Refund policy
Last Updated: August 03, 2026
At Aesthix Lume, your satisfaction matters to us. If something isn't right with your order, here's how we can help.
Order Cancellation
If you'd like to cancel your order, let us know as soon as possible. If it hasn't been processed or shipped yet, we'll cancel it and give you a full refund. Once an order has been shipped, it can no longer be cancelled.
Damaged or Defective Items
If your item arrives damaged or isn't working properly, please contact us within 30 days of delivery with a few clear photos or a short video showing the issue. Once we verify it, we'll offer you either:
- A replacement, or
- A full or partial refund
Wrong or Missing Items
Received the wrong item, or something's missing from your order? Just reach out to us within 30 days of delivery, and we'll sort it out with a replacement or a refund.
Order Not Received
If your order hasn't arrived within the estimated delivery time, please get in touch with our support team. If we confirm it's been lost in transit, we'll send you a replacement or issue a refund.
Returns
We accept returns only for damaged or incorrect items. Please contact us before sending anything back, as unapproved returns may not be accepted.
If your return is approved, please make sure:
- It's sent back within 30 days of delivery
- The item is in its original condition and packaging
Depending on the situation, return shipping costs may apply.
When Refunds Don't Apply
We're unable to offer refunds or replacements in these cases:
- You ordered the wrong item by mistake
- The shipping address provided was incorrect
- There's a minor variation in colour or appearance
- The item was used or damaged after delivery
Refund Processing
Once your refund is approved, it will be sent back to your original payment method. Please allow 2–4 business days for it to reflect in your account.
Contact Us
For any questions regarding returns or refunds, contact with us:
Email: support@aesthixlume.com