Refund policy
Return & Refund Policy
We offer a 30-day return policy. You have 30 days from the date of delivery to request a return.
To be eligible for a return, your item must:
• Be unused and unopened
• Be in the same condition that you received it
• Be in its original packaging
• Include proof of purchase
To start a return, contact us at:
luminouscareco@gmail.com
Returns must be sent to:
Luminous Care
20555 Devonshire St #450
Chatsworth, CA 91311
United States
Items returned without prior authorization will not be accepted.
Change of Mind / Unwanted Items
We understand that sometimes you may change your mind.
If your item is not damaged, defective, or incorrect:
• The customer is responsible for purchasing their own return shipping label.
• Returns must be sent using a trackable shipping method.
• Luminous Care is not responsible for lost, delayed, or undelivered return shipments.
• A 20% restocking fee will be deducted from the refund to cover inspection, handling, payment processing fees, and restocking costs.
• Items must meet all eligibility requirements listed above.
Original shipping charges are non-refundable.
Damaged, Defective, or Incorrect Items
Please inspect your order upon arrival.
If your item is defective, damaged, or incorrect:
• Contact us immediately at luminouscareco@gmail.com
• Provide clear photos of the issue
If approved, we will provide return instructions and cover return shipping costs when the issue is due to our error.
Non-Returnable Items
For hygiene and safety reasons, we do not accept returns on:
• Opened or used skincare products
• Opened oral care or hygiene products
• Personal care items that have been unsealed
• Perishable goods
• Custom or personalized products
• Hazardous materials
• Sale items
• Gift cards
If you are unsure whether your item qualifies, please contact us before initiating a return.
Exchanges
To receive a different item, please:
• Return the original eligible product.
• Place a new order after return approval.
This ensures the fastest service.
Refund Process
Once your return is received and inspected, we will notify you of approval status.
If approved:
• Refunds are issued to the original payment method within 10 business days.
• Processing time may vary depending on your bank or card provider.
If more than 15 business days have passed since approval, contact us at luminouscareco@gmail.com.
Refunds are processed only after returned items are received and inspected.
Lost, Damaged, or Undelivered Packages
Incorrect Address
Customers are responsible for providing accurate shipping information. Orders shipped to incorrectly provided addresses are not eligible for refund.
Marked as Delivered
If tracking shows “Delivered,” we cannot issue a refund. Carrier delivery confirmation serves as proof of delivery.
Lost in Transit
If a package is lost before delivery, we will open an investigation with the carrier. Investigations may take 1–2 weeks. Resolution depends on carrier findings.
Damaged During Transit
Photographic evidence is required. A carrier investigation may take 1–2 weeks before resolution.