Refund policy

Return and Refund Policy

Last updated: August 20, 2026

Where we stand

Every LUMÉRA product is made and packed after you order it, and it is colour that goes on the mouth and the skin. Once it has left us we cannot resell it, and no honest business pretends otherwise. That shapes everything below.

Change of mind

We do not accept returns or exchanges on a shade or a finish that simply was not for you. Because each order is produced individually to your selection, it is not stock we can put back on a shelf.

What we do instead is give you everything you need to choose right the first time. Every shade on this site is photographed on real lips rather than drawn as a graphic, the description says plainly how each finish behaves and what it costs you in comfort or wear, and the ingredient list is published on the product page. If you are unsure between two shades, email us before you order and we will tell you honestly which one we would pick.

If we got it wrong

If your order arrives damaged, faulty, incomplete, or is simply not what you ordered, that is our mistake and not something you should pay for. Email us within 30 days of delivery with your order number and a photo. We will send a replacement or refund you in full, shipping included, and you do not need to return anything.

The same applies if the product itself is defective: a broken bullet, a leaking tube, a formula that has clearly turned.

Cancelling or changing an order

There is a short window before production starts. Email us within 24 hours of ordering and we will change or cancel it and refund you in full. After that it is usually already being made.

How refunds are issued

Approved refunds go back to the original payment method within five to ten business days of us approving the claim. Your bank may take a few days longer to show it.

Your rights

Nothing in this policy limits any right you have under United States federal law or under the consumer protection law of your state. If your state gives you more than we offer here, you get more. This policy covers change of mind on a made-to-order cosmetic; it does not and cannot limit your rights where a product is faulty, misdescribed, or not what you ordered.

Contact

Email hello@lumeralips.com with your order number. A real person reads every message and we reply within one to two business days.