Refund policy
We offer 30 days to request a return, counted from the day you receive your order.
Return conditions
- The product must be unused and in its original, undamaged packaging (subject to the 14-Day Results Guarantee below).
- A receipt or other proof of purchase is required.
- For hygiene reasons, we cannot accept returns of personal care products that have been opened or used, except under the 14-Day Results Guarantee. Unused products in their sealed original packaging can be returned within 30 days of receipt.
- We do not accept returns of gift cards.
How to start a return
Request your return using the return form, or email info@purewhitelume.com with your order number. Once we accept your return, we will send you the return address and instructions.
Returns must be sent to:
Pure White Lumé – Magazyn MAGPACK
ul. Piołunowa 22
54-330 Wrocław
Poland
Items sent back without a prior return request will not be accepted.
Return shipping costs
You pay for return shipping. Send your parcel with a carrier of your choice; we recommend a tracked service, as we cannot refund parcels that do not reach us. If your product is defective or damaged, or you received the wrong product, we cover the return shipping cost.
Damaged or incorrect items
Please check your order as soon as you receive it. If the parcel is damaged or a product is missing, contact us within 48 hours of delivery with your order number and photos. If a product is defective or you received the wrong product, contact us and we will make it right.
Exchanges
The fastest way to get a different product is to return the one you have and, once the return is accepted, place a separate order for the new product.
14-day right of withdrawal in the European Union
If your order is delivered within the European Union, you have the right to withdraw from the purchase within 14 days of receiving it, for any reason and without giving a justification. Products must be returned in the condition you received them, unused and in their original packaging, with proof of purchase. You pay the direct cost of returning the goods.
Refunds
We will let you know once we have received and inspected your return, and whether your refund is approved. Approved refunds are made automatically to your original payment method within 10 business days. Your bank or card issuer may need extra time to process the refund. If more than 15 business days have passed since approval, please contact us.
14-Day Results Guarantee
Not seeing a difference after 14 days? We will refund you, even if the packaging has been opened. To claim the guarantee, send us proof that you used the product for 14 days (for example, photos from the start and the end). The guarantee does not affect your statutory consumer rights.
Brand owner
Pure White Lumé is a brand of SELCOUTH DIGITAL LTD, 14/2E Docklands Business Centre, 10-16 Tiller Road, London E14 8PX, United Kingdom. This address is not a returns address.
