Refund policy
Legal Entity & Payment Processing
Lumedly operates under two legal entities depending on the payment method used:
- NORVELLA LTD – responsible for orders processed via Shopify Payments (credit/debit cards and local payment methods)
- Bytevia LIMITED – responsible for orders processed via PayPal
The applicable legal entity will be shown on your order confirmation and payment receipt.
Lumedly has a 30-day return policy, which means you have 30 days from the date you receive your item to request a return.
To be eligible for a return, your item must be in the same condition as when you received it: completely unused, unopened, unworn, with all seals, labels, and original packaging intact. You also need the receipt or proof of purchase. Please note that returns and refunds are strictly refused if the item has been opened, used, or shows signs of tampering.
To start a return, you can contact us at support@lumedly.com
If your return is accepted, we will send you a return label and instructions on how and where to send the package. Items sent back without a prior return request will not be accepted. Customers are responsible for return shipping costs unless the item is defective, damaged, or incorrect.
You can always contact us with questions about returns at support@lumedly.com
Damages and Issues
Check your order upon receipt and contact us immediately if the item is defective, damaged, or incorrectly delivered so that we can assess and resolve the issue. In such cases, we must be notified within 48 hours of delivery.
Exceptions / Non-Returnable Items
Certain types of items cannot be returned under any circumstances. This includes products that have been opened, used, or tampered with, as well as cosmetics, skincare, makeup and beauty products, consumables, supplements, perishable goods (such as food, flowers, or plants), personal care and hygiene products, hazardous materials, flammable liquids, gases, custom products (such as special orders or personalized items), and gift cards. Contact us if you have questions or concerns about a specific item.
Address Accuracy & Delivery Responsibility
Customers are responsible for providing complete and accurate shipping information when placing an order. Please ensure that your shipping address, contact details, and any delivery instructions are correct before completing your purchase.
We are not responsible for packages that are lost, delayed, or delivered to an incorrect address due to incorrect or incomplete information provided by the customer. Orders returned to us because of an incorrect address may be subject to additional shipping charges for reshipment.
If a package is marked as delivered by the carrier but cannot be located due to address errors or delivery issues outside of our control, we cannot guarantee replacement or refunds.
Exchanges
The fastest way to get what you want is to return the item you have and, once the return is accepted, place a separate order for the new item.
European Union: 14-Day Withdrawal
Notwithstanding the above, if goods are shipped to the European Union, you have the right to cancel or return your order within 14 days, for any reason and without giving a reason. As mentioned above, your item must be in the same condition as when you received it: unopened, unused, with labels, and in the original packaging. Opened or hygiene-sensitive products such as cosmetics, consumables, or personal care items remain strictly non-returnable, even under this policy.
Refunds
We will notify you once we have received and inspected your return and let you know whether the refund has been approved or not.
If the refund is approved, the amount will be automatically returned to your original payment method within 10 business days:
- Payments made via Shopify Payments will be refunded by NORVELLA LTD
- Payments made via PayPal will be refunded by Bytevia LIMITED
Please note that it may take additional time for your bank or payment provider to process and post the refund.
If more than 15 business days have passed since we approved your return, please contact us at support@lumedly.com
Contact Information
Lumedly
Email: support@lumedly.com
Primary Company (Shopify Payments):
NORVELLA LTD
167–169 Great Portland Street, 5th Floor
London, W1W 5PF
United Kingdom
Company Number: 17028563
PayPal Processing Entity:
Bytevia LIMITED
Office 3906, The Center
99 Queens Road, Hong Kong
Company Number: 79513828