Terms, policies, and your rights.

What the warranty covers

The Lumé LED Face Mask is covered against manufacturing defects and component failures under normal use for 18 months from the date of purchase. This includes LED component failure, battery or charging faults, and controller unit failure that arise from normal use of the device.

What the warranty does not cover

• Physical damage caused by dropping, crushing, or misuse of the device
• Damage caused by use outside the instructions provided with the mask
• Damage caused by unauthorised modification or repair
• Normal wear and tear on components such as straps and cables
• Damage caused by exposure to liquids beyond normal skin contact during use

How to make a warranty claim

Contact us at chris@lumewellness.co.uk with your order number, a description of the issue, and where possible a photo or short video showing the fault. We will assess your claim and respond within 3 business days.

We will not ask you to prove the fault is a manufacturing defect by sending the device away at your own expense. If a fault presents within the warranty period and is consistent with a manufacturing issue, we will take it in good faith.

Remedy

At our discretion, we will offer repair, replacement with an equivalent unit, or a full refund. We will always aim to resolve warranty claims as quickly as possible. Most claims are resolved within 5 to 10 business days of us receiving the faulty device.

Your statutory rights

Under the Consumer Contracts Regulations 2013, you have a minimum of 14 days from delivery to cancel your order and return the goods. Our 30-day policy extends beyond this statutory minimum. Your statutory rights are not affected by anything in this policy.

Eligibility for return

To be eligible for a return within 30 days, the mask should be unused or only lightly used (reasonable trial use to assess the product). Returns of heavily used devices will be assessed individually. If you are unsure whether your device would qualify, contact us before sending it back and we will be honest with you.

How to return

1. Email chris@lumewellness.co.uk with your order number and reason for return
2. We will confirm your return is authorised and provide a return address
3. Package the device securely and send it back using a tracked service
4. Once received and inspected, we will process your refund within 5 business days

Return shipping costs

If you are returning because the product is faulty or not as described, we will cover return shipping costs. If you are returning because you have changed your mind, return shipping costs are the responsibility of the customer. We recommend using a tracked service as we cannot process refunds for items lost in return transit.

Refunds

Approved refunds are processed to your original payment method within 5 business days of us receiving and inspecting the returned device. Your bank may take an additional 3 to 5 business days to show the refund in your account.

UK delivery

All UK orders are dispatched with free tracked delivery. Standard delivery typically takes 3 to 5 business days from dispatch. You will receive a tracking number by email once your order has been dispatched.

Order processing

Orders placed before 2pm on a business day are typically processed and dispatched the same or next business day. Orders placed after 2pm, at weekends, or on public holidays are processed the next business day.

International delivery

At launch, Lumé ships within the UK only. International delivery is being considered for a future phase. If you are outside the UK and interested in ordering, contact us and we will let you know when international shipping becomes available.

Delivery issues

If your order has not arrived within 7 business days of dispatch, please contact us with your order number and tracking information. We will investigate with the carrier and ensure your order reaches you or arrange a replacement if it has been lost in transit.

Who we are

Lumé is a UK-based consumer health and personal care brand. Our products are sold via our Shopify store at lumewellness.co.uk. All orders are fulfilled by Lumé directly.

Your contract with us

When you place an order with Lumé, you are making an offer to purchase the specified product at the listed price. Your order is accepted and a contract formed when we send you an order confirmation email. We reserve the right to decline orders in exceptional circumstances.

Product descriptions

We make every effort to ensure product descriptions, specifications, and images are accurate. Lumé is a cosmetic device. All claims on our website describe the cosmetic appearance of skin. They do not constitute medical claims or guarantees of specific outcomes. Results vary between individuals.

Pricing

All prices shown on our website are in pounds sterling and include VAT where applicable. We reserve the right to change prices at any time. The price you pay is the price confirmed at checkout.

Consumer rights

Your statutory rights as a UK consumer are fully protected. These terms do not affect your rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013. If any provision of these terms conflicts with your statutory rights, your statutory rights take precedence.

Limitation of liability

Lumé's liability in connection with any product purchase is limited to the purchase price of that product. We are not liable for indirect or consequential losses. Nothing in these terms limits our liability for death or personal injury caused by negligence, or for fraud or fraudulent misrepresentation.

Governing law

These terms are governed by the law of England and Wales. Any disputes will be subject to the jurisdiction of the courts of England and Wales.

Changes to these terms

We may update these terms from time to time. The current version will always be available on this page. Changes do not affect orders already placed prior to the update date.

Who controls your data

Lumé is the data controller for personal data collected via lumewellness.co.uk. Our store is powered by Shopify, which processes data on our behalf as a data processor under a Data Processing Agreement.

What data we collect

• Name and delivery address to fulfil and deliver your order
• Email address to send order confirmations, shipping updates, and customer service communications
• Payment information, which is processed and stored securely by Shopify Payments and is never directly accessible to us
• Device and browsing data collected automatically by Shopify for analytics and security purposes
• Email address if you sign up for our newsletter, with your explicit consent

How we use your data

• To process and fulfil your order
• To send you order and shipping updates
• To respond to customer service enquiries
• To send marketing communications if you have opted in
• To comply with legal obligations

Who we share your data with

We share your data only where necessary to fulfil your order. This includes our delivery carrier (to arrange delivery of your order) and Shopify (who host and operate our store). We do not sell, rent, or trade your personal data with third parties for marketing purposes.

How long we keep your data

We retain order and customer data for 7 years in accordance with UK tax and accounting requirements. Marketing email data is retained until you unsubscribe. You can request deletion of your data at any time, subject to our legal retention obligations.

Your rights

Under UK GDPR you have the right to access, correct, delete, restrict processing of, and port your personal data. You also have the right to object to processing and to withdraw consent where processing is based on consent. To exercise any of these rights, contact us at the address below. We will respond within 30 days.

Cookies

Our store uses cookies for essential site functionality, analytics, and personalisation. You can manage cookie preferences via your browser settings. Some cookies are necessary for the store to function and cannot be disabled.

Changes to this notice

We may update this Privacy Notice from time to time. The current version will always be available on this page. Material changes will be communicated by email to customers who have an account or have made a purchase.