Refunds

All sales are final. We cannot accept any returns.

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Exchanges

Customer is responsible for all shipping costs for exchanges if wrong item was ordered. If error was on our part, we will pay shipping costs. To be eligible for any exchange, whether error was due to our part or the buyer's part, item must be UNOPENED and shipped back to us within 7 days of customer receiving wrong item. Confirmation of package delivery date is verified through USPS tracking. Opened items and those past 7 days will not be eligible for an exchange.

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Domestic Shipments Lost, Damaged, Stolen, or Return to Sender

If your package is lost or damaged, please contact us so we can open an investigation and file a claim with USPS. The USPS policy for lost packages states that we must wait a 15 day period before filing the investigation because most times a package is delayed within the postal system, but not lost. If a package arrives damaged, we can file immediately. If the claim is granted, we will issue you a refund up to $50. This is the maximum insurance amount USPS grants for Priority shipping.

Packages that are stolen (marked as delivered through tracking but have not been received by the customer) may or may not be eligible for a claim. This will be at the sole discretion of USPS. If your package is stolen, please contact us immediately so that we can open an investigation and file a claim with USPS. Please note that we have no control over the claim being granted and we cannot take any responsibility for stolen packages as once a package leaves our facility, it is out of our control. If the claim is granted, we will issue you a refund up to $50. This is the maximum insurance amount USPS grants for Priority shipping.USPS limits the claim period to 60 days from the time of shipping. If you contact us after this period expires, we cannot issue any refunds for lost or damaged packages because a claim can no longer be filed. However we will always issue a refund for packages returned to our office (minus the shipping costs), even if this 60 day period expires. Domestic returns can take several weeks to be sent back to sender. All shipping fees are non-refundable. Packages that are marked "return to sender" or that are un-deliverable for any reason will be re-shipped at the customer's expense. Luminosity Acne Skincare cannot take any responsibility for these situations because once a package leaves our facility, it is out of our control how USPS handles it's shipment.Additionally, free shipping for eligible packages is applied to the original shipment only. If a package is returned to us or is un-deliverable for any reason, customer will be responsible for the cost to have it re-shipped.

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International Shipments Customs Fees, Shipping Time Frames, Lost, Damaged, Stolen or Delayed Packages

Please read the following very carefully as all international orders will be binded to this policy & procedure. Please note that the majority of international orders are delivered without any issue, however a small percentage of orders can have issues while in transit. The majority of transit issues happen once a package reaches its destination country. All shipping fees are non-refundable, including when packages are sent back to our office in the instances of unpaid customs fees, unclaimed packages, undeliverable address, delivery attempt failures, etc.

Customs Fees, Taxes, & Duties

International packages can be subject to customs inspections. All applicable customs fees, taxes and duties are the sole responsibility of the customer. Luminosity Acne Skincare will not reimburse you for these fees. Customs authorities require that we state the value of your order directly on your package – the value is the price the products are worth, not the final price paid. Luminosity Acne Skincare cannot mark any package(s) as a “Gift” in order to avoid customs and duties fees. It is a federal violation to falsely mark commercial packages as gifts or to claim a lower value of goods therefor we cannot accommodate these types of requests. For more information on customs and duties charges, please contact your local customs office.

Shipping Time Frames

Shipping time frames are estimates. We strive to ship out your order within a timely manner (typically 1-2 business days), however once a package leaves our facility it is no longer within our control therefore we cannot guarantee that a package will arrive within an estimated time frame. The majority of packages arrive within the expected time frame, however occasionally a package can be delayed. See the Delayed Packages section below for details on hoe delays are handled.

Lost, Damaged, or Stolen Packages

Package must be lost or damaged to be eligible for a USPS claim. Claims cannot be made for packages which are delayed, marked as delivered, or sent back to us for any reason including but not limited to: unpaid customs fees, undeliverable address, delivery attempt failures, etc. Packages that are stolen (marked as delivered through tracking but have not been received by the customer) may or may not be eligible for a claim. This will be at the sole discretion of USPS. Please note that we have no control over the claim being granted. If your package is lost, damaged, or stolen, please contact us IMMEDIATELY so we can file a claim with USPS. USPS limits the claim period to 60 days from the time of shipping. If you contact us after this period expires, we cannot issue any remedies because a claim can no longer be filed. However we will always issue a refund for packages returned to our office (minus the shipping costs), even if this 60 day period expires. International returns can take as long as 3+ months to be returned back to sender. Once we file a claim, an international investigation is opened between USPS and your country’s postal service. This investigation period can take up to 32 business days to be completed for most countries (some may take longer). Once the investigation is completed, either your package has been located and will continue its route to be delivered to you or if it has not been located, the insurance claim process to issue reimbursement will begin. Insurance claims can take an additional 30 business days to process and clear. Refund will be issued to customer once USPS approves the insurance claim or upon proof of package being returned to our office. We cannot issue refund during the active investigation period or during the claim processing period. We must wait to see what the final determination is (please remember there is a 32 business day investigation time frame plus a 30 working day claim processing time).

Delayed Packages

Please be aware that although rare, in some instances, delays have been seen up to 8-10 weeks for delivery. While this isn’t common for the majority our shipments, it has happened and can happen to your package. These delays are typically due to Covid 19 related strains on postal services.

If there is a delay, we must follow the policy of USPS regarding the remedy. This policy is as outlined:

-We will file an investigation for your package with USPS.
-Once filed, it can take up to 32 business days (in some instances longer) to receive a response back. USPS will work with your country’s postal service to locate your package so this can take some time to coordinate.
-If the package is in fact lost, we will open a claim with USPS to start the refund process.
-If the package is delayed, USPS will not grant a refund because the package is still on its way to being delivered. Please note that USPS will not be able to guarantee a specific delivery time frame.

By agreeing to have your package shipped, you are agreeing to this policy and understand that we cannot issue a refund/reshipment/or remedy until the investigation has confirmed that your package is in fact lost, and not just delayed.