Refund & Cancellation

Last Updated: 25/02/2026

This Refunds & Cancellation Policy governs purchases made on www.lumos.international. By placing an order with Lumos, you agree to the terms outlined below.

1. Order Cancellation

1.1 Cancellation Window

Orders may be cancelled within 24 hours of placing the order, provided the order has not been dispatched.

1.2 Post-Dispatch Cancellation

Once an order has been dispatched, it cannot be cancelled.

1.3 How to Cancel

To request cancellation, please email: hardik@lumos.international

Include your Order ID and registered contact details.

If cancellation is approved, the refund will be processed within 5–7 business days to the original payment method.

2. Returns Policy

2.1 Return Window

Customers may request a return within 7 days of delivery, subject to the conditions below.

2.2 Eligibility for Return

A product is eligible for return only if:

It is unused and unopened
It is in its original packaging
All seals, labels, and protective films remain intact
The return request is raised within 7 days of delivery

2.3 Non-Returnable Items

For hygiene and safety reasons, the following items are non-returnable:

Opened or used skincare, body care, haircare, or cosmetic products
Products with tampered seals or damaged packaging
Products purchased during special promotions or clearance sales (if marked non-returnable)

Lumos reserves the right to reject returns that do not meet these criteria.

3. Damaged, Defective or Incorrect Products

If you receive:

A damaged product
A defective product
An incorrect product

You must notify us within 48 hours of delivery by emailing hardik@lumos.international with:

Order ID
Clear photographs of the product
Photographs of outer packaging

Upon verification, we will offer:

A replacement (subject to availability), or
A refund to the original payment method

Lumos may arrange reverse pickup depending on serviceability in your area.

4. Refund Processing

Approved refunds will be processed within 5–7 business days.
Refunds will be issued to the original payment method only.
Shipping charges (if applicable) are non-refundable unless the return is due to an error on our part.

Processing time for refunds may vary depending on your bank or payment provider.

5. Return Shipping

If the return is due to a defective or incorrect product, Lumos will bear the return shipping cost.
For eligible voluntary returns (unused/unopened), return shipping costs may be deducted from the refund amount.