We do not accept product returns. Instead we offer a 60-day money-back guarantee: there is nothing to post back to us, and nothing to pay to send it.
The 60-day money-back guarantee
Copper peptides work gradually, so we ask you to use the serum twice daily for the full 60 days before judging it. If you have done that and you are not happy with your result, email us and we will refund the price you paid for the product.
1. Email SUPPORT@LumaNYC.shop with your order number, within 30 days of finishing your 60 days of use.
2. Tell us briefly how you used it, morning and night, and for how long. We are not testing you; it genuinely helps us improve the formula and our guidance.
3. We confirm your refund by email. Do not post anything back. Keep the bottle or dispose of it responsibly.
Refunds are issued to the original payment method within 5-10 business days of approval. Your bank may take a few days longer to display it. Shipping is free on every order, so there is no delivery charge to refund.
Conditions
The guarantee covers one refunded order per customer and per household. It applies to products bought directly from LUMA NYC at luma-nyc.com; we cannot refund purchases made through anyone else. Claims made more than 30 days after the 60-day period ends fall outside the guarantee. On multi-bottle orders the guarantee covers the order as a whole, once the 60 days of use are complete.
Damaged, faulty or incorrect items
If your order arrives damaged, faulty or wrong, email us within 30 days of delivery with a photograph and we will replace it or refund it in full. This is separate from the guarantee above and does not use it up. You do not need to return the item.
Cancelling an order
Orders can be cancelled for a full refund at any time before they are dispatched. Email us as soon as possible and we will stop it if we can. Once an order has shipped it cannot be cancelled, and the guarantee above applies instead.
Delivery times
Orders are shipped from our supplier and most arrive within 5-15 days. If your order has not arrived within 30 days of your confirmation email, contact us and we will replace it or refund it in full.
Subscriptions
Subscriptions can be cancelled at any time from your account or by email, with no fee and no minimum term. Cancelling stops all future charges. Any order already shipped is covered by the guarantee above.
If you are in the EU or the UK
You have a statutory right to withdraw from your purchase within 14 days of receiving it, for any reason, without giving one. This legal right applies in addition to our guarantee and is not replaced by it. To withdraw, email us; you do not need to use any particular form of words. Where you exercise this statutory right rather than our guarantee, we may ask you to return the goods, and we will tell you how; for unopened items we will cover the return postage.
Contact
Email SUPPORT@LumaNYC.shop. We answer every message, usually within one business day. If something has gone wrong with your order, please contact us before opening a dispute with your bank. We would far rather fix it directly, and we almost always can.