Returns
Our 60-day guarantee
Every scalp is different, so we want you to feel completely fine about trying Lumia. If the PDRN Scalp Serum is not right for you, sorting it out is simple.
60 days, money back
If you decide Lumia is not for you, email us within 60 days of your delivery date and we will refund your order in full. You do not need to post anything back. Posting a part-used tube back to us costs you time, costs us more than the tube is worth, and helps nobody, so keep it or pass it to a friend. We will ask for a line of feedback so we can keep getting better. To start, email hello@lumiadaily.com with your order number.
Why 60 days
Because a subscription delivers every two months, and a shorter window would expire before your second delivery even arrived. You should get to judge a full cycle, not a fortnight of it.
What is covered
- The whole order. However many tubes you bought, that is what we refund. No per-tube cap.
- Shipping too. If you paid for shipping on the original order, that comes back as well.
- Subscriptions. The 60 days applies to your first subscription order exactly as it does to any other order. After that you can skip or cancel any upcoming delivery before it is billed, and nothing is charged. Full detail is in our purchase options cancellation policy.
If something does not agree with you
Stop using it and email us. You do not need to wait out the 60 days, and you do not need to send anything back. This sits on top of your rights under the Consumer Guarantees Act, it does not replace them.
Exclusions
- Orders bought somewhere other than lumiadaily.com. Please contact your place of purchase for their process.
- Free or complimentary replacements already sent to you.
How refunds work
- We approve refunds within one business day of hearing from you.
- They go back to your original payment method.
- They usually take 5 to 10 business days to appear after that, depending on your bank. We cannot speed that part up, but we can show you it was sent.
- To start, email hello@lumiadaily.com with your order number and we will take it from there.
Damaged or lost in transit
If your order arrives damaged, or does not arrive at all, email us a photo and your order number. We will send a replacement or refund you, whichever you prefer, and nothing needs to come back to us. This is not limited to the 60 days and it is not a favour, it is what you are owed.
Nothing in this policy limits your rights under the New Zealand Consumer Guarantees Act 1993 and Fair Trading Act 1986. If a product is faulty or not as described you are entitled to a remedy under those laws regardless of the timeframes above. Questions? Email hello@lumiadaily.com.