Refund policy

Return, Refund & Exchange Policy — The Luma Beauty

At The Luma Beauty, we carefully check and pack orders before dispatch. Because makeup, skincare and beauty products are personal-use items, returns are accepted only under the conditions explained below.

⚠️ MANDATORY: Unboxing Video Required for ALL Claims

No unboxing video = no return, no refund, no replacement, no exchange.

Any claim for a wrong, missing, damaged or defective product will only be accepted if you recorded an unboxing video before opening the seal of the courier flyer (the outer delivery bag your parcel arrives in).

Your video must:

• Start with the flyer still sealed and unopened
• Clearly show the shipping label, your name and order number on the flyer
• Show all sides of the sealed flyer before opening
• Be one continuous recording, with no cuts, pauses or edits
• Show the flyer being opened and every product being taken out and checked

Claims will be rejected if:

• No unboxing video is provided
• The video starts after the flyer seal was already opened
• The video is cut, paused or edited
• The shipping label or order number is not visible

We strongly recommend recording an unboxing video for every order.

Eligible Return or Exchange Reasons

Provided a valid unboxing video is submitted as described above, a return, replacement or refund request may be accepted when:

• The customer receives the wrong product
• An ordered product is missing
• The product is damaged during delivery
• The product has a verified manufacturing defect
• The product received is materially different from the confirmed order

Customers must contact us within 48 hours of receiving the parcel.

How to Submit a Claim

Contact our customer-support team and provide:

• Customer name
• Order number or registered phone number
• Complete unboxing video recorded before opening the flyer seal (mandatory)
• Clear pictures of the product
• Pictures of the parcel and packaging
• A clear description of the issue

Do not send any product back without first receiving return approval and instructions from our team.

Product Condition

To qualify for an approved return, the product must generally be:

• Unused
• Unwashed or untested
• Unopened, where applicable
• In its original box and packaging
• Complete with all accessories, seals and free items

A damaged or defective product may be opened where opening it was reasonably necessary to discover the problem. This must be shown in the unboxing video.

Items That Cannot Be Returned

Returns or exchanges are not accepted for:

• Any claim without a valid unboxing video
• Change of mind
• Selecting the wrong product or shade
• Disliking a colour, texture or fragrance
• Products that have been opened or used
• Products damaged after delivery
• Products stored or used incorrectly
• Personal-care items with broken hygiene seals
• Free gifts
• Clearance or final-sale products, unless damaged, defective, missing or incorrect

For hygiene and safety reasons, opened cosmetics, lip products, eye products, skincare and other personal-use products cannot normally be resold.

Shade and Colour Differences

Product shades may appear slightly different because of lighting, photography, mobile screens and monitor settings.

A minor colour difference will not normally be treated as a damaged or incorrect product. However, receiving a completely different shade from the shade confirmed in the order may qualify for review, subject to the unboxing-video requirement.

Allergies and Product Suitability

Customers should review product descriptions, ingredients and usage instructions before purchasing or using a product.

Individual skin types and reactions may vary. A return or refund will not normally be provided because a product does not suit a customer's skin, colour preference or personal expectations, unless the product is defective, incorrectly described or otherwise covered by applicable law.

Return Shipping Charges

If The Luma Beauty confirms, through the unboxing video and claim review, that the customer received a damaged, defective, missing or incorrect product, we will arrange an appropriate solution and may cover reasonable return-delivery charges.

Where a return is approved for another reason, the customer may be responsible for the return-delivery cost.

Replacement, Store Credit or Refund

After reviewing the claim, we may offer:

• Replacement of the affected product
• Replacement with another product of equal value
• Store credit
• Partial refund
• Full refund

The solution will depend on the nature of the issue, product availability and the condition of the returned item.

Nothing in this policy limits any remedy that a customer is legally entitled to receive under applicable consumer law.

Refund Processing

Approved refunds are normally processed within 7–10 working days after the returned product has been received and inspected.

Cash-on-delivery refunds may be sent through bank transfer, Easypaisa, JazzCash or another agreed payment method. Cash refunds will not normally be delivered through the courier rider.

Banking or payment-service processing times may cause additional delays.

Original delivery charges are generally non-refundable unless the order was wrong, damaged, defective or incomplete because of an error by The Luma Beauty.

Order Cancellation

An order may be cancelled or changed before it is dispatched.

Once an order has been handed over to the courier, cancellation or modification may not be possible.

Return Address

Approved returns must be sent only to the address provided by our customer-support team.

Products sent without approval may not be accepted or processed.

Contact Us

For returns, replacements or refunds, contact:

The Luma Beauty
Website: www.thelumabeauty.store
WhatsApp: +923316314973
Email: thelumabeauty@gmail.com