![]() ![]() Although we do not accept returned items due to the quality guarantee of products sent back by our customers, we can see that our customer service team has been in contact with you and they processed a 50% refund for this order as a one-time exception. We provide a free trial option so new customers can try out our products prior to ordering our full-sized products. However, we completely understand that each individual may have a different experience depending on their skin. Many of our customers enjoy our products. Chemical exfoliation is gentler on the skin and it's also better for the environment because we do not use microbeads. We’re sorry to hear that you didn’t like the Exfoliating Rub! Kindly know that our Reload Exfoliating Rub does not come with microbeads and it does not have a gritty texture as it's meant to gently exfoliate through chemical exfoliation. Hi Ali, We really appreciate your feedback and we're sorry to hear you had a negative experience. Thank you for your understanding! Best, Team Lumin One of our team members will reach out to you directly via email to assist you further. We appreciate your feedback and we will forward this to our team so we can continue to improve the overall user experience for everyone. However, when customers reach out to our customer support team, we will definitely rectify the situation and assist with the return process. ![]() Because of this, we cannot guarantee cancellations or accommodate change requests for an order due to our logistics process. When an order is placed in accordance with a scheduled renewal date for an active subscription, our warehouse teams work as quickly as possible in processing orders to ensure timely delivery of the orders. However, certain things are beyond our control when it comes to logistics, but we're also looking into finding ways to improve it. It’s not our usual standard we are currently working on improving our system for our customer's convenience. We apologize for the delay on behalf of our shipping partners. ![]() Hi Rafael, Thank you for leaving a review, and we're sorry to hear you had a negative experience. With that said, we apologize for any inconvenience you experienced, and we’ll certainly forward your feedback to our customer experience team. We take your feedback to heart and will work tirelessly to improve the customer experience for everyone. We're very sorry for the confusion this caused, it isn't our standard nor something we strive for. For this reason, our team member made an exception and issued a 50% refund. ![]() It is stated in our policy that only orders that are not part of our free trial promotion can be eligible for a full refund based on our 30-Day Satisfaction Guarantee. Looking further into this we can see that our support team informed you that your order is not eligible for our 30-Day Satisfaction Guarantee since it was part of a renewal subscription. Looking into this we can see that you contacted our customer support team because unfortunately our Age Management Bundle did not work well for you and you requested a refund. We're sorry to hear that you had an unpleasant experience. ![]()
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