Refund policy
We sell two very different kinds of thing, and they cannot be returned on the same terms. Devices can be tried and sent back. Supplements are consumable products, and once a seal is broken we cannot accept them back, for the safety of every other customer. Please read the section that applies to your order.
DEVICES — LED MASKS, PANELS, MATS AND ACCESSORIES
14-night home trial. If you are not happy within 14 days of delivery, email hello@lumybella.com with your order number and we will arrange a return for a full refund of the product price.
Condition. Items should come back in good condition with all included accessories — the device, cable, straps and guide.
Return shipping. Return postage is the customer's responsibility unless the item arrived damaged or faulty.
SUPPLEMENTS AND OTHER CONSUMABLES
Unopened, within 14 days. If the factory seal is intact and the product is in its original packaging, email us within 14 days of delivery and we will refund the product price once it is back with us. Return postage is the customer's responsibility.
Opened or unsealed products cannot be returned or refunded. This is a food-safety requirement, not a preference. Once a seal is broken we have no way to verify how a product has been stored, so we cannot resell it or return it to stock.
If something is wrong with it. If a supplement arrives damaged, past its expiry date, incorrectly labelled, or is not what you ordered, the paragraph above does not apply — email us with photos and we will replace or refund it at no cost to you, opened or not.
Adverse reaction. If you have a reaction to a product, stop taking it, speak to a healthcare professional, and contact us. We will deal with it individually and fairly.
Supplements are not returnable simply because they did not produce a result you hoped for. We are deliberately clear on each product page about what the evidence does and does not support, so that you can decide before you buy.
APPLIES TO EVERY ORDER
How to start a return. Email hello@lumybella.com with your order number. Please do not send anything back before we reply. Orders are dispatched by our fulfilment partners, so the correct return address depends on which partner shipped your parcel — it is not the address on the packaging in every case. We will confirm where to send it and how. Items returned without contacting us first may not reach us and may not be refundable.
Refunds. Once your return arrives and has been inspected, we refund to the original payment method. Banks typically take 5–10 business days to show it.
Cancelling before dispatch. Email us as soon as possible. If the order has not shipped we will cancel and refund it in full.
Wrong or incomplete address. If a parcel comes back because the delivery address was incorrect, we will refund the product price.
UK and EU customers. Nothing here affects your statutory rights, including the right to cancel most orders within 14 days under the Consumer Contracts Regulations. Note that sealed goods which are not suitable for return once unsealed for health-protection or hygiene reasons — which includes supplements — are excluded from that cancellation right once the seal is broken.
CONTACT
Bargains Deal 50 Ltd, trading as Lumybella — hello@lumybella.com. We reply within one business day.