Refund policy

Refund policy

Refund Policy

At Lumiskyn, your satisfaction is our priority. We want your shopping experience to be as pleasant as possible. That is why we have drawn up a clear and transparent refund policy that complies with French and European consumer law.

Lumiskyn guarantee: 90 days satisfied or refunded

In addition to your statutory right of withdrawal, we give you 90 days from receipt to try your underwear. If it does not suit you, write to us at support@lumiskyn.fr with your order number: we will offer you an exchange or a refund of the product, even if it has been worn. One request per item.

Free size exchange

The size doesn't fit? Contact us: we will send you the right size free of charge. To choose well from the start, measure your waist and refer to the size guide on the product page.

1. Right of withdrawal

In accordance with the legal provisions in force, you have a period of thirty (30) clear days from receipt of your order to exercise your right of withdrawal, without having to give any reason or pay any penalty. This extended period is proof of our commitment to your complete satisfaction.

2. Return conditions

For your return to be accepted and for you to receive a refund, products must be returned under the following conditions:

  • The product must be in its new and unused condition.
  • The product must be returned in its original packaging, complete and in perfect condition. This includes instructions, accessories and any other item supplied with the product.
  • The product must not have been damaged, soiled or altered.

Any product returned incomplete, worn out, damaged or soiled by the customer will not be refunded and will be sent back to you at your expense.

3. Return procedure

To start a return, please follow these steps:

  1. Contact our customer service: Send an e-mail to support@lumiskyn.fr stating your order number, the item or items you wish to return and the reason for the return.
  2. Receive the return instructions: Our customer service will give you all the information needed for the return, including the return address. It is essential to wait for these instructions before sending the product back.
  3. Prepare the parcel: Pack the item or items carefully in their original packaging, making sure they are well protected for transport.
  4. Shipping: Send the parcel back to the address given by our customer service. We recommend using a tracked service for your shipment, as Lumiskyn cannot be held responsible for the loss or damage of returned parcels sent without tracking.

4. Return costs

When exercising the right of withdrawal, the cost of returning the product or products is at your expense. We invite you to keep proof of shipment of your parcel.

5. Refund time

Once we have received and checked the returned item or items, the refund will be made within a maximum of fourteen (14) business days from the date on which we are informed of your decision to withdraw, or from the actual receipt of the products if there is a gap.

6. Refund method

The refund will be made using the same means of payment as the one you used for your order, unless you expressly agree to another refund method and provided that the refund does not incur additional fees for you. The accepted payment methods are: Bank card (Visa, Mastercard), PayPal, Apple Pay.

7. Products excluded from the right of withdrawal

In accordance with Article L. 221-28 of the French Consumer Code (Code de la consommation), the right of withdrawal cannot be exercised for certain types of goods and services, in particular:

  • Goods made to your specifications or clearly personalized.
  • Goods which have been unsealed by the consumer after delivery and which cannot be returned for hygiene or health protection reasons (except where the 90-day Lumiskyn guarantee described above applies).
  • Goods which, after delivery and by their nature, are inseparably mixed with other items.
  • Audio or video recordings or computer software when they have been unsealed by the consumer after delivery.
  • Newspapers, periodicals or magazines, except for subscription contracts.
  • Certain services fully performed before the end of the withdrawal period and whose performance began after your prior express agreement and your express waiver of your right of withdrawal.

If you have any doubts about the eligibility of a specific product, do not hesitate to contact our customer service.

8. Defective or non-conforming products

If you receive a product that is defective or does not match its description, we are sincerely sorry. In that case, the return costs will be at our expense. Please contact us immediately by e-mail at support@lumiskyn.fr attaching photos of the defect or non-conformity. We will do everything possible to resolve the problem as quickly as possible and offer you a suitable solution: exchange, repair or full refund.

9. Legal guarantee of conformity

Independently of any commercial guarantee that may be granted, Lumiskyn is liable for lack of conformity of the goods with the contract under the conditions of Article L. 217-4 et seq. of the French Consumer Code (Code de la consommation) and for hidden defects in the item sold under the conditions provided for in Articles 1641 et seq. of the French Civil Code (Code civil).

Reminder of Articles L. 217-4, L. 217-5 and L. 217-12 of the French Consumer Code and 1641 and 1648 first paragraph of the French Civil Code:

  • Article L. 217-4 of the Consumer Code: "The seller delivers goods that conform to the contract and is liable for lack of conformity existing at the time of delivery. The seller is also liable for lack of conformity resulting from the packaging, the assembly instructions or the installation where the contract placed the installation under the seller's responsibility or where it was carried out under the seller's responsibility."
  • Article L. 217-5 of the Consumer Code: "The goods conform to the contract: 1° If they are fit for the use habitually expected of similar goods and, where applicable: - if they correspond to the description given by the seller and possess the qualities that the seller presented to the buyer in the form of a sample or model; - if they have the qualities that a buyer may legitimately expect given the public statements made by the seller, by the producer or by their representative, in particular in advertising or labeling; 2° Or if they have the characteristics agreed upon by the parties or are fit for any special use sought by the buyer, made known to the seller and accepted by the latter."
  • Article L. 217-12 of the Consumer Code: "An action arising from a lack of conformity is time-barred two years from delivery of the goods."
  • Article 1641 of the Civil Code: "The seller is bound by a warranty in respect of hidden defects in the thing sold which make it unfit for the use for which it is intended, or which so reduce that use that the buyer would not have acquired it, or would have given a lower price for it, had he known of them."
  • Article 1648 first paragraph of the Civil Code: "An action arising from redhibitory defects must be brought by the buyer within two years of the discovery of the defect."

10. Contact for returns

For any question about a return or a refund, or if you need assistance, our team is at your disposal:

We undertake to reply as quickly as possible and to support you at every step of the process.

LESCHASTSIEUREUX LTD

UK registration number: 14527709

Registered office address: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom

Thank you for your trust and understanding.