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RETURNS

RETURNS POLICY

We hope that you are delighted with your order, but if for some reason you are not we have set out below a summary of your rights in the event that you wish to return a product. 
We offer a 100% refund on all products that are defective or damaged during shipping. All devices are tested in the UK before shipping. Just let us know within 48 hours of receiving the items if your device is not working and we will provide a return address and issue a free replacement.


HOW DO I RETURN AN ITEM?

Not Happy with your Order?
If you are not happy with your purchase and wish to return an item, please contact us within 30 days from receiving your order. As we offer free international shipping upon purchase, please note that all return orders within 30 days are subject to a full refund less shipping ($35). Additional details are as follows:

Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send further instructions if the return is approved. 

Only items purchased directly from La-LumiereRouge.com will be accepted. For products purchased from authorized retailers, please get in touch with them directly for returns.

Returned items must be in original packaging, including any accessories, manuals, and documentation. 

If changing your mind, you must let us know within 24 hours of receiving your device to arrange for return. All returned items must be unused, in the same condition that we sent it to you, and in their original packaging. Stains, folded cards, broken seals/ plastic foiling broken will not be accepted. If the condition of the product shipped back to us is not in acceptable condition we reserve the right to not refund or exchange. Products that have been personalised cannot be refunded or exchanged. A shipping cost of $35 will be deducted from any refund requests not as a result of defective items or no results experienced.


Not Seeing Results?
We provide a 30 day period to request a refund if you do not see any changes to your skin, however we must ensure that you have used the product consistently. Therefore, if a refund request ticket is opened, you must provide
un-doctored before and after images to demonstrate that there has been no change to the skin. 

Non-Returnable Items
Non-returnable items include items purchased through retailers, incorrect products purchased, and damaged products through customer mishandling.

Returns made without receipt may be refused. La-LumiereRouge.com reserves the right to deny any return.


La Lumiere Rouge will refund the purchase price or offer a replacement if sending an item back to us if it’s defective, damaged or incorrect. Because we offer free international shipping, a shipping cost of $35 will be deducted from any refund requests not as a result of defective items or no results experienced. Please note that we don’t include return labels with orders and return shipping will be your responsibility. When you contact customer care they provide you with the returns address.

You will need to obtain a proof of postage receipt when you send your item to us. Proof of postage does not cost anything but without it we may not be able to process your refund or replacement in the rare event that your item is lost in transit. Please note that we cannot be held liable for lost or damaged shipments that are returned to us. 

Returns postmarked before the end of the 30-day return period—and received opened or used—will be subject to a restocking fee. To avoid this fee, your order must be returned unopened and within the original sealed packaging.

Returns that exceed the 30 days period cannot be accepted.

Please note a free replacement cannot be created for an item which was returned and/or replaced once earlier. If a replacement has been provided once already, a full refund will not be issued.

A 15% restocking fee will be deducted from the refund for all orders that are refused at the carrier level and returned to us.

 

WHAT IF THE ITEM(S) I RECEIVED ARE DEFECTIVE/INCORRECT/DAMAGED?

Did you receive a faulty unit, or the wrong product? Simply not satisfied with your order?

Please contact our Customer Support team (Contact Us Page) or email us on customerservice@la-lumiererouge.com to start the return process. Please include the following information:

    • Order number

    • Proof of purchase

    • Video or photo of the faulty product (if applicable)

    • Complete delivery address

    • Contact telephone number

 

We request a short video or photo of the defective product for evidence in order to refund or replace the product, as a fast-track returns process. Alternatively we can provide a return shipping address when you reach out to customerservice@la-lumiererouge.com. All videos and returned orders will be inspected and processed within 3-5 days of receipt. 

All devices are tested in the UK before shipping, if your device is damaged in transit or received not working, please reach out to us on customerservice@la-lumiererouge.com within 48 hours of receiving the items and we will issue a free replacement.

Shipping of a replacement beyond the 48 hour window will incur a small shipping fee of $35.

Replacement requests that exceed the 30 day period cannot be accepted.



HOW LONG IS THE RETURNS PROCESS?

Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed.

For returned items, a full refund will be credited for defective products. For non-defective items, refund excludes all shipping and handling fees.

 

WHEN WILL I RECEIVE MY REFUND?

All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 14 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.

If you haven't received a credit for your return yet, here's what to do:

Contact the bank/credit card company. It may take some time before the refund is posted to your account.



This does not affect your Statutory Rights.

If you require a refund we will refund the price paid by you for the goods (excluding the cost of delivery) within 14 days after the day on which we receive the Products back from you or, if earlier, the day on which you provide us with evidence that you have sent the Products back to us, provided that you have returned the goods to us within 28 working days of delivery to you or your notifying us of cancellation.

We will not provide a full refund if the goods show signs of unreasonable use. In such circumstances, we will notify you that a reduced refund amount will be available or you can choose to arrange for such goods to be returned to you within 28 days of our notification.

Your right to return goods does not apply to goods

  1. made to your specification or
  2. which have been clearly personalised (e.g. by being engraved) or
  3. which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly or
  4. where sealed goods have been supplied which are not suitable for return due to health protection or hygiene reasons, if they become unsealed after delivery.



HOW DO I CHANGE OR CANCEL MY ORDER?

Please contact us as soon as possible if you need to modify or cancel your order. Make sure to provide your order number and the modification you would like to make and we’ll confirm once the modification has been made. Please note that any orders that have already been packed and readied for shipping (including shipping label) or shipped cannot be modified or cancelled. Re-stocking fees may apply.

For the first 30 minutes after the order is placed, you are able to cancel your order by request to customerservice@la-lumiererouge.com. If the order has already entered the delivery process, this option isn't available. This includes the item being packed and readied with Shipping label generated. Your order will not be eligible for cancellation but may be eligible for return on receipt of your items. Please note that we don’t include return labels with orders and return shipping will be your responsibility. When you contact customer care they provide you with the returns address.

If your order has been shipped and you wish to cancel, please accept delivery of the parcel and follow the returns process. Shipping costs may be deducted from any refund requests which are not at the fault of defects attributed to the order. 

Refund requests on refusal of a parcel will not be accepted and a re-stocking fee will apply.


CAN'T FIND THE INFORMATION YOU ARE LOOKING FOR? Contact us on customerservice@la-lumiererouge.com