Refund Policy

We have a 14-day return policy, which means that you have 14 days after receiving an item to request a return.

To be eligible for a return, the item must be in the same condition in which you received it, unused, with tags attached and in its original packaging. You will also need the receipt or proof of purchase.

To start a return, contact us at info@luminexia.pl. Returns must be sent to: Mogilska 51, 31-545 Kraków, Poland.

If your return is accepted, we will send you a return shipping label together with instructions on how and where to send your parcel. Items sent back to us without first requesting a return will not be accepted.

You can always contact us at info@luminexia.pl with questions about returns.

Damage and other issues

Please inspect your order when you receive it and contact us immediately if an item is defective or damaged, or if you receive the wrong item, so that we can assess the issue and put it right.

Exceptions and non-returnable items

Certain types of items cannot be returned. These include perishable goods, such as food, flowers or plants; custom products, such as special-order or personalised items; and personal-care goods, such as cosmetics whose packaging has been opened. We also do not accept returns of hazardous materials, flammable liquids or gases. Please contact us if you have a question or concern about a specific item.

Unfortunately, we cannot accept returns of sale items or gift cards.

Exchanges

The fastest way to obtain the item you want is to return the item you have and, once the return has been accepted, make a separate purchase of the new item.

European Union 14-day right of withdrawal (goods)

Regardless of the above, if goods are shipped within the European Union, you have the right to cancel or return your order within 14 days, for any reason and without giving a reason. As stated above, the item must be in the same condition in which you received it, unused, with tags attached and in its original packaging. You will also need the receipt or proof of purchase.

The following rules apply to services booked through the website and performed at our physical salon.

A completed service cannot be returned

Under Article 38 of the Polish Consumer Rights Act, a consumer has no right to withdraw from a distance contract for services where the trader has fully performed the service with the consumer’s express consent. This means that once the appointment has taken place and the treatment has been performed, for example a peel or facial treatment, the service cannot be “returned”.

Service complaints (dissatisfaction with a treatment)

We make every effort to provide our services to the highest standard, in accordance with professional beauty-treatment practice and hygiene rules.

1. If you believe that a service was performed incorrectly, you may submit a complaint by email to info@luminexia.pl or in person at the salon. We consider complaints within 14 days.
2. The salon is responsible for the technically correct performance of a treatment. The salon is not responsible for a client’s subjective dissatisfaction with the aesthetic result when the treatment was performed correctly, in accordance with its description and the arrangements made beforehand.
3. The salon is not responsible for complications resulting from a client concealing information about their health, medical conditions or allergies, or from failing to follow aftercare instructions.

Refunds (goods and accepted complaints)

We will notify you after we have received and inspected your return, or considered your complaint, and tell you whether the refund has been approved or rejected. If approved, the refund will be made automatically to the original payment method within 10 business days. Please remember that your bank or card issuer may also need time to process and post the refund.

If more than 15 business days have passed since we approved your refund, contact us at info@luminexia.pl.