OUR RETURN POLICY
Returns on Online Purchases
We want you to feel comfortable trying new products. We offer a full refund or exchange for all item(s) you didn’t enjoy for any reason the first time you purchase it/them as long as the return is within 30 days. The second time you order a product, it will only be eligible for exchange or store credit. We may ask that products be shipped back to us in cases of large returns (over $60).
Refunds will not include shipping cost. We are not responsible for shipping cost if you choose to return the products. To initiate a return, simply email us with your concern & order number at [email protected] We do not replace free gifts or products not listed on orders. Sample products are final, no returns, exchanges, or credit. Discount codes cannot be applied after a purchase has been processed.
After 30 days, we provide a product exchange or partial store credit code of 50% of your original purchase if you are not pleased with your order, however this is limited to 60 days after purchase. Exchanges are only eligible for the same product or alternate product of equal or similar value. After 60 days, we will not exchange or credit an order.
Prematurely expired products will be replaced or partially credited if the product spoils within six (6) months of the purchase date. We may ask for photos to better understand the product issue. Of the two methods to deal with prematurely expired products, we recommend exchanges since customers will receive a full size product versus a partial credit.
We take it upon ourselves to ensure your package arrives safely, so we will replace any items that arrived damaged in transit. Please email us as soon as you receive your order. We may ask for photos of the damaged package. Please also file a claim with USPS as they are responsible for the damage.
Returns with Dealer/Outside Purchase
Items purchased from other retailers, dealers or resellers and not directly from our website are not eligible for return, refund, store credit or exchange.
In order to offer the best experience to our Luminance customers, Luminance reserves the right to limit returns if we have reason to suspect misuse of our generous return policy (such as excessive returns, reselling, or fraud).
*Note on free gifts: While we do our best to be generous as a small company, free gifts are limited to marketing promotions and defined by monthly marketing plans. Gifts are not open to demand outside set promotion, nor available for exchange or credit.
Please let us know if you have any questions, our Team is happy to help!
This month we’re excited to be making many transitions, and happy to have your support. We’ll send an email in two weeks with more updates on our summer plans (like a new website!!!).