Refund & Returns Policy

Last updated: 09 December 2025

We want every Loumirage parcel to feel exciting and worry-free. This Refund & Returns Policy explains how we handle returns, refunds and exchanges for orders placed with Loumirage LTD.

This policy applies in addition to any rights you may have under applicable consumer law in your country (for example, UK consumer law). Nothing here is intended to limit those rights.

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1. Who We Are

This Refund & Returns Policy is issued by Loumirage LTD, a company registered in the United Kingdom (“we”, “us”, “our”). If you have any questions about a return or refund, please email us at: loumirage.help@gmail.com .

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2. Return Window

If you change your mind, you can usually request a return for eligible items within 14 days from the date you received your order.

Please contact us before sending anything back. Returns sent without prior approval may not be accepted.

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3. Which Items Can Be Returned?

To be eligible for a return, all of the following must be true:

• The product is unused and in its original condition.
• The outer packaging and blister packs are unopened, sealed and not damaged.
• The product is not listed as a SALE item in this policy.
• You contacted us within the return window described above.

For hygiene and safety reasons, we cannot accept returns of contact lenses that have been opened, worn, tried on or handled, unless there is a clear manufacturing defect.

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4. Non-Returnable Items

The following items are generally non-returnable, except where they are faulty:

• Opened, used or tried contact lenses.
• Products not in their original, sealed packaging.
• Made-to-order prescription lenses once production has started.
• Gift cards and digital products.
• Items marked as “SALE” at the time of purchase.

If you are unsure whether your item is eligible, please contact us before placing an order or before opening the packaging.

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5. Prescription (Power) Lenses

Prescription lenses are produced individually to your specification. Because of this:

• Orders for prescription lenses may be cancelled only within a short time after placing the order and before production has started.
• Once production has begun, prescription lenses are generally non-refundable and non-exchangeable unless they are faulty or we made an error.

Please double-check your prescription details carefully before confirming your order.

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6. How to Start a Return

To request a return, please email us at: loumirage.help@gmail.com with:

• Your full name;
• Order number;
• Photos of the products and packaging (sealed blisters, outer box, any issues);
• A short explanation of the reason for return.

We will review your request and send you return instructions, including the return address and any reference number we need you to include in the parcel.

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7. Return Shipping Costs

Unless the return is due to our error or a faulty product, you are responsible for the cost of returning items to us.

We recommend using a tracked shipping service and keeping your receipt. We cannot refund items that are lost in transit when being returned to us.

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8. Refunds

Once we receive and inspect your return, we will let you know whether your refund has been approved.

• Approved refunds are usually issued to the original payment method.
• Original shipping costs are normally non-refundable, unless the return is due to our error or a faulty product.
• Depending on your bank or payment provider, it may take several business days for the refund to appear on your statement.

In some cases, we may offer store credit or a replacement product instead of a refund, where appropriate and agreed with you.

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9. Exchanges (Different Shade / Model)

We do not operate a traditional exchange system. If you would like to try a different shade or model, the usual process is:

• Request a return for eligible, unopened items as described above.
• Once your refund has been processed, you can place a new order for the lenses you prefer.

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10. Faulty, Damaged or Wrong Items

If your order arrives damaged, faulty or not as described, please contact us as soon as possible (ideally within 7 days of delivery) with:

• Order number;
• Clear photos of the product, packaging and any issues;
• A description of the problem.

We will review the situation and, where appropriate, offer a replacement, store credit or refund. In these cases, reasonable return shipping costs may be covered by us.

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11. International Orders & Customs

For orders shipped outside the UK, you are responsible for any customs duties, taxes or import fees charged by your local authorities. If you refuse a parcel due to customs charges, we may only be able to refund the product price (excluding shipping) after the parcel has been safely returned to us, minus any fees charged to us by the carrier.

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12. Late or Missing Refunds

If you have received our confirmation that a refund has been processed but you still have not seen it on your statement after a reasonable time:

• Check with your bank or payment provider;
• Check any pending transactions;
• If you still cannot locate it, please contact us at loumirage.help@gmail.com .

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13. Changes to This Policy

We may update this Refund & Returns Policy from time to time to reflect changes in our products, processes or legal requirements. When we do, we will publish the updated version on this page and adjust the “Last updated” date at the top.

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14. Contact Us

For any questions about returns or refunds, please contact:

Loumirage LTD
Email: loumirage.help@gmail.com

We’re here to help you feel safe, seen and beautifully taken care of — even if something didn’t go perfectly the first time. ♡