Last Updated: September 24, 2026
Thank you for shopping with Lume by Hareem Fatima. We want you to be completely satisfied with your purchase. This Refund and Return Policy explains how returns, exchanges, cancellations, and refunds work for all products purchased through www.lumebyhf.com. By placing an order with us, you agree to this policy. This policy does not affect any rights you may have under applicable consumer protection laws.
Order Cancellation
You may cancel your order within 24 hours of placing it, provided it has not yet been dispatched. To cancel, contact us at [email protected] with your order number and the reason for cancellation. If your order has already been shipped, you will need to follow the return process below. Once an order has been dispatched, it cannot be cancelled. If we are unable to fulfill your order for any reason, we will notify you and issue a full refund to your original payment method.
Return Eligibility
We accept returns within 7 days of delivery for most items, subject to the conditions below. The return window begins on the date the tracking information shows your order was delivered. To be eligible for a return, your item must be unused, undamaged, and in the same condition that you received it. It must also be in its original packaging with all tags, labels, seals, and accessories intact. You must provide proof of purchase, such as your order number or receipt. Items returned without prior approval may be refused or subject to a restocking fee.
Returns for Handbags
Handbags from our Lume Carry category may be returned within 7 days of delivery if they are unused, unworn, and in original condition. The handbag must include all original packaging, dust bags, tags, straps, and accessories. We cannot accept handbags that show signs of use, scratches, stains, odor, or damage caused after delivery. If the handbag is returned in unacceptable condition, we may refuse the return or offer a partial refund at our discretion.
Returns for Skincare, Sun Care, and Fragrance
For health, hygiene, and safety reasons, our Lume Nourish moisturizers, Lume Shield sunblock and sun care products, and Lume Scent perfumes and fragrances can only be returned if they are completely unopened, unused, and sealed in their original packaging. The protective seal, cap, or wrapping must be intact. We cannot accept returns for any beauty, skincare, sun care, or fragrance product that has been opened, used, tested, or unsealed. This applies even if you did not like the scent, texture, or result. If you receive a product that is damaged, defective, expired, or incorrect, please see the section below on damaged, defective, or wrong items.
Damaged, Defective, or Wrong Items
If you receive a damaged, defective, expired, or incorrect item, please contact us within 48 hours of delivery at [email protected]. You must include your order number, clear photographs or a video of the item and its packaging, and a description of the issue. Once we review your claim, we will offer a replacement, exchange, or full refund, including any shipping charges you paid. If the item is unavailable, we will issue a full refund. Claims made after 48 hours may not be accepted, so please inspect your order as soon as it arrives.
How to Initiate a Return
To initiate a return, email [email protected] with your order number, the item you wish to return, and the reason for the return. Our team will review your request and, if approved, provide you with return instructions and the return address. Do not send any item back without receiving prior approval. Returns sent without approval may be refused. Please ensure the item is securely packaged to prevent damage during transit. We recommend using a trackable shipping method, as we are not responsible for returns lost or damaged in transit.
Return Shipping Costs
Unless the return is due to our error, such as a damaged, defective, expired, or wrong item, you are responsible for paying the return shipping costs. Original shipping charges are non-refundable. If you received free shipping, the actual shipping cost may be deducted from your refund if the return is not due to our error. If the return is due to our error, we will cover the return shipping cost or provide you with a prepaid return label where available.
Inspection and Approval
Once we receive your returned item, we will inspect it within 3 business days. If the item meets our return conditions, we will approve your refund or exchange. If the item does not meet our conditions, we will notify you and may refuse the return or offer a partial refund. Approved refunds will be processed to your original payment method. If you paid by cash on delivery, we will request your bank details to process the refund via bank transfer.
Refund Processing Time
After your return is approved, please allow 7 to 14 business days for the refund to appear in your account. The exact time depends on your bank or payment provider. We will send you a confirmation email once the refund has been initiated. If you have not received your refund after 14 business days, please contact us at [email protected] with your order number and we will investigate. Shipping charges, taxes, and duties are refunded only when required by law or when the return is due to our error.
Exchanges
If you would like to exchange an item, please contact us within 7 days of delivery. Exchanges are subject to product availability. For handbags, we may offer an exchange for a different color or style if the item is unused and in original condition. For skincare, sun care, and fragrance products, exchanges are only available for damaged, defective, expired, or wrong items. If the requested exchange item is unavailable, we will offer a refund or store credit. Any price difference must be paid before the exchange is processed.
Non-Returnable Items
The following items cannot be returned or refunded: opened, used, or unsealed skincare, sunblock, moisturizer, perfume, or fragrance products; used or worn handbags; items without original packaging, tags, or seals; gift cards; free promotional items; final sale or clearance items; and any item that has been damaged after delivery due to misuse, improper storage, or normal wear and tear. We reserve the right to refuse any return that does not comply with this policy.
Late or Missing Refunds
If you have not received your refund, please check your bank account again, then contact your credit card company or bank, as processing times may vary. If you have completed these steps and still have not received your refund, please contact us at [email protected]. We will do our best to resolve the issue promptly.
Need help?
Contact us at [email protected] for questions related to refunds and returns.