Refund policy

Return & Refund Policy 30-Day Clinical Guarantee Effective Date: April 2026

We believe you should love what you put on your skin. That’s why every Luma Labs product comes with our 30-Day Clinical Guarantee — try it, test the texture, use it on your skin, and if it’s not right for you, return it for a full 100% refund. No questions asked. We’ll only ask what you think we could improve, because your feedback makes our formulations better.

1. The 30-Day Clinical Guarantee

You have 30 calendar days from the date of delivery to try any Luma Labs product. If it doesn’t meet your expectations for any reason, you can return it for a full refund — even if it’s been opened and used.

What’s Covered

Opened, used, or partially used products — we want you to actually try it
Products where the texture, feel, or experience wasn’t what you expected
Wrong product delivered or damaged on arrival
Confirmed manufacturing defects
Any reason at all within 30 days — we trust you

Not Eligible for Return

Products returned after 30 days from delivery
Items purchased during clearance sales (marked as final sale)
Products without any original packaging

2. How to Return

We’ve made returns as easy as messaging a friend. Reach out to us through any of these channels within 30 days of delivery:

📱WhatsApp: Message us on the number listed on lumalabs.store (03277771047)

📧 Instagram: DM us @lumalabs.skin with your order number

🌐 Website: lumalabs.store/pages/contact

The Process

Contact us through WhatsApp, Instagram, or our website with your order number.
Share a photo of the product (so we can see its condition — nothing fancy needed).
Pack and Ship: Once confirmed, pack the product and ship it back to us at the following address: Plaza 4K, K Block Commercial, Model Town, Lahore
Share Tracking: Once the parcel has departed from your address, simply send us the tracking number/courier receipt.
Get Refunded: You do not have to wait for the product to arrive at our facility. As soon as you share the active tracking number, your refund is instantly transferred to your provided bank account!

We’ll ask you one thing: what do you think we could improve? Your honest feedback helps us make better products for everyone. That’s it — no interrogation, no guilt, no hassle.

3. Refund Details

Speed: Refunds are initiated instantly once you share the return tracking number with us. In rare cases, it may take up to 2 business days for bank processing.
Method: Refunds are directly transferred to your given bank account.
Amount: 100% of the product purchase price. Original shipping charges are non-refundable. Return shipping is the customer’s responsibility, unless the return is due to our error (wrong or defective item), in which case return shipping is on us.

4. Bundles & Promotional Offers

We know our bundles (like the Complete Luma Protocol) are designed to work together — but we also know that sometimes one product in a set might not be the right fit for your skin. Here’s how we handle it:

Returning individual items from a bundle: Absolutely allowed. We’ll refund the proportional amount you paid for that item — not the individual retail price. For example, if you bought a 3-product bundle for Rs 4,500 (retail value Rs 6,000) and want to return one item that retails at Rs 2,000, your refund would be Rs 1,500 (your proportional share of the discounted price).
Returning the full bundle: You’ll receive a full refund of what you paid.

Our suggestion: Before you return, message us on WhatsApp. If one product isn’t working for you, we’d love to chat about what’s happening with your skin. Sometimes a small adjustment in how you use it makes all the difference. And if it’s still not right, we’ll process your return right there in the conversation.

5. Exchanges

If you received the wrong item or a product with a manufacturing defect, we’ll ship the correct or replacement product at no additional cost. Exchange requests follow the same 30-day window and process as returns. Want to swap for a different product? Return the original under the 30-Day Guarantee and place a new order — we’ll make sure your new order gets priority shipping.

6. Damaged or Defective Products

If your product arrives damaged, leaking, or with a manufacturing defect:

Contact us within 48 hours of delivery with a photo.
Do not discard the product or packaging until your claim is resolved.
We’ll arrange a free replacement or a full refund to your bank account—your choice, instantly.

7. Cancellation Policy

Orders can be cancelled before they are dispatched. Once an order has been handed over to the courier, it cannot be cancelled, but don’t worry, the 30-Day Clinical Guarantee still applies once you receive it. To cancel, message us immediately through WhatsApp, Instagram, or our Contact page with your order number.

8. A Note on Skincare & Your Skin

Every skin is different. We always recommend performing a patch test before full application of any new product. If a product doesn’t agree with your skin, that’s exactly what the 30-Day Clinical Guarantee is for; return it, and we’ll help you find what works. Our team genuinely cares about your skin health. If you’re unsure which product is right for you, reach out to us before ordering, and we’ll guide you, no purchase necessary.

9. Delivery

🚚 Free delivery across all of Pakistan — on every order, no minimum. Delivery times vary by location. You’ll receive tracking information once your order is dispatched. The delivery date confirmed by our courier partner’s tracking is what we use for the 30-day guarantee window.