Refund policy
We stand behind LumiMask and want you to feel fully confident in your purchase. That's why we offer a 90-Day Guarantee — please review the terms below so you know exactly how to qualify.
1. Eligibility
- This guarantee applies only to LumiMask devices purchased directly from elavira.store.
- Limited to one guarantee redemption per customer/household.
- LumiGel and LumiEye are final sale and not eligible for return (see Sections 9 and 9B). LumiSleek is covered under a separate standard 30-day policy (see Section 9A).
2. Guarantee Activation
- You must activate your guarantee within 14 days of delivery by emailing info@elavira.store with your order number, subject line: "90-Day Guarantee Activation."
- Failure to activate within this window means the item is only eligible under our standard unused-item return policy, not the results-based guarantee.
3. Usage Requirement
- To qualify for a results-based refund, you must use LumiMask consistently according to our recommended usage guide (minimum 3 sessions per week).
- You must submit dated photo documentation: one "before" photo at activation, plus a progress photo at least every 2 weeks.
- Refunds requested without this documentation will not be approved.
4. Refund Request Process
- After using LumiMask as directed for the guarantee period, email your order number and all documentation to info@elavira.store.
- Our team will review your submission. Approval is at Elavira's sole discretion, based on whether usage guidelines and documentation requirements were met.
5. Return Process (Approved Refunds Only)
- Returns must be sent via a trackable shipping method.
- Include your order number and name inside the package.
- Customer is responsible for return shipping costs, unless the item arrived damaged or defective (see Section 8).
6. Refund Processing
- Refunds are processed within 7–10 business days of receiving and inspecting the returned item.
- Refunds are issued to your original payment method.
7. Non-Qualifying Claims
- Items damaged through misuse, unauthorized repair, or improper charging are not eligible for refund.
- Claims missing required usage documentation will be denied.
- Requests submitted without prior activation (Section 2) fall outside the guarantee.
8. Damaged or Defective Items
- Contact us within 48 hours of delivery with photos of the issue.
- We'll resolve this quickly via replacement or refund, at no shipping cost to you.
9. LumiGel (Final Sale)
- LumiGel is a consumable, single-use-adjacent product and is final sale — not eligible for return or refund once your order has shipped, whether opened or unopened.
- This does not apply to items that arrived damaged or defective — see Section 8.
9A. LumiSleek (Standard Product)
LumiSleek is covered by a standard 30-day return policy — no results-based guarantee, usage requirement, or photo documentation applies to this product.
- You have 30 days from the date of delivery to request a return or exchange.
- The item must be in good working condition, with all original accessories included.
- Proof of purchase (order number or confirmation email) is required.
- Items damaged through misuse, unauthorized repair, or improper use are not eligible for refund (see Section 7).
- Damaged or defective items on arrival are covered under Section 8 above — contact us within 48 hours of delivery.
To start a return, email info@elavira.store with your order number. As with all returns, please see Section 10 — do not send your product back without first contacting us for approval.
9B. LumiEye (Final Sale)
LumiEye is final sale and not eligible for return or refund once your order has shipped.
- This does not apply to items that arrived damaged or defective — see Section 8, which still applies.
10. Return Approval Required
Please do not send your product back without first contacting us. All returns must be approved by our support team before being shipped. Items sent without prior approval may be delayed, refused, or returned to sender.
11. Orders Already Shipped
Once an order has shipped, it cannot be cancelled. If you no longer want the item after it ships, please follow the return process above once it's delivered.
12. Delivered Orders Not Received
If tracking shows delivered but you can't locate your order, contact us right away. We may ask you to check with household members/neighbours, contact your local carrier, or confirm your shipping address before we determine next steps.
13. Chargebacks
If something's wrong with your order, please contact us first. Most issues can be resolved directly and faster than through a payment dispute.
14. Right to Refuse
To protect our customers and our business, we reserve the right to refuse a refund or return where:
- This policy has not been followed
- Fraudulent activity is suspected
- False, misleading, or abusive claims are made
- A pattern of excessive refund requests suggests misuse of this policy
Nothing in this policy limits any rights you may have under applicable consumer protection law.
15. General Conditions
- Elavira reserves the right to deny a refund if the above conditions are not fully met.
- This policy does not limit any statutory consumer rights you may have under applicable law.
16. Contact
For questions about this guarantee, email info@elavira.store with your order number.
17. Amendments
Elavira reserves the right to modify this policy at any time without prior notice. Changes apply to purchases made after the update date.
