Refund Policy
30-Day Money-Back Guarantee
At Trylumine, your satisfaction is our top priority. If you are not completely satisfied with your Lumine Oral Care Kit for any reason, we offer a full refund within 30 days of your purchase date.
Eligibility
To be eligible for a return and refund, your item must meet the following conditions:
- The return request must be submitted within 30 days of the original purchase date.
- The product must be unopened and unused, in its original packaging with all original accessories included.
- You must provide proof of purchase (order number or receipt).
We reserve the right to refuse returns that do not meet these conditions.
Non-Returnable Items
The following items are not eligible for return or refund:
- Products that have been opened, used, or show signs of wear.
- Items purchased on final sale or with a promotional discount clearly marked as non-refundable.
- Gift cards.
- Any product not in its original condition, damaged, or missing parts for reasons not due to our error.
How to Initiate a Return
- Contact our customer support team at support.trylumine@gmail.com with your order number and reason for return.
- Wait for our team to review and approve your return request. Do not ship your item back until you have received written approval. Returns sent without prior approval will not be accepted.
- Once approved, we will provide you with return shipping instructions. You are responsible for the cost of return shipping unless the return is due to our error or a defective product.
- Ship the item back using a trackable shipping method. We are not responsible for items lost or damaged in transit.
Damaged or Defective Items
If your item arrives damaged or defective, please contact us at support.trylumine@gmail.com within 7 days of delivery with photos of the damage and your order number. We will cover the cost of return shipping and send you a replacement or issue a full refund at no additional charge.
Refund Processing
Once we receive your returned item and verify that it meets our return conditions, we will process your refund within 10 business days. Refunds are issued to the original payment method used at checkout. Please note that your bank or card issuer may require additional time to post the refund to your account.
If you have not received your refund within 15 business days after our confirmation, please contact us at support.trylumine@gmail.com.
Exchanges
We do not offer direct exchanges. If you would like a different product, please return the original item following the process above and place a new order once your return has been approved.
Contact Us
If you have any questions about our refund policy, please contact our team at support.trylumine@gmail.com.