At Luminous Beauty Care, we are committed to providing an exceptional experience and superior-quality, medical-grade skincare. To ensure clarity and transparency, our returns and refunds process is outlined below.

We kindly ask that you carefully review your shipping address at checkout. Luminous Beauty Care is not responsible for packages delivered to an incorrect or incomplete address provided by the customer. This includes, but is not limited to, missing unit numbers, incorrect street details, buzzer codes, or other delivery instructions.

Once your order is processed, shipping addresses cannot be changed.

If an order is returned due to an undeliverable address, original shipping fees are non-refundable and not eligible for store credit. Customers are responsible for all additional shipping costs to resend the order. Packages that are abandoned, refused, unclaimed, or deemed undeliverable due to customer error will not be replaced, refunded, or exchanged, and no store credit will be issued. Refunds for returned orders will be processed only after the items are received and inspected, in accordance with our standard return policy.

Returns

We offer a 14-day return window from the date your order is delivered to request a return. To be eligible for a return, all items must be unused and unopened, in original sealed packaging, in original resalable condition, and accompanied by valid proof of purchase. For hygiene and safety reasons, opened or used skincare and beauty products are not eligible for return or refund. Shipping charges are non-refundable and not eligible for store credit. We reserve the right to refuse returns that show signs of use, tampering, missing components, or that are not in original resalable condition. 

Return Address:

Luminous Beauty Care

3551 Saint Charles Boulevard, Suite 602

Kirkland, Quebec, H9H 4S3, Canada

Return Request Procedure

To initiate a return, please email our Client Care team at info@luminousbeautycare.com and include your full name, purchase date, order number, the product(s) you wish to return, and the reason for return. Upon receipt of your request, we will respond within five (5) business days with return authorization and instructions. All returns must be approved prior to shipment. Clients are responsible for return shipping and applicable return shipping fees unless the return is due to our error. We recommend using a traceable courier service and carefully repackaging items to ensure they arrive in pristine condition. Luminous Beauty Care is not responsible for lost, delayed, or damaged return shipments. Refunds will only be issued for items successfully received and inspected in original, unused condition.

Damaged, defective, or incorrect items: 

We kindly ask that you inspect your order upon delivery. If your order arrives damaged, defective, incorrect, or incomplete, please notify us within 24 hours of delivery by emailing info@luminousbeautycare.com and providing your full name, purchase date, order number, product name(s), and clear photographs of the product and original packaging. All damaged or defective items must be reported within this timeframe. We are unable to offer refunds or replacements for claims submitted outside of 24 hours of delivery. Claims submitted without required photographs, outside the stated timeframe, or after product use may be declined. Once reviewed and approved, we will promptly arrange a replacement or refund, as appropriate. In certain cases, we may request that the item be returned as part of our verification process.

Allergic reactions and sensitivities: 

We understand that individual skin responses may vary, and that certain products may not be suitable for every skin type. If you experience an allergic or adverse reaction, please contact us within 48 hours of first use and include your full name, purchase date, order number, product name, a description of the reaction, and clear photographs of the reaction and the product, including the batch or lot number if available. Luminous Beauty Care will refund or credit the individual product that caused the allergic reaction, subject to verification. We reserve the right to request a doctor’s letter and or additional medical documentation, as well as photographs, to confirm that the reaction was caused by one of our products. Claims submitted outside of the 48 hour reporting window may not be eligible for refund or credit. We reserve the right to limit or refuse claims where documentation is incomplete, inconsistent, or where repeated claims suggest misuse or abuse of this policy.

Clearance and Sale Items

All sale and clearance items are final sale and are not eligible for return, refund, or exchange. Clearance items may include products with cosmetic packaging imperfections or approaching expiration dates, which will be disclosed when applicable.

Non-Returnable Items

Opened or used products, sale or clearance items, gift cards, and promotional or complimentary items are not eligible for return.

Exchanges

At this time, we do not offer direct exchanges. To receive a different item, please return your eligible product and place a new order at your convenience.

Refund Processing

Once your return is received, inspected, and approved, refunds will be issued to the original form of payment within 10 business days. Refunds may be denied or reduced if items are returned used, opened, damaged, incomplete, or not in original condition. Financial institutions may require additional time to post funds.

Product Use and Medical Guidance

All product information, ingredients, opinions, and usage instructions on our site are provided by the manufacturer and or distributor. If you have concerns regarding specific ingredients or product safety, we recommend consulting your healthcare professional prior to use or contacting us for additional information. Individual results may vary, and Luminous Beauty Care does not guarantee specific outcomes from product use.

For questions or assistance, our Client Care team is available at info@luminousbeautycare.com. We are dedicated to ensuring a refined and seamless experience with every purchase.