Return & Refund Policy

We have a 30-day return policy, which means you have 30 days after receiving your order to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused, unopened, with any original seals intact, and in its original packaging. You'll also need the receipt or proof of purchase.

To start a return, please contact us at hello@thelumierelab.com.

Returns must be sent to:

THE LUMIÈRE LAB
Lærkevej 13
2600 Glostrup
Denmark

If your return is accepted, we'll provide instructions on how and where to send your package. Unless otherwise agreed or required by law, customers are responsible for return shipping costs.

Items sent back without first contacting us may experience delays in processing.

You can always contact us with any return-related questions at hello@thelumierelab.com.

Uncollected Parcels & Failed Deliveries

Customers are responsible for collecting their parcels from the designated parcel shop or pickup point within the timeframe specified by the shipping carrier.

If a parcel is not collected within this period and is automatically returned to THE LUMIÈRE LAB, the customer is responsible for the additional shipping costs incurred.

Please note the following:

• Uncollected parcels: If a parcel is returned to us because it was not collected, we do not cover the return shipping costs charged by the carrier.

• Reshipping: If the customer wishes to have the order shipped again, they must cover the new shipping fee, as well as any applicable return shipping costs from the original delivery.

• Refunds: If an uncollected parcel is returned to us and the customer requests a refund, we reserve the right to deduct the actual, documented return shipping costs incurred from the refund, to the extent permitted by applicable consumer protection laws.

• Original shipping costs: Any deductions relating to the original delivery will be handled in accordance with applicable consumer protection laws.

Failure to collect a parcel does not automatically constitute a valid exercise of the statutory right of withdrawal. Customers wishing to cancel their orders should contact us directly at hello@thelumierelab.com.

We encourage all customers to follow their tracking information and collect their parcels promptly to avoid unnecessary additional costs.

Damages and Issues

Please inspect your order upon delivery and contact us immediately if your item is defective, damaged, or incorrect, so that we can evaluate the issue and make it right.

If an item arrives damaged or defective, we will handle the issue in accordance with applicable consumer protection laws.

Exceptions / Non-Returnable Items

Certain products cannot be returned once opened, particularly sealed goods that are unsuitable for return for health protection or hygiene reasons where the seal has been broken after delivery.

For food supplements, including Gut Reset and Clear Complexion, products must remain unopened and sealed to qualify for a return under our voluntary 30-day return policy.

This does not affect your statutory rights, including your right to make a complaint about defective or non-conforming products.

Gift cards are generally non-returnable under our voluntary return policy, without prejudice to applicable statutory cancellation rights.

Please contact us if you have any questions about the eligibility of your item.

Exchanges

The fastest way to ensure you receive the product you want is to return your existing item and, once the return has been accepted, place a separate order for the new product.

European Union 14-Day Right of Withdrawal

If you are a consumer purchasing online within the European Union, you generally have the legal right to withdraw from your purchase within 14 days of receiving your order, without providing a reason, subject to applicable legal exceptions.

To exercise this right, you must clearly notify us of your decision to withdraw within the 14-day period.

You must then return the products within 14 days of notifying us.

Customers are generally responsible for the direct cost of returning goods, unless otherwise agreed or required by law.

Where the statutory right of withdrawal applies, we will refund the payments required by law, including applicable standard outbound delivery charges. Refunds may be withheld until we receive the returned goods or you provide evidence of having sent them back, whichever occurs first.

Products must be handled with reasonable care. Any reduction in value caused by handling beyond what is necessary to establish their nature, characteristics, and functioning may result in a deduction where legally permitted.

Certain sealed products may be exempt from withdrawal once their seals have been broken for health protection or hygiene reasons, where the relevant legal conditions are met.

Our voluntary 30-day return policy does not limit your statutory consumer rights.

Refunds

We will notify you once we have received and inspected your return and confirm whether your refund has been approved.

If approved, the refund will be issued to your original payment method.

For returns under our voluntary 30-day policy, approved refunds are normally processed within 10 business days.

For statutory withdrawals, refunds will be handled within the deadlines required by applicable law.

Please note that your bank or payment provider may require additional time to process and display the refund.

Where an order has been returned due to non-collection, applicable and legally permissible return shipping charges may be deducted from the refund.

If more than 15 business days have passed since your refund was approved, please contact us at hello@thelumierelab.com.