Refund and Returns Policy

Last updated: 11 November 2026

At LumaMask, customer satisfaction is important to us. We want you to feel confident when shopping with us. If you are not completely satisfied with your purchase, we're here to help.

Please read our refund and returns policy below before requesting a return.

1. 30-Day Return Policy

We offer a 30-day return period, meaning you have 30 days from the date you receive your order to request a return.

To qualify for a return:

• The item must be in its original condition.
• The item must be unused and undamaged.
• The item must be returned with its original packaging and accessories, where applicable.
• You must provide proof of purchase or your order confirmation.

Please contact us before sending any item back. Returns sent without prior approval may not be accepted.

Important: Your statutory consumer rights are not affected by this policy, including your legal right to cancel most online purchases within 14 days of receiving them.

2. How to Request a Return

To start a return, please contact our customer support team at:

Email: [Insert your customer support email]

Please include:

• Your full name.
• Your order number.
• The item you wish to return.
• The reason for your return.

Our team will respond with instructions on how to proceed.

Please do not send products back without receiving return instructions.

3. Damaged, Faulty or Incorrect Items

Please inspect your order upon delivery.

If your LumaMask arrives damaged, faulty or incorrect, contact us as soon as possible with:

• Your order number.
• A description of the issue.
• Clear photographs or videos showing the problem, where possible.

We will review your request and arrange an appropriate solution, which may include a replacement, repair or refund in accordance with your legal rights.

You will not be charged return postage for items that are confirmed to be faulty or incorrectly supplied.

4. Hygiene and Personal Care Products

For hygiene and safety reasons, certain personal care products may be excluded from voluntary returns once their protective hygiene seal has been broken.

This may apply to our LumaMask LED Facial Mask.

However, this exclusion only applies where legally permitted. It does not affect your statutory rights if an item is faulty, damaged, misdescribed or otherwise does not meet the requirements of consumer law.

If you are unsure whether your product qualifies for a return, please contact our support team.

5. Refunds

Once your returned item has been received and inspected, we will notify you whether your refund has been approved.

If approved:

• Refunds will be issued to your original payment method.
• Please allow 5–10 business days for the funds to appear, depending on your bank or payment provider.
• We will notify you once your refund has been processed.

Where you exercise your statutory right to cancel an online purchase, refunds will be processed within the time limits required by law.

6. Return Shipping Costs

For voluntary returns where you have simply changed your mind, you may be responsible for the cost of return shipping, provided this was communicated to you before purchase where legally required.

For faulty, damaged or incorrectly supplied items, we will cover reasonable return costs in accordance with applicable consumer law.

Original delivery charges will be refunded where required by law.

7. Order Cancellations

If you wish to cancel an order, please contact us as soon as possible.

If your order has not yet been dispatched, we will do our best to cancel it before shipment.

If your order has already been dispatched, you may still have the right to cancel under applicable consumer protection laws. Please contact us for return instructions.

8. Exchanges

If you receive a damaged or faulty product, please contact our support team.

We will assess the issue and arrange a suitable replacement or another appropriate remedy in accordance with your consumer rights.

9. Your Consumer Rights

Nothing in this policy affects your rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013, where applicable.

For UK customers, this includes:

• The right to cancel most online purchases within 14 days of receiving the goods.
• The right to receive goods that are of satisfactory quality, fit for purpose and as described.
• The right to appropriate remedies for faulty or misdescribed goods.

10. Contact Us

If you have any questions about refunds, returns or cancellations, please contact our customer support team.

Store: LumaMask
Email: o1hmcs.clothing@gmail.com
Website: https://vortexcoolingfan.myshopify.com/

We appreciate your trust in LumaMask and thank you for shopping with us.