Refund Policy
Refund Policy
30-Day Money-Back Guarantee
We offer a 30-day refund policy.
If you are not satisfied with your purchase, you may request a return or refund within 30 days of receiving your order.
To be eligible for a refund, the item must:
Be in its original condition
Include all accessories, manuals, or packaging (if applicable)
Not be damaged due to improper use
Certain types of goods may be exempt from returns (e.g., digital products, hygiene items, or products explicitly marked as non-returnable), depending on your store setup.
How to Request a Refund
To start a refund request, please contact us at:
Include the following:
Order number
Reason for the refund request
Photo or video evidence (if the product is defective or damaged)
Once your request is approved, we will provide return instructions.
Returns without prior authorization may not be accepted.
Return Shipping Costs
Customers are responsible for the cost of returning the item.
Shipping costs are non-refundable, except in cases where the product was delivered damaged or defective.
If a refund is granted for a defective item, we may choose to:
Replace the item
Offer a full refund
Offer store credit
depending on the situation.
Processing Refunds
Once your returned item is received and inspected, we will notify you of the approval or rejection of your refund.
If approved, refunds are processed to your original payment method within:
5–10 business days
The exact time depends on your bank or payment provider.
Late or Missing Refunds
If you have not received your refund:
Check your bank account again
Contact your credit card company — processing may take additional time
Contact your bank — there can be delays in posting refunds
If you have done all this and still have not received your refund, please contact us again.
Exchanges
We only replace items that arrive defective or damaged.
If you need an exchange, contact us before sending the product back.
Order Cancellations
Orders can only be cancelled before they are processed and shipped.
Once an order has shipped, cancellation is no longer possible.
Non-Refundable Items
The following items may not be eligible for refunds (adjust based on your store):
Gift cards
Downloadable/digital products
Items marked as “final sale”
Products returned in used or damaged condition without manufacturing defects
Contact Us
If you have any questions regarding returns or refunds, please contact our support team at:
Cancellation Policy & Cancellation Form
A. Cancellation Policy
Introduction
Consumers have the right to withdraw from the contract under the conditions described below. A consumer is any natural person who enters into a legal transaction for purposes that are predominantly outside their trade, business, or profession.
Right of Withdrawal
You have the right to withdraw from this contract within 30 days without giving any reason.
The withdrawal period is 30 days from the day on which you or a third party named by you, who is not the carrier, took possession of the last item.
To exercise your right of withdrawal, you must inform us ([Company / Website Operator – Personal details removed]) of your decision to withdraw from this contract by means of a clear statement (e.g., a letter sent by post or an email). You may use the attached model withdrawal form, but it is not mandatory.
To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
Effects of Withdrawal
If you withdraw from this contract, we will refund all payments received from you, including delivery costs (except for additional costs resulting from your choice of a delivery method other than the least expensive standard delivery offered by us), without undue delay and no later than fourteen days from the day on which we received notice of your withdrawal.
For the refund, we will use the same means of payment that you used for the original transaction, unless expressly agreed otherwise. Under no circumstances will you be charged any fees for the refund.
We may withhold the refund until we have received the returned goods or you have provided proof that you have sent back the goods—whichever is earlier.
You must send back or hand over the goods to us without undue delay and in any event no later than fourteen days from the day on which you inform us of your withdrawal. The deadline is met if you send the goods before the period of fourteen days has expired.
You bear the direct costs of returning the goods.
You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the goods.
B. Model Withdrawal Form
(Complete and return this form only if you wish to withdraw from the contract.)
To:
[Company / Website Operator – Personal details removed]
Email: [Email removed]
I/We () hereby give notice that I/We () withdraw from the contract concluded by me/us () for the purchase of the following goods () / the provision of the following service (*):
Ordered on () ____________ / received on () __________________
Name of consumer(s)
Address of consumer(s)
Signature of consumer(s) (only if this form is submitted on paper)
Date
(*) Delete as appropriate
Company Name: LUMIVA BEAUTY LIMITED
Registration: 79435280
Address: RM03, 24/F, HO KING COMM CTR,
2-16 FAYUEN ST, MONG KOK
HONG KONG