سياسة الاسترجاع

Last updated: June 2026

We want you to feel confident trying Lumeia. If the product is not right for you, we offer a straightforward return and refund process. This policy complies with Kuwait Consumer Protection Law No. 39 of 2014. Your statutory rights under this law are not affected by any provision below.

60-Day Satisfaction Guarantee (First Order)

If you are a first-time Lumeia customer and you are not satisfied with your purchase for any reason, you can request a full refund within 60 days of delivery.

To be eligible:

Contact us at [INSERT EMAIL] or via WhatsApp within 60 days of receiving your order.
Return the product (opened or unopened) to our warehouse. We will arrange a return pickup or provide a prepaid shipping label at our or your expense, depending on the situation
You have used more than 50% of the product, we may offer a partial refund or store credit instead of a full refund, at our discretion.

Once we receive the returned product and confirm it was purchased within the guarantee period, we will process your refund within 7 business days.

This guarantee applies to your first Lumeia order only. One claim per customer.

Returns on Repeat Orders (30-Day Window)

For your second order and beyond, you can return products within 30 days of delivery.

Unopened, sealed products: full refund.
Opened products with fewer than 50% of contents used: full refund.
Opened products with more than 50% used: we may offer a partial refund or store credit at our discretion.

Return shipping on all orders will either be covered by Lumeia, or by the customer, depending on the situation. Contact us at [INSERT EMAIL] or via WhatsApp at [INSERT NUMBER] to arrange the return.

Damaged, Defective, or Incorrect Orders

If your order arrives damaged, defective, or incorrect, contact us within 48 hours of delivery at [INSERT EMAIL] or via WhatsApp at [INSERT NUMBER]. Include a clear photo of the issue (the damaged item and its packaging). We will send a replacement or issue a full refund at no cost to you. You do not need to return the damaged product.

In the case of a manufacturing defect or non-conformity with the product description, your rights under Kuwait Consumer Protection Law No. 39 of 2014 are fully preserved.

Order Cancellation

If you need to cancel an order, contact us as soon as possible at [INSERT EMAIL].

Orders cancelled before dispatch: full refund, no fees.
Orders cancelled after dispatch but before delivery: the order will be returned to our warehouse. Full refund minus any applicable return handling fee charged by our delivery partner.
Orders cancelled after delivery: standard return terms apply (see above).

Cash on Delivery (COD) Refunds

For COD orders, refunds are issued via bank transfer. We will ask for your IBAN and account holder name. Refund processing begins once we have received your bank details and the returned product (if applicable). Please allow up to 10 business days for the transfer to appear in your account.

Refund Method

Refunds are issued to the original payment method where possible:

KNET and card payments: refunded to the original card or account.
COD payments: refunded via bank transfer (IBAN required).
At our discretion, we may offer store credit in place of a monetary refund. Store credit does not expire.

Non-Returnable Items

The following cannot be returned or refunded:

Gift items included with promotional orders (welcome kit items). These are complimentary and carry no refund value.
Single-sachet (or equivalent) sample products.
Products purchased from unauthorised resellers or third-party marketplaces.

Refund Timeline

Stage	Timeframe
Return received at warehouse	Inspected within 2 business days
Refund approved and processed	Within 5 business days of inspection
Refund visible in your account	3 to 10 business days depending on your bank or card issuer
COD bank transfer	Up to 10 business days after we receive your IBAN

Policy Integrity

We monitor all return and refund claims to ensure fair use of this policy. We reserve the right to refuse returns, limit refund methods, or suspend accounts in cases of:

Repeated returns inconsistent with normal product use.
Fraudulent damage or defect claims.
Chargebacks initiated without first contacting us to resolve the issue.
Repeated refusal of COD deliveries.

These measures protect all customers and allow us to continue offering a generous return policy.

Contact

For all return and refund requests, contact us through either channel:

Email: [INSERT EMAIL]

WhatsApp: [INSERT NUMBER]

We reply in Arabic and English.

Siyada Ventures Company for Wholesale and Retail Trade

Block 8, Tarfa Bin Al-Abd Street, Al-Sidra Complex, Floor 4, Office No. 2, 63000 Fahaheel, Al-Ahmadi, Kuwait