Refund Policy

 

At lorenumi, we strive to ensure you are completely satisfied with your beauty devices, hair & body care items, and skincare management products. If you are not entirely happy with your purchase, we are here to help.

Please review our refund guidelines below to understand how refunds are processed.

 

Refund Policy Overview (At a Glance)

Refund Category	Our Rules & Timeline
Eligibility Window	Requests must be made within 60 days of the delivery date.
Item Condition	Items must be unopened, unused, and in their original packaging with all safety seals intact.
Non-Refundable Items	Opened/used skincare, personal care products, and personal hygiene items.
Refund Method	Credited back to your original method of payment.
Processing Time	Issued within 5–7 business days after we receive and inspect the returned item.

1. Eligibility for a Refund

To be eligible for a refund, your return must meet the following criteria:

• Unopened & Unused: Due to strict health, hygiene, and safety regulations, we cannot issue refunds for any skincare, haircare, or personal care products that have been opened, tested, or used.

• Beauty Electronics: Personal care devices (e.g., facial tools, hair styling devices) must be returned in their original, undamaged box with all accessories, cables, and user manuals included.

• Return Authorization: You must contact our customer support team to get approval before shipping any item back to us. Unauthorized returns will not be accepted or refunded.

2. How the Refund Process Works

Step	Action Required
Step 1: Request	Email us at [Your Support Email] within 30 days of delivery with your order number and the reason for the refund.
Step 2: Ship Back	If approved, ship the eligible unused item back to our designated return address using a trackable shipping method.
Step 3: Inspection	Once we receive and inspect the returned item to ensure it meets our hygiene standards, we will notify you via email of the approval or rejection of your refund.
Step 4: Payout	If approved, your refund will be processed automatically, and a credit will be applied to your original credit card or payment method within 5–7 business days.

3. Return Shipping & Free Shipping Rules

• Since we offer Free Shipping on all orders: You do not have to worry about original shipping deductions.

• Customer-Paid Return Shipping: For standard returns due to personal preferences (e.g., change of mind, unopened items), the customer is responsible for paying the return shipping costs.

• Merchant-Paid Return Shipping: If the return is due to our error or product issues (e.g., damaged, defective, or incorrect items), we will cover the return shipping costs or provide a prepaid return label.

4. Damaged, Defective, or Incorrect Items

We take immense care in packing your orders, but accidents can happen.

• If your skincare products or beauty devices arrive damaged, defective, or incorrect, you must notify us at service@mail.lorenumi.com within 48 hours of delivery.

• Please include your order number and clear photos or videos showing the damage to the product and the outer packaging.

• Upon verification, we will gladly arrange a brand-new replacement free of charge or issue a full refund, and we will cover any associated return shipping fees.

5. Late or Missing Refunds 

If you haven’t received a refund yet after approval:

1. First, check your bank account or credit card statement again.

2. Contact your credit card company; it may take some time before your refund is officially posted.

3. Next, contact your bank. There is often some processing time (usually 3–5 business days) before a refund is posted.

   If you’ve done all of this and you still have not received your refund yet, please contact us at service@mail.lorenumi.com.

6. Contact Us

If you have any questions or concerns regarding our refund policy, please reach out to our team:

• Email: service@mail.lorenumi.com

• Support Hours: Monday – Friday, 9:00 AM – 5:00 PM EST