Return & Refund Policy

Thank you for your purchase! We truly hope you're happy with your experience. However, if you are not completely satisfied for any reason, you may return your order for a full or partial refund under the terms outlined below.

We stand by the quality of our products. If you’re not completely satisfied, we offer a 90-day money-back guarantee - even if the product has been used.

Terms & Conditions:

● Only applicable to a new customer’s first order.

● If 50%+ of total product ordered is unopened and returned, a 100% refund will be issued.

Example: If you ordered 4 bottles and returned 2 unopened bottles, you qualify for a full refund.

● If 26%-49% of total product ordered is unopened and returned, a 50% refund will be issued.

Example: If you ordered 3 bottles and returned 1 unopened bottle, you qualify for a 50% refund.

● If <=25% of total product ordered is unopened and returned, or there is no unopened product to return, a 25% refund will be issued.

Example: If you ordered 2 bottles and returned 0 unopened bottles, you qualify for a 25% refund.

● This guarantee can only be claimed within 90 days of your order being placed.

● We reserve the right to refuse this guarantee if necessary, including but not limited to cases of misuse or suspected abuse.

● Refunds can only be issued to the original payment method used at the time of purchase.

Return Process:

● Contact our customer service team at info@trylumin.co to request a return.

● Clearly state the reason for your return when submitting your request. Please note that once a reason is provided, it cannot be changed.

● Once approved, you will receive detailed instructions on how to proceed with your return.

● Pack the products securely in their original packaging.

● Ship the package to the address provided by our customer service team. Customers are responsible for return shipping costs.

● Returned items will be inspected. Any item that is opened, damaged, or improperly returned will be rejected and disqualified from a refund.

Damaged or Incorrect Items

If your order arrives damaged or incorrect, please contact us within 48 hours of delivery with photos of the issue. We will replace the item or issue a refund depending on the situation.

Refund Timeline

Once your return is delivered to our warehouse:

● Please allow up to 10 business days for inspection and processing.

● After approval, funds typically return to your account within 3–5 business days, depending on your bank or payment provider.

Final Note

Our goal is to make your experience as smooth as possible. We are here to support you throughout your hair restoration journey - if you have any questions, feel free to reach out to our team anytime.

Note:

For promotional bundles such as Buy 1 Get 1 Free (1+1) or Buy 2 Get 2 Free (2+2), refund eligibility is based on the number of bottles purchased, not the free bottles included in the promotion.

● A 1+1 order is counted as 1 bottle purchased

● A 2+2 order is counted as 2 bottles purchased

*This ensures the refund calculation aligns with the percentage rules listed above.