LumenBotanicaReturns & Refunds
You may return any amber jar or box ordered from LumenBotanica within 30 days of arrival, whatever the reason. Here we outline our standards, how to pack your return, shipping responsibilities and the refund timeline.
Conditions
To qualify for a refund within the 30-day statutory cancellation window, vision supplement products must remain completely unopened, in original outer boxing, with intact security neck sleeves, foil seals, and lot code labeling undisturbed.
Returning your parcel
- Contact customer assistance at [email protected] stating your order number and intention to return within 30 days of receipt
- Obtain an authorized Return Merchandise Authorization (RMA) document and the assigned UK warehouse return address
- Securely package unopened bottles inside protective transit packaging ensuring tamper-evident seals remain uncompromised
- Await refund processing to your original bank account within 3-10 business days following return warehouse verification and inspection
Who pays return shipping
If an item arrives damaged, flawed, or differs from your order, we cover the postage by issuing a prepaid slip or booking collection. If you simply decided otherwise, return shipping costs remain yours; we make no other deductions.
Refund timing and method
We issue your refund within 3 business days after our workshop completes the return inspection. Cash-on-delivery parcels are reimbursed through direct bank transfer to your provided account; bank transfers return to the originating account. Banks typically settle the credit within 1-5 business days.
Handling different return situations
| Situation | What we do | Cost to you |
|---|---|---|
| Damaged in transit | Replacement or full refund | None |
| Wrong item delivered | Correct jar dispatched, incorrect package recovered | None |
| Parcel lost | Fresh shipment or full refund once the carrier completes their trace | None |
| Faulty on arrival | Replacement or full refund | None |
| Changed your mind | Full reimbursement of the product price | Return shipping only |
Exchanges
To swap for a different formula or jar size, complete our return process and place a fresh order; we refund your original item as soon as it arrives back with us. If the change arises from our packing mistake, your replacement ships without postal charges.
Cancelling an order
You may cancel an order without fees before our team packs and dispatches it. Reach us at [email protected] with your reference number. Once a parcel is on the road, our regular return policy applies.
Questions about this policy
Write to [email protected] or speak with us at +44 29 519 54933 during Mon-Thu 10:00-17:30, Fri 10:00-16:00. We reply to every question within one business day.
- Merchant
- LumenBotanica Ltd.
- Registered address
- 12 Museum Place, Cardiff, CF10 3BG, United Kingdom
- [email protected]
- Phone
- +44 29 519 54933
- Working hours
- Mon-Thu 10:00-17:30, Fri 10:00-16:00
- Registration
- Company No. 03875292