Refund Policy
Refund Policy
Last updated: October 2025
Company: Hong Kong Xinhui Trading Co., Ltd.
Address: Room 1303, 13th Floor, Grand City Plaza, 1-17 Sheung Lo Kau Road, Tsuen Wan, New Territories, Hong Kong. ,
Email: mallyezm@gmail.com
I. Return and Refund Instructions
We hope that you will be satisfied with every purchase made at Lumenessence.
If you are not satisfied with the product you received, please contact us within 14 days of receiving the item to apply for a return or refund.
Return requests must meet the following conditions:
The goods must be in brand new and unused condition and must retain their original packaging.
2. Unopened skincare products or cosmetics can be returned; opened or used personal care items (such as eyelash products, nail care supplies, skincare liquids, etc.) cannot be returned due to hygiene and safety reasons.
3. Valid purchase vouchers (order number or receipt) must be provided;
4. Returns due to non-quality issues will be charged for shipping by the buyer.
II. Non-refundable situations
The following situations will not be eligible for return or refund:
The product has been used or returned in an altered state; a return request has been made due to personal subjective reasons (such as disliking the color, fragrance, or texture).
More than 14-day application period; Discounted items or clearance sale items.
III. Refund Process
Please submit your application by contacting the customer service through the email: mallyezm@gmail.com
Provide the order number, product photos and problem description;
After the review is approved, we will inform you of the return address. After receiving the returned goods and confirming their accuracy, the refund will be processed and returned to your payment account via the original route within 5 to 10 working days.
IV. Product Damage or Incorrect Delivery
If you find any problems with the product you received, such as damage, leakage, or incorrect quantity, please contact us within 48 hours of receiving the package and attach relevant photos.
We will replace it for you free of charge or offer a refund.
V. International Order Instructions
The return shipping fees and customs duties for international orders are borne by the buyer. If the package is returned due to customs clearance or address issues, the refund will deduct the shipping costs.
VI. Contact Us
If you have any questions regarding the refund or return policy, please feel free to contact us at any time: Email: mallyezm@gmail.com