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 is covered under a separate 30-day policy (see Section 9).

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 (Consumable Product)

LumiGel is covered by a standard 30-day return policy, and only applies to unopened, unused product.
Opened LumiGel is non-refundable for hygiene reasons.

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.