Refund policy
Return and refund policy
30 days to try it
You have 30 calendar days from the day you receive your order to return it, even if you have tried the product. You do not need to give a reason.
To receive a full refund, the product must be complete (mask, remote control, cable and any other accessories), in good condition and, where possible, in its original packaging.
How to request a return
- Email us at support@lumiskinproshop.com with your order number. You can also use the model withdrawal form at the end of this page, although it is not mandatory.
- We will reply within 24 to 48 business hours with the return address in Spain and the shipping instructions.
- Send the parcel within 14 calendar days of telling us you want to return it. We recommend using a tracked service and keeping the receipt.
Return shipping costs
Return shipping is paid by the customer, unless the product is defective, arrives damaged or does not match what you ordered. In those cases, we cover the return shipping.
Refunds
We will refund the full amount paid, including the original shipping costs, within a maximum of 14 calendar days. We may wait until we have received the product, or until you send us proof of shipment, before issuing the refund.
The refund is made using the same payment method you used for the purchase, at no cost to you. Your bank or card issuer may take a few extra days to process it.
You may try the product as you would in a shop. If the product is returned incomplete or damaged by use beyond what is needed to try it, we may deduct the corresponding loss in value from the refund, and we will tell you before issuing it.
Defective or damaged products
Please check your order when you receive it. If it arrives damaged, is defective or you receive the wrong item, email us at support@lumiskinproshop.com with photos of the packaging and the product, and we will repair, replace or refund it at no cost to you.
All our products also come with the 3-year legal guarantee of conformity from delivery, under Spanish Royal Legislative Decree 1/2007.
Exchanges
If you would prefer a different colour or model, request a return of the item and place a new order for the one you want.
Right of withdrawal
This policy extends, and in no way limits, the 14-day right of withdrawal granted to you by European Union consumer law, or your legal guarantee rights.
Model withdrawal form
(Complete and return this form only if you wish to withdraw from the contract.)
To: David González Lomeña (Lumiskin PRO), Avenida Ana de Viya 54, 6º D, 11009 Cádiz, Spain. Email: support@lumiskinproshop.com
I hereby give notice that I withdraw from my contract of sale of the following goods: ______
Ordered on / received on: ______
Order number: ______
Name of consumer: ______
Address of consumer: ______
Signature of consumer (only if this form is submitted on paper): ______
Date: ______
Contact
For any questions about returns, email us at support@lumiskinproshop.com.