Refund policy
We want you to shop with complete peace of mind. If something doesn't work out, here's how it works.
Return window
You have 15 calendar days from receiving your order to request a return, with no need to justify the reason.
Product condition
For returns due to a change of mind, the product must be unused, in its original packaging and in resellable condition. Return shipping costs are borne by the customer, unless the product is defective or we made a shipping error.
How to request a return
- Write to us at hola@lucennebeauty.com with your order number and reason.
- We'll confirm the next steps and, if applicable, the return shipping address.
- Once we receive and inspect the product, we'll process your refund.
Defective or damaged products
If your product arrives defective, damaged, or different from what you ordered, contact us with photos of the issue at hola@lucennebeauty.com. In these cases, depending on the situation, we may offer you a refund or a replacement without needing you to physically return the item, especially for lower-cost products where returning it wouldn't be proportional to its value.
Refunds
Once a return is approved, the refund is issued to the same payment method used for the purchase, within up to 14 days.
Exceptions
We do not accept returns of products that have clearly been used beyond simply trying them, for hygiene reasons, since these are facial-use devices.
Last updated: August 2026.