Refund policy

Thank you for shopping at Luméa.

We hope you love your new beauty products. However, if something isn’t right, we’re here to help — within the limits of hygiene and consumer protection standards.

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1. Your Right to Cancel (Cooling-Off Period)

As a consumer, you have the right to cancel your purchase within 14 days from the date you receive your order, without giving a reason — in accordance with the Consumer Affairs Act (Cap. 378, Laws of Malta) and EU Directive 2011/83/EU.

However, this right does not apply to certain products for hygiene and health protection reasons once they have been opened or unsealed.

This means that we can only accept returns for unopened, unused, and sealed products as long as the packaging is still intact. 

To exercise your right to cancel, please contact us before the 14-day period expires:

Contact details:
📧 Email:  lumeabyroberta@hotmail.com
📞 Phone: +356 99861379/ +356 79394539
📍 Address: 26, G. M Azzopardi, Iklin

You can notify us by email.

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2. Return Eligibility

To be eligible for a return:

• The item must be unused, unopened, and in its original sealed packaging.

• You must include the original order number or proof of purchase.

We cannot accept returns for:

• Opened, tested, or used cosmetics, skincare, or beauty products

• Items where hygiene seals or packaging have been broken

• Gift cards or downloadable digital items

• Clearance or sale items (unless faulty)

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3. How to Return an Item

Please contact us first to arrange your return.
Once approved, you may bring the item(s) to:

Return Address:
26, G.M Azzopardi, Iklin. 

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4. Damaged or Faulty Items

If you receive a damaged, defective, or incorrect item, please contact us within 24 hours of delivery with:

• Your order number

• A description of the issue

• Photos showing the defect or damage

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5. Refund Process

Once your returned item is received and inspected:

• We’ll email you to confirm receipt and the status of your refund.

• Approved refunds will be processed within 14 days using the original payment method.

We may withhold the refund until we receive the goods back or proof of return shipment.

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6. Contact Us

If you have questions about returns, refunds, or your order, please contact us:

📧 Email: lumeabyroberta@hotmail.com
📞 Phone: +356 99861379/ +356 79394539
📍 Address: 26, G.M Azzopardi street Iklin

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7. Summary