The Luma Promise
30-Day Luma Guarantee
We want you to feel confident trying Luma. If The Sculpting Neck Cream isn't right for you, eligible purchases may be returned within 30 days of delivery under our Luma Guarantee.
How the guarantee works
To begin a return, you must contact us at Lumaskinco@gmail.com within 30 days of the date your order is marked as delivered by the shipping carrier.
Once your return has been approved, the return package must be shipped back to us within 7 days of approval.
Return eligibility
Both opened and unopened products may be eligible for return. Opened products may be reasonably tried.
Products that are empty, substantially used, excessively damaged, or otherwise unable to be reasonably inspected are not eligible for return under the guarantee.
All returns must receive approval from Luma before being mailed. Returns sent without prior authorization may not be accepted.
Bundle & promotional returns
Products purchased as part of a bundle or promotional offer must be returned as the complete bundle.
- A 2-tube bundle requires both tubes to be returned.
- A Buy 2, Get 1 Free offer requires all 3 tubes to be returned.
Partial bundle returns are not eligible for the 30-Day Luma Guarantee.
Return shipping
Customers are responsible for all return shipping costs.
Returns must be shipped using a tracked shipping service. Please keep your tracking number until your refund has been completed.
Luma is not responsible for returned packages that are lost or cannot be verified as delivered.
Original shipping charges
Any shipping fees originally paid when placing your order are non-refundable.
If your order originally qualified for free shipping, no outbound shipping charge will be deducted from your refund.
15% restocking fee
Approved returns are subject to a 15% restocking fee, calculated based on the amount paid for the eligible returned products.
How your refund is calculated
Once your eligible return has been received and approved, your refund will equal the amount paid for the eligible returned products, less the 15% restocking fee and any original shipping charges paid.
Return shipping costs are also the responsibility of the customer and are not reimbursed.
Example: One-tube order
Refund processing
Once your return is marked as delivered to us, please allow 3–5 business days for the return to be inspected and your refund to be processed.
Approved refunds will be issued to the original payment method. Your bank or payment provider may require additional time before the funds appear in your account.
Damaged or incorrect orders
If your order arrives damaged, defective, or you receive an incorrect item, please contact us before returning anything so we can review the issue and provide the appropriate next steps.
How to start a return
- Email Lumaskinco@gmail.com within 30 days of the carrier-confirmed delivery date.
- Include your order number and reason for the return.
- Wait for approval and return instructions from Luma.
- Ship the approved return within 7 days using a tracked shipping service.
- Keep your tracking information until your refund has been completed.
Returns mailed without prior approval may not be accepted.
Need Help?
We're here to help.
Questions about the Luma Guarantee or your order? Reach out to our support team before sending your return.
Contact Luma