Refund Policy

We want you to feel confident buying from Lumilia Skin Co. Our devices are personal-care, skin-contact devices, so our returns process is designed to be:

(1) fair and hygienic, (2) fast to resolve, and (3) compliant with South African consumer laws.

This policy applies to purchases made directly from lumiliaskinco.com. If you purchased via Takealot, Yuppychef, or another marketplace/retailer, please follow that seller’s process.

CONTACT & RETURNS ADDRESS

Email: info@lumiliaskinco.com
Returns address (approved returns only): 18 Taurus Road, Brackenfell South, Cape Town, 7560, South Africa

1) RETURNS AT A GLANCE

A) Faulty/defective goods (CPA):
If a qualifying defect occurs, you are protected by a 6-month implied warranty of quality. Within this period, remedies may include repair, replacement, or refund depending on the circumstances and your statutory rights.

B) Our product warranty (replacement, not repair):

• Lumilia Lux: 12-month Limited Replacement Warranty.
• Lumilia Neo: 12-month Limited Replacement Warranty.
• Lumilia GlacierX: 24-month Limited Replacement Warranty. 

*Approved warranty claims are resolved by replacement (we do not repair returned units).*

C) Change-of-mind returns (online orders):
Because these are skin-contact personal-care devices, we can only accept change-of-mind returns if the device is UNUSED and in a re-saleable condition (see Section 4).

D) Results-based 90-day Money-Back Guarantee:
We offer a separate, voluntary 90-day Money-Back Guarantee on eligible purchases (see Section 7 and our Money-Back Guarantee page).

2) HOW TO REQUEST A RETURN / WARRANTY CLAIM

To request assistance, email info@lumiliaskinco.com and include:

• Order number.
• Full name and contact number.
• A short description of the issue.
• Clear photos and/or a clear video (important for fast resolution).
• Serial number (SN) of the device.
• Your delivery address (for replacements).

We may guide you through quick troubleshooting first, as many issues are resolved immediately.

*Do not send items back without approval/return instructions, as this can delay processing.*

3) FAULTY / DEFECTIVE GOODS (IMPLIED WARRANTY OF QUALITY) 

If the device is unsafe, defective, or not fit for purpose due to a manufacturing fault, you may return it for assessment.

3.1 First 6 months from delivery (statutory implied warranty)
Where the implied warranty of quality applies, and a qualifying defect is confirmed, remedies may include repair, replacement, or refund, in line with South African consumer law.

3.2 Our practical approach (fastest resolution)
In most approved cases, we will offer a replacement as the quickest and most hygienic outcome. If a refund is required in terms of applicable law (or elected by the consumer where the law provides that election), we will process it in line with the applicable legal requirements.

3.3 What is NOT a defect (examples)
The following are not considered manufacturing defects on their own:

• Results varying due to skin tone, hair colour, hormones, hair growth cycle, or inconsistent use.
• Normal warmth/tingling sensation during IPL treatment within safe operating conditions.
• Damage caused by drops, impact, water/liquid exposure, power surges, non-approved adapters, or unauthorised repairs.
• Use contrary to the user guide or intended use.

If the device has been used on skin, or is not in a re-saleable condition, we cannot accept it as a change-of-mind return.

This hygiene rule does not limit your rights for faulty/defective goods.

4) HYGIENE & SAFETY (CHANGE-OF-MIND RETURNS)

Our devices are designed for direct contact with skin.

For hygiene and safety reasons, we can only accept a change-of-mind return if:

• The device is UNUSED (no signs of use), and
• All accessories are included, and
• The product is in its original packaging and in a re-saleable condition, and
• Any hygiene/tamper seals (where applicable) are intact.

5) ONLINE COOLING-OFF (CANCELLATION OF ONLINE ORDERS)

If you purchased online, you may cancel the transaction by giving written notice within 7 days after receiving the goods, subject to Section 4 above (unused/re-saleable condition).

• If you cancel within the cooling-off period and the return is approved, you must return the goods to us.
• Refunds (where applicable) will be processed within 30 days of the date of cancellation.
• The direct cost of returning the goods may be deducted from the refund (change-of-mind cancellations only).

If your order has not yet been dispatched, contact us immediately. Where we can stop dispatch in time, we will cancel and refund without requiring a return.

6) WARRANTY (LIMITED REPLACEMENT WARRANTY: WE REPLACE, WE DON’T REPAIR)

6.1 Warranty periods.

• Lumilia Lux: 12 months from date of delivery.
• Lumilia Neo: 12 months from date of delivery.
• Lumilia GlacierX: 24 months from date of delivery.

6.2 What the warranty covers
Manufacturing faults under normal intended use, provided:

• The device has been used in accordance with the user guide and intended purpose.
• The serial number matches our records.
• The fault is not caused by accidental damage, misuse, liquid exposure, power surges, non-approved adapters, or unauthorised repairs/tampering.

6.3 Replacement process
If your claim is approved:

• We will provide return instructions.
• You must return the device with all accessories it came with (as instructed).
• A replacement unit will be processed once the returned device is received and inspected.

6.4 Warranty on replacement units
Where we supply a replacement unit, the warranty will continue for the remainder of the original warranty period, or 3 months from delivery of the replacement (whichever is longer).

6.5 Shipping costs (warranty/defect claims)
For approved warranty/defect claims, we will cover reasonable shipping costs related to the return and replacement (as arranged/approved by us). For change-of-mind returns, the customer is responsible for return shipping costs (see Section 5).

7) 90-DAY MONEY-BACK GUARANTEE (RESULTS-BASED, SEPARATE PROGRAMME)

Results vary due to skin tone, hair colour, growth cycles, frequency of use, and individual response.

To help you purchase with confidence, we offer a separate, voluntary 90-day Money-Back Guarantee for eligible IPL handset purchases, subject to the criteria listed on our Money-Back Guarantee page.

Important notes:

• This programme is voluntary and does not replace your statutory rights.
• If your application is approved, the handset purchase price paid at checkout will be refunded once the handset is returned and inspected.
• Return shipping for Money-Back Guarantee returns is the customer’s responsibility (unless otherwise stated on the Money-Back Guarantee page).
• Applications that do not meet the criteria will not be approved.

8) EXCHANGES (E.G., COLOUR CHANGE)

We can assist with an exchange request if: 

• The device is UNUSED, sealed (where applicable), and in original packaging, and
• You contact us within 7 days of delivery.

For exchanges (not caused by our error), the customer is responsible for return and re-dispatch shipping costs.

9) RETURN INSPECTIONS & PROCESSING TIMES

• Returns are typically inspected and processed within 2 business days after arrival at our warehouse.
• Replacement shipping estimates (once approved and processed):
  – South Africa: 1–3 business days (express courier)
  – International: varies by destination (we will confirm timeframes where applicable)

10) REFUNDS (WHERE APPLICABLE)

• Refunds are processed to the original payment method where possible.
• If original payment method refunds are not possible, we may request banking details for an EFT.
• Shipping charges are only refundable where the return is due to our error or an approved defect claim (as applicable).

11) FAIR USE / ANTI-FRAUD

To protect genuine customers and keep service fast:

• We record serial numbers and may request additional proof (photos/video).
• We may decline a return/claim if the claim appears fraudulent, the serial number does not match our records, or the device shows signs of misuse/unauthorised modification.

If anything is unclear, email us and we’ll guide you through the quickest route to resolution.