Refund, Cancellation & Return Policy

At Lumi Luxe, we operate both as a B2B beauty activation agency and a retailer of premium beauty products. Please review the relevant policy section below for event bookings or physical product purchases.

1. Event Bookings & B2B Services

Because our teams, custom materials, and dates are reserved exclusively for your event, the following terms apply to all corporate, B2B, and experiential beauty bookings:

• 50% Non-Refundable Deposit: To secure your event date and squad allocation, a 50% deposit is required upon booking confirmation. All deposits are strictly non-refundable and non-transferable, as they cover date reservation, administrative prep, and scheduling our artist network.

• Final Balance Payment: The remaining 50% balance is due no later than 7 calendar days prior to your scheduled event date. Bookings placed less than 7 days before an event require full payment immediately upon invoicing.

• Cancellations (8+ Days Prior): The 50% deposit remains non-refundable, but no further balances will be owed.

• Cancellations (7 Days or Fewer Prior): Cancellations made within 7 days of the event date are fully non-refundable, and 100% of the total contract value will be retained or due.

• Service Adjustments: Downsizing squad sizes, hours, or custom branding assets (e.g., bespoke stencils or vinyl wraps) within 14 days of the event will not reduce the total contract cost.

2. Physical Products & Retail Purchases

We offer a 30-day return policy for retail items, meaning you have 30 days after receiving your order to request a return.

Eligibility & Conditions

• Items must be in the same condition as received: unworn, unused, unopened, with original tags, and in original packaging.

• You will need your receipt or proof of purchase.

• Return Postage: Customers are responsible for paying their own return shipping costs unless the item arrived damaged or defective. We recommend using a trackable shipping service.

How to Start a Return

To request a return, contact us at hello@lumiluxeevents.com. Once approved, we will provide the correct return address and instructions for posting your package. Items sent back to us without first requesting a return will not be accepted.

Non-Returnable Items & Hygiene Exceptions

In accordance with UK consumer law and hygiene standards, certain items cannot be returned:

• Personal Care & Beauty Products: Opened, unsealed, or used cosmetics, glitter, and beauty tools cannot be returned for hygiene and safety reasons.

• Custom Orders: Personalized, branded, or special-order items.

• Sale Items & Gift Cards: Final sale items cannot be returned or refunded.

Damages, Defective Goods & Exchanges

Please inspect your order upon arrival. If an item is damaged, defective, or incorrect, contact us immediately at hello@lumiluxeevents.com so we can resolve it. The fastest way to exchange an item is to return the original once approved and place a new purchase separately.

UK & EU Statutory Consumer Rights

Under UK Consumer Contracts Regulations (and for EU customers under the 14-day cooling-off period), you have the legal right to cancel or return your physical product order within 14 days of receipt for any reason, provided the goods meet the unused, unopened hygiene conditions outlined above.

Refunds

Once we receive and inspect your returned item, we will notify you of the approval status. If approved, your refund will be automatically issued to your original payment method within 10 business days. Please note that your bank or credit card issuer may require additional time to post the credit to your account.

If more than 15 business days have passed since your return was approved, please reach out to us at hello@lumiluxeevents.com.