Refund policy

Last updated: October 2026

At Lumiere, we want you to love your lashes. If you're not happy with your order, we're here to help.

14-DAY SATISFACTION GUARANTEE

You have 14 days after receiving your order to request a refund.

- Unopened products: full refund of the product price (original shipping costs are not refunded).
- Opened or used products: 50% refund of the product price (original shipping costs are not refunded). You do not need to send the product back.

For orders of 2 or more units, the refund is calculated on the total product price of the order.

HOW TO REQUEST A REFUND

1. Contact us at primoshopps1@gmail.com within 14 days of delivery.
2. Include your order number and a clear photo of the product you received (and of the packaging, if unopened).
3. We will review your request and reply within 2 business days.

In most cases you do not need to send the product back. If we ask for a return, we will send you instructions. Items sent back to us without first requesting a refund will not be accepted.

REFUND TIMING

Once your request is approved, your refund will be issued to your original payment method within 7 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we approved your request, please contact us at primoshopps1@gmail.com.

DAMAGES AND ISSUES

Please inspect your order upon reception and contact us within 7 days of delivery, with a photo, if the item is defective, damaged, or if you receive the wrong item. We will send you a free replacement or give you a full refund, including shipping.

LATE OR LOST ORDERS

If your order has not arrived within the delivery window shown at checkout, contact us and we will investigate with the carrier. If your order is lost, we will send a replacement or give you a full refund.

EXCEPTIONS

For hygiene reasons, opened beauty products cannot be returned to us. If you opened or used your serum and are not happy, you are still covered by our 14-day satisfaction guarantee with a 50% refund, and you do not need to send the product back. We also cannot accept refund requests made more than 14 days after delivery, requests without an order number or photo, or gift cards.

EXCHANGES

The fastest way to get what you want is to request a refund for the item you have and, once approved, place a new order for the item you prefer.

EUROPEAN UNION 14-DAY COOLING OFF PERIOD

If your order is shipped into the European Union, you have the right to cancel your order within 14 days of receiving it, for any reason and without justification. Unopened products qualify for a full refund of the product price. Opened beauty and personal care products cannot be returned for hygiene reasons, but they remain covered by our 14-day satisfaction guarantee described above.

YOUR LEGAL RIGHTS

This policy does not affect any rights you have under the consumer protection laws that apply where you live.

CONTACT

You can always contact us for any question about refunds at primoshopps1@gmail.com.