Returns & Refund Policy

At CapiLume, we follow the UK Consumer Rights Act 2015 and Consumer Contracts Regulations 2013, ensuring that your shopping experience is safe, transparent, and fair.

30-Day Return Period

You may request a return within 30 days of receiving your order.

To be eligible, the product must be:

  • Unused and unopened

  • In its original packaging

  • Free from marks, wear or damage

  • With all accessories included

For hygiene and safety reasons, opened or used beauty devices cannot be returned unless faulty.

Faulty or Damaged Items

If your item arrives damaged, defective, or not functioning correctly, we will offer a free replacement or full refund.

We may request a short video or photos to verify the issue.
Once confirmed:

  • A replacement is shipped at no cost or

  • A full refund is issued

The assessment process usually takes 1–3 working days after receiving the evidence.

Processing Times (Aligned With Major UK Marketplaces)

To maintain a reliable and efficient experience, our processing standards follow the same timing used by the largest e-commerce platforms in the UK:

Return Approval Time

Once your request is submitted, our team reviews and approves returns within:
1–2 working days

Inspection Time After Receiving Returned Goods

After the item arrives at our facility, the inspection typically takes:
1–3 working days

Refund Processing Time

Once the item is approved, refunds are processed within:
3–5 working days
Refunds are sent to the original payment method.

Replacement Processing Time

Replacements are dispatched within:
2–4 working days after approval.

Change of Mind Returns

If the item is unopened and unused, you may return it for a refund within 30 days.

Conditions:

  • Customer is responsible for return shipping costs

  • Refund is issued only after inspection and approval

Incorrect or Missing Items

If you receive the wrong item or something is missing from your order, contact us immediately.
We will resolve the issue quickly at no additional cost.

Lost or Delayed Parcels

If your order does not arrive within the estimated timeframe, we will investigate the delivery with the courier.
If confirmed lost, you may choose between:

  • A full refund

  • A replacement sent at no extra cost

How to Request a Return

To start a return or report an issue, email us at:

📧 support@capilume.com

Please include:

  • Your order number

  • Reason for return

  • Photos or videos if the item is faulty

Our team responds within 24–48 hours.