Rights

Nothing in this policy affects your statutory rights under UK consumer law.

For return enquiries, contact:

Lumova Retail Ltd
Email: hello@lumova.co.uk