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Refunds & Returns Policy
Effective for purchases made via Lumilia-Agent.co.za
At Lumilia-Agent, we are an independent authorised reseller of Lumilia Skin Co. products. We take great care to ensure you receive high-quality items, and we stand by the 12-month product warranty offered on all Lumilia Lux™ handsets. However, due to the personal nature of the product and hygiene considerations, we do not offer refunds or accept returns unless the item is proven defective.
🛠️ 12-Month Product Warranty – Replacements Only
All Lumilia Lux™ handsets sold by Lumilia-Agent include a 12-month manufacturer warranty for functional defects.
If your handset is faulty, you may request a replacement (not a refund) within the warranty period. Lumilia-Agent will cover all courier costs for approved warranty replacements within South Africa.
To request a replacement:
- Take a clear video showing the issue.
- Email us at info@lumilia-agent.co.za with a short description and your video attached.
- Once approved, send the product back with all original packaging and contents.
- We’ll dispatch your replacement as soon as the return has been received and inspected.
⏱ Returns are processed within 5 business days of receipt. Replacements are sent via courier (South Africa: estimated 2-5 business days).
📦 Returns Conditions
- You have 12 months from the date of order to request a warranty replacement.
- Due to health and hygiene reasons, we cannot accept returns on non-faulty items.
- We do not accept returns for change of mind.
- If you ordered the wrong colour and the item is still sealed in its original packaging, you may request an exchange, but all shipping costs for the return and resending will be at your own expense.
📫 Return Shipping
- If returning a product, you are responsible for return shipping costs unless it is a confirmed warranty defect.
- Shipping costs are non-refundable.
- We recommend using a traceable courier service, as we cannot guarantee that we will receive returned items.
❌ Order Cancellations
We do not accept cancellations for change of mind. However, all policies follow the applicable South African consumer laws, and your statutory rights are not affected.