Refund policy

Last updated: November 29, 2025

Thank you for choosing Lumaglow®. This Refund & Return Policy explains how returns, refunds, and exchanges are handled for purchases made through our online store.

Vecaura Inc., operating as Lumaglow® ("Lumaglow®", "we", "us", or "our"), reserves the right to update this policy from time to time. Any changes will apply to purchases made after the updated policy is posted.

Nothing in this policy limits any rights you may have under applicable consumer protection laws in your province, state, or country of residence.

1. 30-Day Return Window

We have a 30-day return policy, which means you have 30 days from the date you receive your order to request a return for any eligible product(s) in that order.

To be eligible for a return:

  • The product must be in the same condition that you received it.
  • For ingestible supplements and personal care products, the product(s) must be unopened, unused, and in their original packaging with the seal(s) intact, unless the product is defective or damaged on arrival.
  • You must have a receipt or proof of purchase (your order confirmation email is sufficient).

If more than 30 days have passed since delivery, we are generally unable to offer a refund or exchange for any product(s), except where required by applicable law.

2. How to Start a Return

To start a return for one or more products in your order, please contact us at:

Email: contact@thelumaglow.com

Include in your email:

  • Your full name
  • Order number
  • The specific product(s) you wish to return
  • The reason for the return
  • Photos of the product(s) and packaging, if the product is damaged, defective, or incorrect

If your return is approved, we will:

  • Provide you with a return authorization,
  • Send you the return shipping instructions, and
  • Provide the return shipping address (we do not publish the return address publicly for security and privacy reasons).

Important:
Product(s) sent back to us without first requesting a return and receiving approval may not be accepted and may not be eligible for a refund.

For any questions about returns at any time, you can contact us at contact@thelumaglow.com.

3. Return Shipping Costs

Unless otherwise required by law:

  • If the return is due to a defective product, an error on our part, or damage during shipping, we will generally cover or reimburse reasonable return shipping costs for the affected product(s), or provide a prepaid return label where available.
  • If you are returning a product for any other reason (e.g., change of mind), you will typically be responsible for the cost of return shipping, and original shipping charges (if any) are non-refundable.

Any deviations from this will be clearly communicated in writing at the time your return is approved.

4. Damages, Defective, or Incorrect Products

Please inspect your order upon receipt and contact us as soon as possible if:

  • Any product is defective,
  • Any product is damaged, or
  • You received the wrong product(s).

Email us at contact@thelumaglow.com with:

  • Your order number,
  • A description of the issue, and
  • Clear photos of the product(s) and packaging.

We will evaluate the issue and work with you to make it right, which may include a replacement, exchange, or refund for the affected product(s), depending on the circumstances and product availability.

5. Non-Returnable Products

Due to the nature of our products and for health, safety, and hygiene reasons, certain products cannot be returned, including:

  • Opened or partially used ingestible supplements or personal care products, unless they are defective or damaged upon arrival.
  • Products not in their original packaging or not in resalable condition (except where required by applicable law).
  • Perishable or temperature-sensitive products where applicable.
  • Gift cards.
  • Final sale or clearance products, where indicated at the time of purchase.

If you are unsure whether a specific product in your order is eligible for return, please contact us at contact@thelumaglow.com before sending anything back.

6. Exchanges

We do not offer direct "swap" exchanges through the system. The fastest way to ensure you get what you want is to:

  1. Request and complete a return for your original product(s), and
  2. Once your return is accepted, place a new order for the product(s) you'd like instead.

In cases of defective, damaged, or incorrect products, we may offer to replace the affected product(s) directly, subject to availability and at our discretion.

7. European Union 14-Day Cooling-Off Period

If your order is being shipped into the European Union, and you are an EU consumer, you have the right under EU law to cancel or return your order within 14 days, for any reason and without justification, in addition to any rights under this policy.

To exercise this right:

  • You must notify us within 14 days of receiving the product(s).
  • As above, your product(s) must be in the same condition that you received them: unworn or unused, with seals and packaging intact, and you must have the receipt or proof of purchase.

We will provide details on where and how to return your product(s) once you contact us at contact@thelumaglow.com.

Exemptions under EU law may apply to opened or unsealed health and hygiene-related products, such as ingestible supplements, which may not be suitable for return once unsealed.

8. Refunds

Once we receive and inspect your returned product(s), we will let you know:

  • Whether your refund has been approved or declined, and
  • The amount that will be refunded, if approved.

If approved, a refund will be processed to your original method of payment. We aim to process approved refunds within 10 business days of receiving and inspecting the returned product(s).

Please note:

  • Your bank or credit card company may require additional time to post the refund to your account.
  • Original shipping charges (if any) are typically non-refundable, unless the return is due to a defective or incorrect product or otherwise required by applicable law.

If more than 15 business days have passed since we approved your refund and you have not received it, please contact us at:

Email: contact@thelumaglow.com

9. Questions

If you have any questions about this Refund & Return Policy, your eligibility for a refund, or how to start a return for one or more products in your order, please contact us at:

Email: contact@thelumaglow.com

We're here to help and want you to feel confident and supported in your Lumaglow® experience.